10/01 Ask the Experts: Proactive Customer Service for Digital Services

Published on by LisaLatour

"Why am I telling you there's a problem?" is a customer statement no company wants to hear—especially when the company offers digital services, whether it’s software as a service or a connected device. Legacy tools and siloed processes and systems used by operations and customer service teams prevent companies from proactively identifying customers impacted by digital service disruptions, much less notifying them quickly.

Why is proactive customer service critical for customer satisfaction and loyalty—and challenging to get right? What elements are essential? How does machine learning and end-to-end service management speed up resolution?

Join Rahul Guha and Abhi Rele from the CSM Product Management team as they discuss best practices and show you a live demo of how you can delight your customers with proactive service from issue to resolution.

Don’t miss this chance to interact with CSM Product Management and learn how you can improve the customer experience, fix problems before customers contact you, minimize the impact of critical issues, and reduce inbound calls.

recorded: Tuesday, October 1, 2019

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Rahul Guha

Product Management Director, CSM

Rahul leads Inbound Product Management for Service Operations in the Customer Workflows business unit at ServiceNow. In this role, he works with other ServiceNow Business Units e.g. ITSM and ITOM to define service management capabilities that helps our customers work across traditional organizational silos and offer end to end issue resolution and proactive service to their customers. Prior to ServiceNow, Rahul worked at Apigee and MuleSoft. In his spare time, Rahul likes to explore the bay area on his bike.

Abhi Rele

Outbound Product Management Director, CSM

Abhi Rele leads Outbound Product Management for Service Operations in the Customer Workflows business unit at ServiceNow. He works closely with customers, sales, and marketing on positioning, articulating value, and driving adoption of CSM. Prior to ServiceNow, Abhi launched the first enterprise IoT platform at Samsung and Apigee (Google). Abhi is passionate about how digital / IoT / AI is changing the way we work and live, and is always looking for a good nonfiction book to read.