When customers have problems, they expect fast resolution and a simple engagement process. They prefer multiple engagement methods, from self‑service online to direct engagement with service agents over their choice of phone, email, or chat, etc. To provide the highest levels of service, your agents need real‑time metrics and real‑time collaboration mechanisms that just aren’t available through traditional tools.
ServiceNow Customer Service Management is different. We give your customers a portal that delivers an effortless self‑service experience. Our approach connects people, workflow, and processes to engage across departments in case management and resolution. We improve efficiency with automation that gives agents visibility into the health of customer systems, and tools for performing root cause analyses to deliver preemptive service. The result is customer service that is effortless, connected, and proactive.
Provide Customer Self-Service
Automate Repetitive Requests
Offer Omni-Channel Engagement
Connect Customer Service to Other Departments
Visualize Install Base Health
Anticipate and Respond to Service Trends
Send Proactive Targeted Communications
Provide customers with faster and easier ways to engage with customer service while giving agents greater efficiency and speed. Deliver customer service as a "team sport" and connect systems and workflow to enable diagnosis and resolution of underlying causes of customer issues across the organization, resulting in lower support costs, increased customer satisfaction, and strategic focus on new business, transformation, or revenue.