Unreliable Customer Service Management (CSM) with manual grievance handling leads to errors in tracking information and in turn increases response times and decreases customers satisfaction. A client was facing this problem and more but with the expertise of the V-Soft Digital team, their situation greatly improved.
V-Soft Digital worked with a leading global appliance manufacturer that had difficulty solving customer questions. The existing CSM troubleshooting times were slow and customer service workflows were complex. V-Soft Digital did a detailed analysis of the client's challenges and devised a ServiceNow CSM chatbot solution.
How a ServiceNow CSM Chatbot Solved the Problem
V-Soft Digital implemented the CSM Module of ServiceNow and integrated a chatbot application to track, address and resolve customer service challenges. The client’s customers can access the Customer Service Portal through a chatbot application for opening and tracking tickets.
The intelligent ServiceNow Chatbot can serve customers 24/7. The chatbot can attend to many customer inquiries at once, reducing resolution times. The enterprise CSM Chatbot's ability to create a behavior analysis of the customer based on conversation history, makes it's easy to personalize the customer experience. This improved user engagement by anticipating their problems and resolve them quickly.
This CSM chatbot implementation improved response and resolution times by 27% and increased customer satisfaction. Removing manual methods and moving to the CSM Module resulted in better business forecasts and improved profitability. Thereby resulting in a drastic rise in customer satisfaction.
