ServiceNow Customer Service Management

What is ServiceNow Customer Service Management?

ServiceNow Customer Service Management (CSM) is a comprehensive cloud-based platform that enables organizations to manage customer interactions and streamline their customer service operations. The platform's architecture is designed to integrate seamlessly with existing IT infrastructure, ensuring minimal disruption to existing workflows

Highlights

• Omni-channel communication: Empowers customers to engage on the channel of their choice, including self-service, and enables agents to manage the entire lifecycle of customer interactions
• Case management: Provides agents with a comprehensive set of tools to assign cases, monitor progress, manage priority, and track resolution metrics
• Actionable analytics: Offers interactive dashboards that provide valuable insights into customer behavior and enable data-driven decision-making to optimize customer service operations
• Playbooks for CSM: Allows agents to request information from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform, enabling more efficient case resolution
• Order management: Offers a comprehensive set of tools to manage the entire order management lifecycle, from order capture to status tracking.