Maximize your Customer Service Delivery with ServiceNow CSM
Launch ServiceNow CSM and Delight your customers.
ServiceNow CSM seamlessly integrates an enterprise’s front, middle and back-office teams across departments, enabling them to deliver omnichannel customer support 24X7. With advanced AI Chatbots and modernized self-service portals, ServiceNow CSM perfectly meets customers’ expectations.
ServiceNow CSM in Action. Expertise.
Case Management
ServiceNow Case Management streamlines the entire case management process. Customized case forms make an agent work easier to collect only the needed information. Identifying the high-priority tasks followed by timely actions avoids SLA violations.
Agent Workspace
ServiceNow Agent Workspace boosts agent productivity through multitasking. Faster resolution of issues through automated suggestions from AI-powered machine learning and get alerted on future major incidents well in advance. Agents get notified of live updates through activity feed and analytics.
Omni-channel
ServiceNow Omnichannel Support Service enables customers to reach via multi-channel communication path and stores all the previous interactions that happened through chat, email, application, web, social media, or phone calls are organized and recorded in one place.
Proactive Customer Service Operations
ServiceNow Proactive Customer Service Operations alerts the agents on outages and reduces the MTTR drastically. Proactive monitoring leads the agents to reach out only to the affected customers and resolve the issues immediately. Multiple grouping of cases aids the agents’ support customers with readily available information, thus reducing the overall future case volume.
Customer Self-Service Portal
ServiceNow Self Service Portal gives a 360-degree view of ongoing, pending, and closed cases to customers. Self-service portal enhancement delivers a better personal experience in terms of usage and UI functionality.
Virtual Agent
ServiceNow Virtual Agent helps employees and customers to troubleshoot issues on their own with a personalized experience. An AI-powered ServiceNow chatbot with pre-built conversations swiftly resolves issues making it easy for all.
Field Service Management
ServiceNow Field Service Management helps an organization to manage location-based fieldwork safely and efficiently. Seamless integration between teams, modern mobile applications, and ticketing system ensures automatic assignment of jobs to the most qualified field worker.
Knowledge Management
ServiceNow Knowledge Management enhances self-service standards by assisting the customers with the required information through workflow automation, AI-powered machine learning, and relevant articles. Continuous monitoring reveals the knowledge gap that needs to be updated.
Communities
ServiceNow Communities enables peer-to-peer communication for employees and customers, where they gain insights from experts and solve issues on their own. Automatic creation of tickets on unanswered questions in the community forum based on the set rules.
