CSM Overview Plans and Packages Getting Started
Product Customer Service Management (CSM) Revolutionise customer service and deliver great experiences with AI. Accelerate self-service, improve agent productivity and speed resolution time while reducing costs. Watch Demo Get Data Sheet
The world works with ServiceNow®
How does CSM work? Connect people, data and processes in one system of action with CSM. Make self-service smarter, free up agent time to focus on the customer and intelligently orchestrate and automate workflows for faster issue resolution. Our single architecture, prebuilt workflows and built-in AI agents deliver rapid value, reduced costs and drive ongoing results. Learn More See Infographic
Benefits of CSM Accelerate self-service Deflect calls and boost satisfaction by enabling customers to get answers and take action through AI-powered conversational chat, portals and more. Video CTA Read Ebook Increase agent productivity Free up agents to focus on customers. Let AI agents handle routine tasks and provide AI-generated case summaries, recommended actions and call notes. Video CTA See CX Trends Speed up issue resolution Automate routine and complex tasks and let AI agents do the legwork. Uncover bottlenecks and simplify processes to resolve issues quickly and consistently. Video CTA Read Blog Transform with a single platform The ServiceNow AI Platform unites AI agents, data and workflows on one enterprise-grade platform built for scale, trust and efficiency. Video CTA Explore Platform
Use cases for CSM
AI agents
AI agents Let AI agents handle routine tasks and complete processes autonomously, freeing up human agent time and helping scale the call centre 24/7. Explore AI Agents Learn More
Related links Generative AI - Now Assist Responsible AI
Self-Service
Self-Service Empower customers to get answers and take action through an AI-powered conversational chat. Guide customers through personalised action steps across chat, portals, catalogues and more — so customers can get what they need fast. Get Data Sheet Learn More
Related links Service Portal AI Search AI agents
Agent Workspace
Agent Workspace Provide a single, configurable workspace integrated across channels for a holistic customer view. AI-powered case summaries, guided playbooks and recommendations make it fast and easy to provide great service. Get Data Sheet Learn More
Related links Playbooks for CSM Guided Decisions
Case Management
Case Management Orchestrate complex customer issues seamlessly across departments. Speed up resolution times and boost customer satisfaction with a unified data model and automated workflows. Get Data Sheet Learn More
Related links Task Intelligence Workforce Optimization
Knowledge Management
Knowledge Management Let ServiceNow AI Agents create and share relevant knowledge articles and case summaries quickly with your human agents and customers. Learn More
Related links Self-Service Service Portal
Predictive Intelligence
Predictive Intelligence Use AI to anticipate customer needs, automate resolutions and reduce case volume. Achieve value faster with smart, proactive service. Get Data Sheet Put AI to Work
Related links Process Mining Task Intelligence AI agents
OUR CUSTOMERS Industry leaders rely on ServiceNow See All Stories 20% Reduction in customer churn Video CTA Learn More 125 Service management platforms integrated on one platform Video CTA Learn More 30% Of key processes now automated Video CTA Learn More 1 System to replace five systems Video CTA Learn More 120 Customers migrated in a two-year process Video CTA Learn More
Third-party software integrations Integrate anything with ServiceNow. Bring your existing software investments onto our platform to connect your people, processes, apps and data. See All Integrations
Resources for you See All Resources Guide Transform Customer Service Experiences with Now Assist Use GenAI-powered Now Assist to accelerate self-service, boost agent and technician productivity, and speed up resolution time.  Video CTA Read Now Webinar Generative AI: Fact, Fiction and the Future of Work Video CTA Watch Now Blog ServiceNow Named a Leader in Gartner® Magic Quadrant™ for CRM CEC 2024 Video CTA Read Blog ebook Three Ways to Elevate the Customer Experience and Reduce Costs Video CTA Read Ebook
ServiceNow Impact® Get the support and expertise you need to realise value fast. Achieve success your way with a success plan tailored to you. Learn about Impact
Frequently asked questions Expand All Collapse All What are customer service metrics?
Customer service metrics are the key performance indicators (KPIs) that provide reliable tracking and analytics data on customer service. ServiceNow enhances customer service metrics by providing tools to track and improve KPIs. ServiceNow CSM offers real-time visibility into metrics, integrates AI to capture and improve data, and features strong reporting capabilities to drive continuous improvement and customer satisfaction.
What is a customer journey map?
A customer journey map is a tool designed to help visualise and communicate buyers' processes, needs and perceptions as they engage with a business. ServiceNow CSM enhances customer journey maps by tracking, managing and optimising interactions across all touchpoints. Organisations can visualise interactions, identify pain points, automate workflows, personalise engagements, monitor performance and integrate channels into a unified interface. This helps organisations understand customer behaviours better and improve their customer service processes.
What is an AI agent?
ServiceNow AI Agents are designed to operate 24/7, autonomously gathering data, making decisions and executing tasks to achieve predefined goals. Integrated into the ServiceNow AI Platform, these AI agents can handle routine tasks such as processing customer return requests, as well as more complex tasks like managing product recalls. Additionally, they enhance the productivity of human agents by summarising chats and cases, generating email replies and knowledge articles, and helping them complete tasks more efficiently.
What is a Net Promoter Score (NPS)?
Net Promoter Score is a metric to quantify and chart customer satisfaction, asking current buyers how likely they are to recommend a brand to others. ServiceNow CSM helps improve NPS by tracking feedback efficiently and quickly identifying pain points that affect customer satisfaction. It automates follow-up actions to address concerns and tailors responses based on individual feedback. The platform continuously monitors and improves service quality, integrating data from multiple channels for a comprehensive view.
What is a chatbot?
A chatbot simulates human conversation, ranging from simple to complex capabilities, aiding 24/7 customer support. With ServiceNow's Virtual Agent, organisations can automate responses, handle complex interactions through AI and personalise user engagement. The platform integrates with other systems for detailed support, continuously monitors performance and ensures 24/7 chatbot availability. These enhancements significantly improve customer service efficiency and satisfaction.
Talk with an expert Connect with our product experts to arrange a custom demo. See how CSM can transform your business. Schedule Demo
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