The Biggest Customer Service Challenges Solved by ServiceNow CSM

In the era of digital customer service delivery processes, Service-as-an-Economy is driving the modern IT revolution. To help organizations better, ServiceNow Customer Service Management (CSM) is helping organizations to streamline and personalize the service management process. Yes, ServiceNow CSM implementation is a one-stop solution offering omni-channel support to manage the entire Client/Customer satisfaction sphere. 

The ServiceNow CSM module comes with a portal that acts as a single window clearance for any sort of Clients/Customers issues, such as reporting an incident, placing a new request, get queries addressed, and so on. This innovative ServiceNow Customer Service Management implementation provides a birds-eye-view on the current usage of the services and thereby promoting better capabilities to make informed decisions for the clients or the customers. 

Pain Points in Customer Service Management

75% of customers believe it takes too long to reach a live customer service agent.”

 Harris Interactive Survey

Below are the most common pain points that an organization can experience in achieving better customer service management at limited budgets with fewer efforts:

• Customer service delivery teams receive increased volumes of service requests across multiple and disjointed engagement/communication platforms.
• The support is hindered due to the usage of various disconnected systems, manual processes and having to address the same issues day after day.
• Pressure to reduce operational costs.
• The support team’s incapability to skillfully locate the issues and effectively resolve them is resulting in the least customer satisfaction and frustration.
• Getting deep insights into the reasons why people are contacting customer service are limited.
• Cross-company investigation of customer problems, collaborative analysis, and problem-solving is messy.

ServiceNow CSM: Marching Towards Solution

A one stop solution for all the above points is the attainment of the ServiceNow CSM solution. 

Figure: Customer Service Management Improvement Process

The ServiceNow CSM implementation goes beyond traditional customer service solutions to serve customers—consumers or businesses—faster and more effectively.

The omni-channel support capability provides customers with a choice of contact options of their choice (chatbot, mobile app, voice assistant, portal and so on). This automation solution keeps the customer relaxed in the routing process, by quickly routing the issue to appropriate expert teams. Using an cloud based intelligent ServiceNow customer service portal, one can automate, recurring requests, deliver solutions via a knowledge base, and provide customers with a community of experts.

ServiceNow CSM analytics provide deeper awareness of service trends and can aid in locating common issues to be automated. In case of customer request demanding information from various departments. The ServiceNow CSM implementation process conducts a cross-company investigation by coordinating with respective departments, traces out the root cause of the problem, and derives the solution. Doing this manually is a time consuming and costing process.

Figure: Dashboard to Monitor And Predict Service Trends

 What ServiceNow CSM Offers for Your Business?

• Case Management: ServiceNow Customer Service Management platform is a single channel helps reach out for external customers/clients through its case management application.
• Case Escalation: Ability to escalate more complex cases to management or appropriate departments 
• Intelligent Routing: Auto routes the tickets based on various defined factors.
• Omni Channel: A single channel for external clients/customers.
• Accounts, Contacts, Products, SLAs, Entitlements: Holds all the engagement details of the customer/client in one place.
• Self Service Portal: A Web page part of CSM that enables customization with ease.
• Knowledge Base: Holds list of knowledge articles for external clients/customers.
• Communities: It engages, connects and collaborates with the employee, external clients/customers, partners, and prospects.
• Field Service Management: ServiceNow CSM’s FSM application addresses the end-to-end management of tasks that need to be performed.
• Connection with Other Departments: Part of field service management to manage field service persons.
• Issue Resolution: It addresses the issues reported by external clients/customers.
• Voice of the Customer: This feature collects and analyzes client views about the services and in turn addresses the Client/Customer Satisfaction issues.
• Visual workflow and Automation: It enables users to set up workflows and automation process and workflows more visually.
• Agent Intelligence: To create cases easily by auto-detecting the category, priority, and assignment.

Benefits with ServiceNow CSM

"90 percent of respondents confirmed that CX is one of the CEO’s top three priorities.”

-McKinsey

Among the many benefits that ServiceNow CSM offers, here is the list of some key benefits that adds direct value to your business:

• Engage Customers across Channels
• Offer solutions online
• Deliver better Customer Service
• Deliver proactive service
• Reduce service costs
• Monitor Service patterns
• Improve the quality-of-service delivery
• Streamline operational process

If you are keen on knowing how ServiceNow CSM integration into existing enterprise applications can be beneficial to resolve specific customer delivery problems, please get in touch with our ServiceNow experts  for a free consultation.