The financial upside of investing in great customer service

  • 2019
  • About ServiceNow
  • Trends and Research
  • Joanne Pasternack
  • Customer Experience
May 29, 2019

 

With today’s customers wielding more and more power, businesses need to transform their customer experience and invest in technologies that improve and speed the journey. Customer service is a critical point of contact where dollars and loyalty can be easily won or lost. Organizations today must retool customer support to resolve complex customer issues end-to-end, intelligently fix problems before customers know about them, and instantly take care of common customer requests.  

Providing an exceptional experience is not just a way to win the hearts and minds of customers, it’s an economic imperative critical to a company’s financial success. Standardizing on a customer service management solution can help dramatically speed issue resolution time, improve agent productivity, and ultimately impact the bottom line through repeat business and customer loyalty.

Register now for a ServiceNow webinar on June 12th, featuring a guest from Forrester, and hear details from the Total Economic Impact commissioned study* covering how ServiceNow customers doubled agent productivity, achieved $7.8M in Net Present Value, realized a 12-point increase in Net Promoter Score, and more, after implementing ServiceNow Customer Service Management solution.

Check out key take-aways from the study: 
 

* Business Value of ServiceNow Customer Service Management, Total Economic Impact Study – Commissioned study conducted by Forrester Consulting on behalf of ServiceNow, April 2019.

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Year