Customer Service RFP Checklist for support leaders

Service rfp checklist

In this digital era, competition is fierce, and customer expectations continually evolve, making a powerful digital first impression essential. Your brand must interact seamlessly with customers where they spend most of their time: online, no matter the channel.

Selecting the ideal customer service software isn't just a choice; it's a necessity. This decision demands a discerning approach and a deep understanding of your fundamental objectives in choosing a collaborative partner. Concentrate on enhancing operational efficiency and crafting remarkable experiences to establish a vibrant and responsive digital experience.

Position your brand at the forefront of the digital landscape, and showcase your reliability and excellence to meet and exceed customer expectations. When you choose the right partner, not just a vendor, you get expert training, deployment, and ongoing support tailored to your needs.

Who this checklist is for

Khoros customer experience, automation, and AI experts made this checklist for enterprise digital transformation and service leaders. Are you looking to invest in the best all-in-one contact center software for enterprise? Download the checklist to evaluate what you need — the results may surprise you!

What should you be looking for in a customer service software?

It’s not always easy to know precisely what you need from the technology you invest in. This checklist covers what you should expect from enterprise-level customer service software, including entry points and channels, conversation management, AI-powered automation, analytics, and more.

Top Consolidation and Engagement Priorities

  • Centralize all digital channel categories — social media, messaging apps, reviews, and online communities.
  • Monitor, ingest, and engage posts from public sources and messages from private sources.
  • Offer asynchronous, non-session-based web chat for superior agent efficiency and customer satisfaction.
  • Offer messaging within your brand’s mobile app for more personalized experiences and data control.
  • Monitor and moderate conversations in forums and brand-owned communities.
  • Leverage each channel’s latest native richness, like an in-channel survey or payment functionality.
Download the checklist

Choose Khoros as your customer service partner

Khoros' award-winning enterprise software makes it easier for complex brands to engage with customers at scale across all digital, social, and brand-owned channels. Whether it's for service and support, communications, or sales, the solutions powered by advanced automation and AI unlock more consistent, personalized, and helpful omni-channel interactions between brands and their audiences. Backed by the leading investment firm Vista Equity Partners, Khoros serves 2,000 of the world's most reputable companies, including a third of the Fortune 100, and consistently receives recognition as a Best Place to Work. For more information, please visit