Improve your customer service while keeping a check on operating expenses.
Go beyond traditional Customer Service Management (CSM) to transfer your customer service delivery from good to exceptional with ServiceNow
ServiceNow's Customer Service Management (CSM) platform is designed to improve every aspect of the customer lifecycle. CSM accelerates self-service resolution capabilities, allowing customers to quickly and easily resolve their issues through their preferred engagement channel, including mobile, tablet, or laptop. It automates customer operations processes across the organization to facilitate seamless collaboration among teams, ensuring timely and tailored support. Additionally, CSM provides agents with real-time intelligence and productivity tools to deliver personalized service at scale.
CSM Capabilities:
Customer Service Management (CSM) offers transformative benefits across various industries. It streamlines customer interactions through automated workflows and customer-centric portals, enhancing efficiency and satisfaction. With advanced analytics and AI capabilities, CSM provides deep insights into customer behavior and service trends, enabling proactive issue resolution. Additionally, its integration capabilities ensure seamless operations, making it a versatile solution for industries ranging from healthcare to finance and beyond. Here are highlighted CSM benefits and capabilities.
- Process Optimization – visualize your operation, identify bottlenecks to maximize efficiencies
- Proactive Customer Service – monitor your customers’ products and services to identify and proactively fix issues
- Playbooks for Customer Service – manage case flows across teams by digitizing and automating service processes
- Performance Analytics – unlock insights to anticipate trends, prioritize and drive service improvements
- Continual Improvement Management – initiate and track improvements across your entire project lifecycle and empower customers and agents to manage tasks
- Case Types – create and configure the different types of customer service cases your organization needs
Offerings:
Standard
- Agent Workspace
- Case Management
- Omnichannel
- Knowledge Management
- Walk-Up Experience for Customer Service
- Service Management for Issue Resolution
- Advanced Work Assignment
- Engagement Messenger
- Digital Portfolio Management
Professional
- Proactive Customer Service Operations
- Task Intelligence
- Performance Analytics
- Virtual Agent
- Outsourced Customer Service
- Continual Improvement Management
- Vendor Management Workspace
- DevOps
- Now Assist for CSM
- Agent Workspace
- Case Management
- Omnichannel
- Self-Service
- Knowledge Management
- Walk-Up Experience for Customer Service
- Service Management for Issue Resolution
- Advanced Work Assignment
- Engagement Messenger
- Digital Portfolio Management
Enterprise
- Workforce Optimization
- Process Mining
- Now Assist for CSM
- Proactive Customer Service Operations
- Task Intelligence
- Performance Analytics
- Virtual Agent
- Outsourced Customer Service
- Continual Improvement Management
- Vendor Management Workspace
- DevOps
- Agent Workspace
- Case Management
- Omnichannel
- Self-Service
- Knowledge Management
- Walk-Up Experience for Customer Service
- Service Management for Issue Resolution
- Advanced Work Assignment
- Engagement Messenger
- Digital Portfolio Management