The ServiceNow CSM solution offers a complete set of digital workflows that bring front, middle and back office teams together to solve customer problems.
The system is scalable and allows for seamless integration with other service management tools.
It also offers a living library of knowledge-based articles for customers, separate from those kept exclusively in-house. This provides customers with information to help them resolve their own issues, and reduces the number of times they need to contact support teams.
Improved Customer Satisfaction
Customer service is one of the most important factors that drive sales and profitability for businesses. However, many organizations are struggling to deliver excellent customer experiences across multiple engagement channels.
ServiceNow CSM is a customer-centric solution that helps you manage and enhance your entire service delivery process to improve customers’ experience, increase efficiency, and reduce operational costs. It also provides you with an intelligent tool that enables you to proactively resolve issues before they become problems and build long-term relationships with your customers.
Moreover, CSM offers you an array of innovative features that help you achieve better customer satisfaction levels. These include workflow automation, artificial intelligence (AI), virtual agents, and self-service options.
Another feature of CSM is its ability to model complex relationships between accounts, contacts, partners, and customers. This data is a vital component to providing a seamless, intuitive and positive customer journey.
Reduced Operational Costs
In a globalized business environment, offering elevated customer experience and driving operational efficiency is a crucial competitive edge. Poor customer service can result in losses of billions of dollars, and businesses must heed the importance of modernization and digital transformation to deliver improved service experiences.
When customers request help over the phone, via chat, email or social media, it’s crucial to deliver a seamless and efficient service across all channels. Fortunately, ServiceNow CSM can help organizations do just that!
By transforming service management from an individual task to a team effort, ServiceNow CSM helps lower costs and maximize operational efficiencies. It also enables companies to build a scalable platform that grows with their needs. This can include features such as a Service Catalog, which automates tasks for common customer issues. Additionally, it can be enriched with knowledge management and community tools.
Whether your customers need support by phone, email, or social media, ServiceNow CSM will provide you with the tools to keep them satisfied. With omni-channel service, personalized self-service options and AI and performance analytics, ServiceNow CSM can help you deliver a branded experience that will drive customer loyalty.
To achieve that, your support agents need the right data at the right time. To do this, they need to be able to access a centralized portal that lets them view all of the tickets in your system.
In addition to that, they need the right tools that let them quickly escalate support cases and create custom knowledge bases to share with their users. All of that was important to Focus Brands, so Abdul-Hadi and his team chose to go with ServiceNow CSM.
Using ServiceNow CSM, businesses can cut customer support response time and increase first contact resolution rate. It also enables companies to engage multiple departments in a collaborative process.
As an added benefit, organizations can use machine learning to monitor customer behavior proactively and flag issues that require remediation. This approach allows them to spot product and service flaws early on and assist customers in resolving these problems.
By combining AI-driven workflows with connected digital workflows, ServiceNow CSM helps companies deliver effortless experiences to customers. This helps them drive brand loyalty and grow their business.
Partnering with 3CLogic and ScreenMeet, ServiceNow CSM users can now enhance their omnichannel customer experience by adding voice-enabled self-service bots as well as intelligently routing common IT or consumer inquires to live agents leveraging the ServiceNow CSM platform. These features complement existing digital channels to accelerate resolutions for increased support call throughput, reducing transactional costs while freeing up capacity to take on more cases with the same staff.