Improve the customer experience with ServiceNow CSM
In today’s customer-centric era, organizations are finding that traditional CRM falls short as a customer service platform. For a great service, organizations need end-to-end visibility to address customer issues, wherever they originate.
ServiceNow Customer Service Management (CSM) is a powerful platform that helps organizations to improve their customer service operations. It provides a comprehensive set of tools for managing customer service requests, incidents, and problems, as well as automating and streamlining customer service processes. It seamlessly integrates an enterprise’s front, middle and back-office teams across departments, helps them to deliver friction-free customer experience.
Being a ServiceNow Premier Partner, Nous’ CSM experts provides omni-channel service and enhance customer engagement level by connecting departments, workflows, and technology in order to assign, manage, and resolve complex issues end-to-end.
ServiceNow CSM Solution Offerings
Agent Workspace
Utilize agent intelligence for efficient task prioritization and delegation, providing a unilateral platform for employee-customer interactions and issue resolution.
Case Management
Manage cases with ease and customized case forms to make it easier for agents to collect only needed information, while also managing SLAs and outsourcing services.
Omni-Channel
Integrates communication channels to provide seamless and consistent experiences across all touchpoints.
Self-Service
Allow customers to resolve their inquiries or issues through online portals or automated tools independently without agent assistance.
Virtual Agent
AI-powered self-service module that automates customer interactions, reduces workload, improves service efficiency, and resolves issues fast.
Advanced Work Assignment
Automatically assign work items to available customer service agents based on skill sets, capacity and availability.
Guided Decisions
Enables front-line and middle-office agents to resolve complex problems more quickly.
Predictive Intelligence
Powerful set of tools for AI and ML-based recommendations that are based on user inputs and a vast range of enterprise data.
Workforce Optimization
Set of processes and technologies designed to improve agent performance, efficiency, and customer experience, by aligning agent scheduling, training, and quality assurance.
Process Optimization
Streamline and improve service delivery workflows and procedures for efficiency and effectiveness.
Knowledge Management
Provide instant access to relevant knowledge for customers and agents.
Task Intelligence
Use data analysis to automate task assignment and optimize agent productivity.
Customer Project Management
Manage and track customer-specific projects to ensure successful delivery.
Business Benefits of Customer Service Management
Enhanced service quality and efficiency
Automate common customer requests
Proactively address customer issues
Streamline processes and reduce operational costs
Better resource allocation and utilization
Offers omni-channel support
Improves customer satisfaction and loyalty
Why Nous?
Resources
3 Things to consider before choosing a customer service management (CSM) software
Understand why CSM should be a part of your business strategy and how to choose the right CSM software.
