Customer communication

Prioritize clear, timely, and meaningful customer interactions to ensure satisfaction and loyalty. Leverage comprehensive suite of tools to facilitate robust customer communication and enhance service management practices.

Table 1. Different ways of customer communication

Using Playbooks for Portals	Whether you're a customer service agent or a customer, you can use Customer Service Management (CSM) playbooks on service portals to complete the tasks and activities that you need to resolve your cases.
Using Walk-up Experience	Use the Walk-up Experience feature to check-in at a walk-up location, book appointments from the customer service portal, and monitor queues.
Using Auto-Responder for case deflections	Deflect cases by automatically sending relevant content through the Auto-Responder feature after a customer contact or consumer creates a case.​
Using Omnichannel Callback for Customer Service Management	The ServiceNow Omnichannel Callback for Customer Service Management app enables a callback option for customers when there’s a long wait time for a live agent.
Using the Customer Service Portal	Search for information about a question or an issue, or request assistance from a customer service agent.
Using the Consumer Service Portal	The Consumer Service Portal is a web interface that your company can use to provide information and support to consumers.
Using Conversational Appointment Booking	Customers can initiate an appointment booking conversation in a chat on your support portal using a Virtual Agent, and Agents can use Autopilot to display Virtual Agent topics during conversations.
Using the Business Location Service Portal	Use the Business Location Service Portal (BLSP) available with the Customer Service Management (CSM) application as a one-stop shop to manage the internal and external business locations.