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 authorised 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 organisation’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 centralised 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 centre.
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 your customers.