How ServiceNow CSM Revolutionizes Customer Service Operations

In any organization, there is an individual that is very important, and some might argue it is even more important than the C-level person behind a large desk in their office. This important person? The customer! While that customer may never physically walk through the company’s door, the continued livelihood of the company rests squarely on their shoulders. With platforms like ServiceNow Customer Service Management (CSM), businesses can better address customer needs while ensuring efficiency and satisfaction.

Take Company A for example. Company A is a large company with departments and a customer base. With such a wide and overall customer base, simply answering customer questions is no simple task. It’s critical that problems are addressed quickly to maintain customer satisfaction, and to help mitigate negative reviews.

Over time and with increasing customer inquiries, the customer service team at Company A has trouble keeping up with the number of requests, which prevents them from serving the most important person in the company – the customer! That is where ServiceNow CSM comes into play. The service is designed with capability and flexibility to be able to take the situation and challenges of Company A head on. ServiceNow CSM has tools and features that allow organizations to manage customer inquiries with efficiency and reduce the amount of time it takes for the organization to acknowledge and/or resolve a customer inquiry.

Now, let us explore fresh, uncovering the diverse use cases of ServiceNow CSM and discovering how it can revolutionize your organization’s approach to solving customer problems and enhancing overall customer satisfaction.

Omnichannel Engagement

Today’s customers expect seamless interactions with businesses across multiple channels–from email and chat to social media and phone calls. ServiceNow CSM understands this changing customer behavior and provides robust omnichannel engagement capabilities, allowing your agents to handle customer inquiries through multiple channels, all from the same application. This allows agents to work from a single application without the need to switch contexts to implement a resolution, gaining valuable time when addressing customer requests. In fact, a recent study by the Aberdeen Group showed that companies with a strong omnichannel customer engagement strategy have an 89% customer retention rate, while companies without a strategy report only 33%.

Agent Experience

ServiceNow CSM recognizes that giving your agents the best tools and an easy-to-use interface is a vital part of your customer service strategy. Ease of user interaction means that agents can quickly navigate customer inquiries and resolve them easily.

Agents can provide personalized service based on customer information, from prior inquiries, purchase history, and preferences, to elevate the customer experience. In addition, CSM promotes collaboration among coworkers so that agents can efficiently share information and escalate issues among team members. By increasing the overall efficiency of your customer service team, CSM will also help agents achieve more satisfaction which leads to superior customer service.

Customer Service Portal

CSM provides a personalization customer service portal in addition to traditional customer support practices. This portal gives your customers the ability to access self-service features and resolve their own issues without the need to contact an agent. Implementing self-service capabilities will dramatically reduce the amount of incoming service requests to your agents, allowing them to focus their time on only the more difficult and catastrophic service issues. ServiceNow CSM’s customer service portal puts the preference in the hands of the customer and allows for faster resolutions to issues, reducing the time a customer needs to wait to have their issue addressed.

ServiceNow CSM Workflow Integrations

The significance of seamless coordination between departments for true efficiency in case resolution is not lost. CSM offers numerous integrations with applications, including Request/Incident/Problem & Change Management, Service Portfolio Management, Continual Improvement Management, Field Service Management, ITOM Event Management, Customer Project Management, Financial Management, Adobe Experience Manager, CTI, Microsoft Outlook, Process Optimization, Safe Workplace applications, and popular consumer messaging apps such as WhatsApp, Google Business Messages, and Facebook Messenger.

Through the integrated information-sharing capabilities, CSM allows for easy collaboration by the case owners across departments to ultimately improve workflow effectiveness and speed at which customer problems are resolved.

Using ServiceNow CSM helps you run better, optimizes your customer service use, and leads to increased customer satisfaction, loyalty, and retention. The platform provides omnichannel engagement, agent-centric design, accessible self-service, and process integrations to form a complete solution to help organizations properly reduce the time to solve customer issues.

Conclusion

With ServiceNow Customer Service Management (CSM) capabilities, businesses can enhance their customer service delivery model, leading to a better experience for customers, increased loyalty, and success in business operations. This platform enables businesses to put the customer at the forefront by streamlining operations, maximizing efficiency, and ensuring an exceptional service experience at every interaction.

When you are ready to learn more about how ServiceNow Customer Service Management (CSM) capabilities can change your organization’s customer service delivery model, please reach out to one of the members of the Emergys team. We are a ServiceNow partner company with decades of experience, and we will navigate you through the information you need to understand how CSM capabilities can help you meet or exceed your goals. You are a customer also, and your customers deserve the best service possible; ServiceNow CSM will ensure you can provide that, while also sharpening your competitive edge.