Omnichannel customer service and support simplifies the entire customer communication process. Customer interactions can originate anywhere and move across multiple channels, while still maintaining a continuous conversation. At the same time, customer information is stored in a single location, easily retrievable by authorized agents throughout all relevant teams and departments. ServiceNow brings these advantages to you, with Customer Service Management.
Customer Service Management provides a dedicated, unified service
portal and the ability to add service channels to pages across an
organization’s web properties. Customers can start chats with virtual or
live agents, search knowledge base articles, create cases, send emails,
reach out via telephone, and more. Additionally, ServiceNow messaging
allows agents to engage customers in ongoing conversations across
topics, cases, and requests, and centralized customer activity history
provides details into omnichannel interactions, time sequenced for easy
review. ServiceNow also supports in-person or in-store experiences, and
agents serving customers have the same view into the customer's history
as agents in the contact center.
When it comes to providing your customers with a seamless omnichannel
service experience, ServiceNow Customer Service Management gives you
the tools and resources to help ensure success, for your business, and