LOUISVILLE, KENTUCKY
ATLANTA, GEORGIA
CHICAGO, ILLINOIS
CINCINNATI, OHIO
DENVER, COLORADO
MADISON, WISCONSIN
RARITAN, NEW JERSEY
TORONTO, ONTARIO
BANGALORE, INDIA
HYDERABAD, INDIA

V-Soft's Corporate Headquarters

101 Bullitt Lane, Suite #205
Louisville, KY 40222

502.425.8425
TOLL FREE: 844.425.8425
FAX: 502.412.5869

Denver, Colorado

6400 South Fiddlers Green Circle Suite #1150
Greenwood Village, CO 80111

TOLL FREE: 844.425.8425

Chicago, Illinois

311 South Wacker Dr. Suite #1710, Chicago, IL 60606

TOLL FREE: 844.425.8425

Madison, Wisconsin

8401 Greenway Boulevard Suite #100
Middleton, WI 53562

TOLL FREE: 844.425.8425

Atlanta, Georgia

1255 Peachtree Parkway Suite #4201
Cumming, GA 30041

TOLL FREE: 844.425.8425

Cincinnati, Ohio

Spectrum Office Tower 11260
Chester Road Suite 350
Cincinnati, OH 45246

Phone: 513.771.0050

Raritan, New Jersey

216 Route 206 Suite 22 Hillsborough Raritan, NJ 08844

Phone: 513.771.0050

Toronto, Canada

1 St. Clair Ave W Suite #902, Toronto, Ontario, M4V 1K6

Phone: 416.663.0900

Hyderabad, India

Incor 9, 3rd Floor, Kavuri Hills
Madhapur, Hyderabad – 500033 India

PHONE: 040-48482789

Bangalore, India

GINSERV, CA Site No 1, HAL
3rd Stage Behind Hotel Leela Palace
Kodihalli, Bangalore - 560008 India

Case Study: Customer Service Portal Chatbot Application

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 Labs team, their situation greatly improved.

V-Soft Labs 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 Labs 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 Labs 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 chatbot application for opening and tracking tickets.

The intelligent ServiceNow Chatbot can serve customers 24/7. The chatbot can attend many customer inquiries at once, reducing resolution times. The enterprise CSM Chatbot ability to create a behavior analysis of the customer based on conversation history, makes it's easy to personalize the customer experience. This improved the 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 drastic rise of customer satisfaction.

ServiceNow CSM Guide

Topics: Chatbots, ServiceNowCSM, Video Blog, CSM

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ServiceNow CSM Guide