Exploring Customer Service Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Exploring Customer Service Management

    The Customer Service Management (CSM) application in ServiceNow helps organizations efficiently resolve customer issues and requests by enabling a proactive approach to customer service. It connects front, middle, and back office teams, automates processes, and provides service agents with real-time visibility into customer systems and tools. This leads to increased customer satisfaction and retention by detecting and preventing issues early, automating resolutions, and maintaining records of known problems to avoid recurrence.

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    Key Features

    • Customer Data Management: Collects, organizes, updates, and analyzes customer information to improve service delivery.
    • Self-Service Portal: Integrated with knowledge articles, service catalogs, communities, and chatbots to empower customers to resolve issues independently.
    • Omnichannel Support: Enables customer support across multiple channels including phone, messaging, chat, web, email, in person, and social media.
    • Agent Experience: Enhances agent efficiency for faster issue resolution and improved customer experience.
    • Case Management: Manages interactions, service level agreements (SLAs), account relationships, and outsourced services.
    • Install Base Management: Identifies customer support needs and opportunities for upselling add-ons.
    • Intelligence: Automates task creation, triage, investigation, issue routing, solution recommendation, and trend identification for accelerated resolutions.
    • Analytics and Insights: Provides visibility and deep understanding of data to identify process-impacting areas.
    • Optimization: Monitors and analyzes processes, teams, and performance to ensure standards conformance and continuous improvement.
    • Engagement Messenger: Embeds a messenger-like pop-up on websites or mobile sites that allows customers to browse knowledge, create cases, and interact with Virtual Agent through a configurable interface.

    Key Outcomes

    • Streamlined operations across all customer service teams (front, middle, back office) for improved efficiency.
    • Increased customer satisfaction through proactive issue detection and automated resolutions.
    • Empowered customers with self-service options across multiple channels, reducing dependency on agents.
    • Enhanced agent performance with real-time information and intelligent guidance for quicker case resolution.
    • Comprehensive case tracking from creation to completion, ensuring accountability and continuous service improvement.
    • Ability to monitor and optimize service processes consistently, ensuring compliance and effectiveness.

    Learn how the Customer Service Management (CSM) application can help your organization resolve customer issues and requests for your customers. By adopting a proactive customer service approach, you can increase your customer satisfaction and retention.

    Overview of Customer Service Management

    With the Customer Service Management application, you can automate your processes and give your service agents visibility into the customer systems and tools that they need to deliver proactive services to your customers. Key benefits of the Customer Service Management application include:
    Connecting your teams to boost efficiency
    You can bring your front, middle, and back offices together so that you can proactively address customer issues and enable more self-service through automation.
    Establishing real-time visibility into your customers’ products and services
    Proactively detect and prevent issues by sending preemptive alerts to your affected customers. You can identify and predict trends to drive the actionable improvements and automate the resolutions for the most often recurring problems.
    Identifying and assigning your issues directly
    You can connect your teams to track issues to a resolution by directly contacting the customer's department and quickly resolving these issues. You can also maintain a record of the known issues so that future customers don’t have to experience the same problems.

    Whether starting or expanding your implementation of Customer Service Management, learn more about the available features that you can use to improve your customer service experience and to track your cases from start to finish.

    Customer Service Management workflow

    The following infographic shows a sample Customer Service Management workflow that describes the different stages handled by an agent, from creating a new case to the case completed.

    Figure 1. Visual representation of the CSM workflow
    Agent engages with a customer and either provides an immediate solution or creates a case to resolve the issue.

    Benefits

    By utilizing CSM, you can streamline operations throughout the front, middle, and back office, resulting in improved efficiency. Additionally, you can implement self-service features across multiple channels and automate issue resolution. Furthermore, CSM empowers agents with real-time information and intelligent guidance, ultimately enhancing their performance.

    Table 1. Benefits of CSM features
    Benefits Key Features Role
    Learn how to collect, organize, update, and analyze data about your customers. Customer Data Management Manager
    Drive self-service from a portal that is integrated with knowledge articles, service catalogs, communities, and chatbots. Self- Service Administrator
    Support your customers across phone, messaging, chat, web, email, in person, and social media. Omnichannel Agent
    Improve your agent efficiency for faster resolution and a better customer experience. Agent experience Manager
    Manage the interactions and service level agreements (SLAs), model account relationships, and outsourced service. Case management Administrator
    Quickly identify the support that a customer needs as well as the opportunities for adoption and selling other add-ons. Install Base management Agent
    Increase your productivity with automated task creation, triage, and investigation so customers get answers fast. Also, learn how to route issues, recommend solutions, and identify trends. Intelligence Manager

    Get at-a-glance visibility and a deep understanding of the data and identify areas that impact your processes.

    		 Analytics and Insights Manager
    Instantly monitor and analyze your processes, teams, and performance. Also check your conformance to standards, and learn how you can constantly optimize and improve your processes. Optimization Manager
    Embed a messenger-like pop up inside any website to interact with ServiceNow features, such as browsing knowledge, creating a case, and interacting with Virtual Agent and manage how your customers use your web applications and services from one central location. You can also configure the behavior and styling of the messenger and deploy the configuration on the websites or mobile sites of your choice. Engagement Messenger for Customer Service Management Administrator