Getting a first response time and increasing the first contact resolution rate are just the small benefits you can get using ServiceNow Customer Service Management (CSM). Actually, a ServiceNow CSM solution can help you go further by improving your interdepartmental collaboration on solving customer issues and adopt a proactive customer service to increase your customer satisfaction ranking and retention rates.
ServiceNow Customer Service Management gives customers a portal that delivers an effortless self service experience. Our method connects people, workflow, and ways to engage across departments in resolution and case management. This solution improves efficiency in automation and gives the agents visibility into the customer systems, and tools for carrying out the root cause analyses to deliver proactive services.
The result is customer service that is,
The primary goal of the customer service management process is to resolve the customer’s issue/request as quickly as possible, provide a positive customer experience.
When customers have problems, they expect a quick resolution and a very easy engagement process. They have multiple engagement methods, from online self service to direct engagement with service agents over a choice of phone, email, chat, etc. To provide the maximum level of service, agents require real time metrics, and real time collaboration mechanisms are not available in traditional systems.
ServiceNow CSM provides customers with quicker and easier ways to engage with customer service while giving agents greater efficiency and speed. Royal Cyber, along with ServiceNow, can deliver customer service by connecting systems and workflows. This enables the 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.
Customer Service Management from ServiceNow: Powering Customer Service for the Digitally Connected Economy that involves meeting the needs of customers through digital channels to reduce the amount of time it requires a customer to wait for a response.
The CSM application lets customers quickly find what they need and route their requests to the support staff. These customer requests are stored as data on the platform. The CSM tool organizes the data allowing you to quickly evaluate the performance and provides relevant data for customer service improvement. The data trends empower you to address issues proactively. Support staff can identify common issues and be prepared to resolve them in the future. This quick turnaround relieves frustrated customers, leading to higher customer satisfaction and retention.
Major Issue Management
Customer Service Virtual Agent
Communities, Knowledge Management
Customer Project Management
Case entitlement derivation
External user approval for change and request records
Proactive case flows
Service health status
Priority of cases
Outage tracking for Customer Service Management
Proactive Customer Service Operations dashboard
Contracts and entitlements for install base
Install base in Agent Workspace
Highlight list fields
Interaction form related lists
Record time worked on cases
Verify client scripts
Customer account escalation
Timeline enhancements to view case activities summaries
Creating an incident from an instance
Expiring special handling notes
Updates on case-related data and case statuses can be viewed by customer service agents and external customers
Everywhere the focus is on customer service effectiveness instead of efficiency. To deliver topmost quality customer service, the Royal Cyber offers assistance to incorporate sophisticated ServiceNow tools. To learn more about how you can take your customer service to a new level or discuss your CSM needs with our expert team, you can email us at [email protected] or visit www.royalcyber.com