In today's environment, organizations are under pressure to drive higher efficiencies and lower costs, while striving to stay competitive by delivering differentiated experiences to meet rising customer expectations. It requires breaking down silos across departments and with outside partners, helping teams work better together. It also means finding cost effective ways to remove mundane, repetitive tasks to increase productivity, allowing agents and employees to focus on what matters most – delivering exceptional customer experiences.
We’re pleased to say that the latest Customer Service Management (CSM) innovations in the Vancouver release can help with it all!
Here are the top innovations we’ll discuss:
- Now Assist for CSM
- ServiceNow Voice: Agent and Queue Transfer
- CSM+FSM: Install Base Maintenance Plans
- Service Model Foundation: Available Services and Customers Served
Now Assist for CSM
Now Assist for CSM can accelerate customer service agent productivity with new Generative AI capabilities.
Previously, agents and managers had to read entire manually entered chat transcripts or case histories / work notes to understand a customer’s issue, which often contain inconsistent summaries between agents and are time consuming to both write and read through. With new capabilities like Chat Summarization and Wrap-up and Case Summarization and Wrap-up, the agent can generate a complete summary with the click of a button when ending a chat or closing a case, helping other team members review pertinent information at-a-glance and get up to speed on the customer's issue quickly.
Agents can now also save time with Now Assist Panel, using a conversational panel embedded in their workspace to summarize and update their assigned cases and generate knowledge on-demand.
Not only can these capabilities save time, but they also can reduce resolution time, improve operational accuracy and insight, and enable agents and managers to make decisions faster.
ServiceNow Voice: Agent and Queue Transfer
With Vancouver, we are extending our ServiceNow Voice capabilities to improve agent productivity with agent and queue call transfers. Agents can now transfer calls to another agent, or to a queue, along with real-time voice transcripts. This helps ensure the right agent is handling the customer’s issue and is equipped with all the required customer context, increasing customer satisfaction and improving contact center metrics.
ServiceNow Voice uses OpenFrame, used to communicate with CTI vendors for agents to place and receive calls. In the Vancouver release, organizations can configure OpenFrame with a custom Contact Control Panel (CCP) or Agent UI.
These features work out of the box with Amazon Connect and APIs are available for other Contact Center as a Service (CCaaS) vendors to leverage.
Customer Service Management (CSM) + Field Service Management (FSM) Install Base Maintenance Plans
Having a single source of information for maintenance plans is critical to ensure customer service agents and field technicians have the right information to address customer issues correctly and quickly. CSM + FSM Install Base Maintenance Plans is a fantastic better-together capability available in our Vancouver Family release.
Customer service agents now have a comprehensive view of the install base item including planned maintenance and planned and completed work orders. CSM Agents can now answer customer questions around work order statuses instead of transferring such inquiries to FSM dispatchers, driving higher customer satisfaction.
Service Model Foundation: Available Services and Customers Served
With the Vancouver release, ServiceNow is introducing two new features of the Service Model Foundation: Available Services and Customers Served.
As companies expand their customer service value chain to include B2B2C/B2B2E business models and third party-owned service organizations such as franchise stores, building and maintaining a relationship with the ultimate end consumer is critical to gaining customer trust and loyalty.
Service organization staff and central support teams need visibility into the services offered at different business locations to guide the customer requests to the right location and ensure their needs are met.
For example, an auto manufacturer captures the car buyer's information from a franchise-owned dealership and can guide the customer to another authorized local dealer for planned maintenance when the customer moves to a different state. Building a relationship with the end consumer ensures the manufacturer can track customer satisfaction with the dealership, such as on-time delivery or quality of service.
With Available Services, managers and staff can easily find all the services their business location offers, as well as locate the right business location that offers or specializes in a requested service.
With Customers Served, businesses can associate accounts, consumers, and households with specific business locations, tracking the customer journey across various parts of the company’s customer service value chain, including third-party owned business locations.
These are just some of the many Vancouver Family Release features for Customer Service Management introducing a range of powerful new features, including generative AI, to streamline operations, boost agent productivity, and improve the customer experience. By leveraging these features, businesses can deliver the top-tier customer service that today's customers demand while simultaneously increasing efficiency and reducing operational costs.
For more information, review the release notes and check out the Vancouver Release Broadcast, then schedule a meeting and demo with your account team, or contact us here.
