Hi Everyone!
In this article let's talk about Why ServiceNow Customer Service Management Application is one of the best solutions to provide top-notch customer experience.
What do we mean by Customer Service?
Customer service is all about providing services to customers before, during and after the purchase of a product and/or service.
Why is customer service important?
As customers generate income and revenue, so how we service our customers has a direct impact on our organization's bottom line, and its overall success.
What is ServiceNow Customer Service Management Application?
The ServiceNow Customer Service Management application enables you to provide an excellent service and support for your customers through various communication channels, reduces the high cost in providing support to customers and provides accurate insights to improve product quality.
Let’s now look into the reasons on why you should invest in ServiceNow Customer Service Management.
- Customer retention is more profitable and cheaper than customer acquisition.
Existing customers who are happy with the service provided are more like to try new products and/or services, they are also more likely to recommend an organization, Conversely, a customer who has a negative customer service experience will have no hesitation in sharing their views, regardless of how well a product performs.
So the first rule of any business is to retain customers and build a loyal relationship with them. So here comes ServiceNow Customer Service Management application to save the day by providing:
- Easy way for your customers to engage.
- Reduction in case volume by providing Customers with a self-service catalog, communities, knowledge base, and portal.
- Proactively creating Cases.
..and a lot more.
- ServiceNow Customer Service Management Application provides support for both B2B and B2C.
The Customer Service Management application is capable of supporting:
- Business-to-business (B2B): accounts and contacts
- Business-to-consumer (B2C): consumers
- Reduces Support Cost
Customer Service Management offers case management with skills-based routing, real-time Service Level Agreements (SLAs), Service Contracts and Service Entitlements. Faster response and resolution reduce contractual SLA penalties and warranty leakages to improve service revenue or reduce costs. - Customer data management
You can very easily import or create customer information including account/partner details, contacts/consumers, products, assets, service contracts, entitlements, groups, skills into ServiceNow. - Omni-channel Experience
Customer Service Management Application reconciles Omni channel Customer Engagement across the portal , call center, Interactive Voice Response (IVR) system, email, chat and social; improving the customer experience .
“Meet customers where they feel most comfortable by providing omni-channel support. Give them the option to email, call, or chat with you.” –ServiceNow documentation .
- Integrations with Other Applications
Using ServiceNow Customer Service, it is possible to not only optimize the customer service and support functions and provide the best possible service to your customers, but also offer an end-to-end integration with ITSM,SPM,CIM,FSM,ITOM,CPM and FM.
Check this Link to know more.
- Inbuilt Virtual Agent/Chabot Integration
ServiceNow Virtual Agent is a chatbot solution native to the Now Platform, it integrates with the customer service application to provide customers 24x7 automated support for common issues which improves customer
satisfaction.
Virtual Agent - Analytics and Reporting
Customer Service Management integrates with Performance Analytics and Reporting Solutions and provides preconfigured dashboards with actionable data visualizations to improve your business processes.
OOTB Dashboard
Conclusion
Always remember
And they deserve the BEST!
In case you need any help, feel free to connect with me on LinkedIn
List of All Articles and Videos -Pranav Bhagat
