Customer Service Management (CSM) goes beyond CRM. Remove siloes and connect customer service with other teams to improve customer satisfaction.
CSM Overview Plans and Packages Getting Started
Product Customer Service Management (CSM) Revolutionize customer service and deliver great experiences with CSM and AI. Accelerate self-service, improve agent productivity, and speed up resolution time while reducing costs. Watch Demo
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How does CSM work? Connect people, data, and processes in one system of action with CSM. Use the power of AI to 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, reduce costs, and drive ongoing results. Learn More See Infographic
Benefits of CSM Drive customer loyalty and decrease costs. Accelerate self-service Deflect calls and increase satisfaction by enabling customers to get answers and take action through an AI-powered conversational chat. Guide them with personalized steps via chat, portals, catalogs, and more. See Data Sheet Read Ebook Featured capabilities Service Portal Service Catalog Engagement Messenger Boost agent productivity Free up agents to focus on customers by letting AI agents handle routine tasks and providing AI-generated case summaries, recommended actions, and call notes. Give your teams one unified desktop with everything they need to serve customers in one place. See CX Trends Read Ebook Featured capabilities AI Agents CSM Configurable Workspace Case Management Speed up issue resolution Automate routine and complex tasks and let AI agents do the legwork. Uncover bottlenecks and streamline processes to resolve issues quickly and consistently. Read Blog Learn More Featured capabilities Process Mining Guided Decisions Predictive Intelligence The ServiceNow AI Platform for business transformation Only ServiceNow unites AI, data, and workflows on a single enterprise-grade platform built for scale, trust, and efficiency. All of our products run on this unified cloud application platform, the ServiceNow AI Platform. Explore Platform Watch Video (1:28) Featured capabilities AI Workflow Data Fabric Workflow Automation
Use cases for CSM AI Agents Self-Service Agent Workspace Case ManagementKnowledge Management Predictive Intelligence AI Agents Let AI Agents handle routine tasks and complete processes autonomously, freeing up human agent time and helping scale the call center 24/7. Explore AI Agents Learn More Related links Generative AI - Now Assist Responsible AI Self-Service Empower customers to get answers and take action through an AI-powered conversational chat. Guide customers through personalized action steps across chat, portals, catalogs 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 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 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 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 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 More
OUR CUSTOMERS Industry leaders rely on ServiceNow to make work better See All Stories 20% reduction in customer churn Learn More 125 service management platforms integrated on one platform Learn More 30% of key processes now automated Learn More 1 system to replace five systems Learn More 120 customers migrated in a two-year process 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. Read Now Webinar Generative AI: Fact, Fiction, and the Future of Work Watch Now Blog ServiceNow Named a Leader in Gartner Magic Quadrant for CRM CEC 2024 Read Blog ebook Three Ways to Elevate the Customer Experience and Reduce Costs Read Ebook Use the ServiceNow ecosystem Explore our learning tools, community, and partner offerings to find the level of support you need. Training and certification Boost your career with a globally recognized ServiceNow certification. Button Partners Find a ServiceNow partner that has proven expertise to meet your business needs. Button Product documentation Learn how to use our products, find answers to your technical questions, and explore products by release. Button Community Join our community to learn, share, and connect with users about ServiceNow solutions. Button
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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 visualize and communicate buyers’ processes, needs, and perceptions as they engage with a business. ServiceNow CSM enhances customer journey maps by tracking, managing, and optimizing interactions across all touchpoints. Organizations can visualize interactions, identify pain points, automate workflows, personalize engagements, monitor performance, and integrate channels into a unified interface. This helps organizations understand customer behaviors 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 summarizing 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, organizations can automate responses, handle complex interactions through AI, and personalize 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.

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