What's New in Customer Service Management in the San Diego release The latest release of the Now Platform® brings us to San Diego! For Customer Experience solutions, it means several exciting new capa...
This blog will highlight some of the key components which a developer has to take care during migrating from existing customized agent workspace to the new configurable workspace. A follow-up blog wou...
ServiceNow support account managers are using the Now Platform to quickly identify customer performance issues and mitigate their impact before they spiral out of control. Read about their proactive s...
Act quickly on customer insights to deliver meaningful experiences A business’ success or failure can often be linked directly to the quality of their customer and employee experiences. The top reason...
Engagement Messenger (EM) allows customers to extend CSM capabilities to any non-ServiceNow portal/website. Language is a critical aspect of the experience when users interact with EM. The language fo...
Switchclass Of SoldProduct To ProductInventory https://www.youtube.com/watch?v=fBLgfC4axi8 - demo https://developer.servicenow.com/connect.do#!/share/contents/3287388_switchclass_of_soldproduct_to_pro...
Calling all CSM agents! We are excited to extend the invitation to participate in a unique research opportunity! We want to understand how CSM agents prefer to use multiple chat tools vs all-in-one so...
What's new in Customer Service Management in the Rome release The latest release of the Now Platform® brings us to Rome! For Customer Workflows, it means several exciting new capabilities in Customer ...
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Welcome back to the Omnichannel Blog Series. In Part 1, we tackled some of the basics around CTI and the most common use cases. Today, we dive into IVR and the many ways IVR is becoming a catalyst in ...
The undeniable impact of employee experience on customer experience In a new blog, Dean Robison, SVP of Customer Service and Support, explores why organizations must scrutinize the total experience—in...
Basic. The classical definition is one of being fundamental in nature. Slang has turned this categorization into an insult. In either case, using the term "basic" to describe an organization's custome...
I think we can all agree that 2020 was, hmmmm…enlightening? (fill in your own descriptive word!) Some scenes in the customer experience world flashed a scathing message of "Agents MUST work from home"...
Most customers around the world continue to use the telephone when contacting customer service. When customers are asked (and depending upon who is conducting the survey and how the question is asked)...
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Yokohama Release Highlights for Customer Service M...
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What's New in Washington D.C. for Customer Service...
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Now on Now: Meet Ash: Preventing outages so custo...
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Feedback Opportunity -- Agent Workspace - Email Im...
Mary Hain
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Now on Now: 4 easy ways to keep your knowledge bas...
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Configure Engagement Messenger language dynamicall...
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What's new in Customer Service Management in the R...
