Servicenow Customer Service Management (CSM)

 Complex issues end-to-end. Proactively fix problems and drive action to solve common requests more quickly and efficiently.

Drive customer loyalty with connected digital workflows:

In today’s service-based economy, keeping customers loyal is paramount to growing and sustaining your business. ServiceNow helps you drive customer loyalty with connected digital workflows which join customer service with other departments using AI and workflow to assign, manage, and resolve complex issues end-to-end.

Monitor trends as well as products and services to notify your customers when they are affected by issues. In addition, proactively fix issues before customers know they have them. Deliver a personalized customer experience while increasing agent efficiency, driving action to instantly take care of common customer requests using resources like the portal, service catalog, virtual agent, and online communities. For more Best Servicenow Books

Make it easy for customers to engage

Give your customers the choice of connecting through email, phone, chat, social media, or mobile - anytime, anywhere, and from any device. Omni-channel advanced work assignment automatically assigns customer cases to the most appropriate agent based on capacity, skills, and case context.

Assign tasks across the enterprise

Connect customer service to other departments with the visual task board, workflow, and automation to resolve cases quickly. Identify issues in customer service and assign them directly to field service, engineering, operations, finance, legal, and other departments and track those issues to resolution. Additionally, you’ll gain visibility to more efficiently manage assets, projects, and costs, when Customer Service Management is deployed with Asset Management and Project Portfolio Management.

Monitor for issues and create cases automatically

Proactively identify and alert your customers to possible issues. Send preemptive alerts only to potentially affected customers, notifying them of a solution when available and preventing their need to contact customer service. With access to real-time operational health of customers’ products and services, agents receive alerts of potential issues before customers are even aware.

Prevent future calls

Monitor current and prior performance to identify areas for improvement of products, services, and processes using Performance Analytics for Customer Service Management. Predict trends to drive actionable improvements, such as automating the most frequently recurring problem resolutions.

Reduce case volume with self-service

Empower your customers with fast, personalized self-service. Customer Service Management provides your customers with a number of self-service options, including the Customer Service Portal for a customizable online service experience, conversational answers from a chatbot, knowledge base articles, and an online community of peers and experts.

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