In today’s data-driven world, customers expect highly personal and tailored experiences.
Customers today are not only more informed, but also have strong opinions which they are willing to share through social media and other channels.
It is essential for businesses to create delightful customer experiences using real-time data and connectivity and ensure engagement with their customers.
This is where ServiceNow Customer ServiceNow Management (CSM) helps.
ServiceNow Customer Service Management (CSM)
ServiceNow CSM goes beyond traditional customer service management solutions and helps businesses create stellar customer experiences with proactive service – from challenges to resolution.
It helps customer service teams resolve complex issues by involving other departments in the resolution, identifying permanent solutions, and improving product quality.
Vodafone, one of the largest telecom companies in the world, leveraged ServiceNow CSM to digitally transform its customer service operations and increased its agent productivity by 45%.
Creating Customer Delight with ServiceNow CSM
Customer delight, in simple terms, is a positive emotion generated from exceeding expectations by providing a high degree of surprise to the customers.
ServiceNow CSM helps businesses increase customer satisfaction while reducing case volume and costs with –
- Intelligent case management and omni-channel engagement
- Automated root cause identification and resolution
- Real-time collaboration capabilities
- Actionable insights into customer experiences
- Quick identification and resolution of issues
How ServiceNow Helps in Transforming Customer Experience
When it comes to customer service, research shows that customers want their problems to be fixed in a single interaction, and they don’t want to repeat their problem multiple times to executives across multiple channels.
Customers using ServiceNow CSM have seen a 0.5% improvement in customer renewals ($1.6 million in revenue) because of improved customer service!
ServiceNow CSM offers several features that allow businesses to streamline their customer service operations and ensure high customer satisfaction.
Fast and Personalized Self-Service
ServiceNow CSM offers an out-of-the-box customer service portal. Through this self-service portal, businesses can empower their customers to get a quick resolution to their most common issues, such as address changes, warranty registrations, and password resets. The chatbot on the portal provides answers to their common questions. Customers also have an option to find answers to their questions using knowledge content or interact with experts and other community members.
The Agent Workspace offers a highly intuitive and easy to use interface to customer service agents, allowing them to work on multiple issues concurrently. A live activity feed provides agents greater visibility into updates about an issue. Based on issue frequency/impact, agents are automatically informed about potential major incidents. The AI-assisted recommendations help agents to close cases and incidents faster.
360-Degree View of Customer
ServiceNow CSM offers a 360-degree view of the customer – a single, end-to-end picture of the customer’s environment and experience. It helps customer service agents build closer relationships with customers, streamline their interactions, and even predict customer behavior. With ServiceNow CSM, customer service agents can easily communicate and collaborate with other departments, permanently fix issues, and provide faster resolution.
With ServiceNow CSM, customer service agents can gain real-time visibility into the health of customers’ products and systems. This helps them to detect issues even before they arise. They can send preemptive alerts to affected customers, and fix problems even before customers know they have them. Customer service teams can identify trends and deliver quick improvements and resolutions for recurring problems – leading to higher customer satisfaction.
Automatic Categorization of Cases with Predictive Intelligence
By using predictive intelligence capabilities, ServiceNow CSM quickly routes the issues to the most appropriate agent based on criteria or affinity with the case. This helps in faster resolution of issues while ensuring agent satisfaction.
ServiceNow CSM enables business stakeholders and subject matter experts to make data-driven decisions and improve the service quality. They get real-time visibility into overall operations and can also analyze industry-leading metrics and benchmarks. The ability to analyze, compare, and predict results helps the stakeholders prioritize their initiatives and align those with overall business goals.
The Business Value of ServiceNow CSM
According to a Forrester’s Total Economic Impact™ study, ServiceNow Customer Service Solution has the following three-year financial impact –
- A 12-point rise in NPS
- $5.4 million in support cost savings
- Reduction in phone calls from 20% to 10%
- An increase from 40% to 90% in web interactions
Win the Customer Service Game with ServiceNow
For today’s modern, digitally-savvy consumers, customer service is about self-service, fast resolution, omni-channel experience, and a high level of personalization.
Modern technologies like ServiceNow CSM help businesses significantly improve their interactions with customers, reduce costs, improve customer service operations, and discover new sources of revenue.
Are you ready to transform your customer service operations? Let’s connect to know how we can help you make the most of your ServiceNow investments.