In today’s macroeconomic environment, companies are looking to reduce costs and remain competitive, without compromising the customer experience. In order to do that, they need to have the right tools and systems in place to help streamline operations across the business and deliver a more seamless customer experience. The latest Customer Service Management (CSM) innovations in the ServiceNow Utah release can help with just that. Let’s dive a bit deeper into five notable features:
- Omnichannel Callback
- Google Business Messages
- Real-time voice transcription with Amazon Connect
- Install base foundation
- Service Definitions
Omnichannel Callback
Have you ever found yourself interacting with a company’s chatbot but realized you had a few more questions and was looking to move that conversation to a live agent? You request to be transferred and see that you’ve been added into a chat queue. You’re number 30 in line. At this point, you're tied to that conversation (or web browser) until the next available agent becomes available. Wouldn’t it be great if there was a way to avoid the line and request a callback call back when the next agent becomes available? Or if not a pressing matter – schedule a call back during a date and time that works best for you?
With Omnichannel Callback for Customer Service Management, the customer is now in control of how they want to be served. Customers can request a callback through a customer portal or Engagement messenger (via chatbot conversation or from a configurable card), either as soon as an agent becomes available or at a scheduled date and time. If needed, customers even have the option to cancel their appointment or reschedule a call for a more convenient time.
Customers have the option to select an agent callback via phone or Zoom. When the agent initiates the callback, they do so directly from their workspace where they already have all the case and customers information, eliminating the need for the customer to repeat themselves – decreasing customer effort and improving satisfaction.
Google Business Messages
Customers expect service whenever and wherever they need it, and 75% of consumers now prefer to engage with a brand over private messaging channels versus traditional channels. Simply listing a support phone number and email on your website is no longer enough – businesses today need to be proactive in offering convenient service via the channels customers prefer.
Google Business Messages allows customers to get in touch with your business directly from your Google Business Profile listing and other Google entry points like Search and Maps. When a customer searches for your business they’ll see an option to engage in a chat directly from any of these entry points. Once they select ‘chat’ they will automatically be taken to their phone’s native messages app. From there, they can kick off the conversation where they will soon be connected with a chatbot or live agent to help get to a resolution. Because Google Business Messages is asynchronous, customers don’t need to wait on hold. They can simply re-engage in the conversation when the agent replies or on their terms – the same way they interact with a friend or family member over messaging channels today.
Google Business Messages allows businesses to enhance every conversation with messaging capabilities like Rich Cards and Carousels. This lets businesses bring brand experiences – like shopping for a new pair of shoes – right into the messaging experience rather than having to provide a link that requires the customer to move out of the conversation and into a new browser window.
Real-time voice transcription with Amazon Connect
Agent productivity is essential for businesses to ensure customers receive quality service. Yet this isn’t always possible, especially if the agent is working out of multiple systems. Because of this, during their conversation many agents are forced to quickly jot down notes. When they wrap up the call, they are left to manually input that information. This process and manual data entry can lead to errors and prevent agents from putting their full focus on the customer issue at hand, delaying issue resolution. When agents can automatically capture key information during phone calls, they can put their full focus on the customer and providing excellent customer service.
Using real-time voice transcription with Amazon Connect, organizations can capture and display live conversation transcripts for agents directly in their workspace. This helps agents with the need to take notes so they can focus on other things while the call is taking place – like inputting case details to create a case in real-time or looking up answers for the customer. The full conversation transcript is recorded and stored on that customer record allowing agents to refer back if any additional details are needed. Managers can also refer back to and review to help coach agents and fill training gaps.
Install base foundation
Install base foundation provides agents with a comprehensive view into complex products. For example, an MRI machine. In the past, when a customer would call in to report an issue they were having with their MIR machine, agents would need to navigate to multiple places to gather all the details – for example, where that MRI machine is installed, what cases are currently open for it, what components are part of that specific MRI machine, who is the authorized party for this machine, etc. This would make it challenging for agents to efficiently serve customers, and may even require customers to call back if they are not an authorized party on the account.
Install base foundation provides agents with a 360-degree view of an install base item. From a single screen, agents can see install base details including components associated with a product, where and when a product was installed, the status of an install base item, and who is authorized to access product information, providing a more complete view of product status and health.
If needed, install base administrators can also authorize other users to access product information and request services, reducing the time to request service and resolve issues.
Service Definitions
Service Definitions establishes an end-to-end connection between product, service, and case types, so that agents and customers can quickly access relevant case types based on the products and/or services owned by the customer.
For example, if a customer is having an issue with one of their install base items (let’s say a printer), when they go to create a case for that printer in the customer portal – Service Definitions allows organizations to only show relevant services that are available for that printer – making it easier for the customer to get the proper support needed.
Now let’s say instead of the customer creating a case on their own, they call into customer service to get help from a live agent. When the agent creates a new case, they see a drop-down list of products and services that are available for that specific customer. Based on their product and/or service selection – the appropriate case types automatically surface to help ensure they are creating the right case type to get the issue resolved faster.
Service Definitions can be defined by administrators to associate relevant services and case types to products. This makes it easier for customers to get the support they need and increases agent efficiency by only showing valid support requests based on the customer context.
Learn more
These are just a few of the features available in the Customer Service Management Utah release.
For more information, review the release notes and product documentation for additional details. Register for the Utah Release Broadcast beginning on April 5th at 9am PT to see some of these features demonstrated. Then, schedule a conversation and demo with your account team or contact us here.
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