CSS (Customer Service and Support); Customer service and support were formerly known as the Complaint Handling Department. It is one of the application areas of Customer Relationship Management (CRM). Once a customer purchases a product or service, CSS is responsible for maintaining and developing the customer relationship. CSS is the department with the most frequent contact with customers and is crucial for maintaining customer satisfaction. As the interaction with consumers becomes increasingly complex, the customer service department needs a flexible, scalable, highly integrated high-tech infrastructure to meet customer needs in a timely and accurate manner.