In the era of consumerizing service delivery processes, Service-as-an-Economy is driving the modern IT revolution. To help organizations better, ServiceNow’s Customer Service Management (CSM) is helping organizations to streamline and personalize the service management process. This is a one-stop solution offering omni-channel support to manage the entire Client/Customer satisfaction sphere.
The ServiceNow CSM comes with a portal that acts as a single window clearance for any sort of Clients/Customers issues; like, report an incident, place a new request, get queries addressed, and so on. This innovative ServiceNow module 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.
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 getting better customer service management at limited budgets with fewer efforts:
The stop-at-once solution for all the above points is the attainment of ServiceNow CSM solution.
Figure: Customer Service Management Improvement Process
The ServiceNow CSM 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 choosing contact options of their choice (chatbot, mobile app, voice assistant, portal and so on). This automation solution keeps the customer relaxed of 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 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
90 percent of respondents confirmed that CX is one of the CEO’s top three priorities.”
Of many benefits the ServiceNow CSM offers, here is the list of some key benefits that adds direct value to your business:
If you are keen on knowing how ServiceNow CSM can be beneficial to your specific problems, please get in touch with our ServiceNow experts for a free consultation.