In the current competitive environments delivering exceptional customer service is made it mandatory for businesses to deliver on customer service. You can take advantage of ServiceNow’s Customer Service Management (CSM) to gain a number of benefits for your customer service department and its customers.
Understanding ServiceNow CSM
ServiceNow CSM is a complete product that serves as the framework for dealing with customer life cycle management, beginning with the acquisition cycle. It can track every interaction with the customer, solve a problem, and enhance customer satisfaction all in one place.
Key features of ServiceNow CSM include:
Case Management: Effectively track the customer feedback and complaints and other customer related issues with a central case management application.
Knowledge Base: Develop and maintain a vast supporting database to enable the customers to lower the number of tickets.
Customer Satisfaction Surveys: Take surveys and polls from customers to determine how satisfied they are with the company’s services or products.
Agent Productivity Tools: The complaints should be answered promptly, arming agents with the information they need to solve them effectively by reducing costs.
Integration with Other ServiceNow Modules: Ensure CSM is easily interoperable with other ServiceNow modules like ITSM and HRM to capture end-to-end customers’ engagements.
The returns accrued from ServiceNow CSM
Implementing ServiceNow CSM can offer numerous benefits to your business, including:
Improved Customer Satisfaction:
Every customer would like to deal with a friendly and efficient CCSR officer to receive good customer service hence improving customer satisfaction and loyalty.
Increased Productivity:
CSM in ServiceNow eliminates repetitive tasks, meaning agents need to tackle more complex jobs thereby increasing efficiency.
Enhanced Visibility:
Get full reporting and analytics on the customer behavior, their preferences and their level of satisfaction.
Reduced Costs:
Enhance customer service organization efficiency and minimize the expenses on managing customer relations.
Improved Compliance:
The customers should also be treated with respect of the guidelines set by the different industry regulators and associations regarding the customer services.
ServiceNow CSM and Your Business
It has been found that ServiceNow CSM can be adopted according to your organizational needs whether big or small and from any industry. It doesn’t matter if you’re a start-up or on the Fortune 500, ServiceNow CSM will assist in achieving customer success.
Here are some examples of how ServiceNow CSM can benefit your business:
Retail: Enhance customer satisfaction on efficient support for online order, returns and in store queries.
Financial Services: Simplify procedures for attracting the client, opening individual accounts, and handling client complaints and disputes.
Healthcare: Enhance patient satisfaction and grab effective results in patient health by handling the patient’s query and appointment efficiently.
Technology: Ensure customers who are using your products or receive some of the services you offer receive quick technical support or assistance when troubleshooting their issues.
Partnering with ServiceNow
To get the maximum value from ServiceNow CSM it will be beneficial to engage a professional ServiceNow partner. Currently, ServiceNow partners can provide such activities as implementation of solutions, their adjustments, and maintenance.
Conclusion
ServiceNow CSM Services helps to ensure that it provides a strong foundation to advance your customer service direction and meet your client’s needs. If you implement ServiceNow CSM and choose a reliable ServiceNow partner, lifecycle can positively affect customer perception about offerings, results show increased operational effectiveness, and, therefore, business success.
