{"id":6392,"date":"2024-06-20T16:01:02","date_gmt":"2024-06-20T13:01:02","guid":{"rendered":"https:\/\/www.dev-hd.com\/?page_id=6392"},"modified":"2024-08-30T06:25:32","modified_gmt":"2024-08-30T03:25:32","slug":"customer-service-management","status":"publish","type":"page","link":"https:\/\/www.dev-hd.com\/servicenow\/customer-service-management\/","title":{"rendered":"Customer Service Management"},"content":{"rendered":"\n
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Customer Service Management<\/span><\/h1>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div>
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Elevate your customer service while managing operating costs effectively. Quickly resolve issues and delight customers with AI-powered self-service solutions. Empower your agents with real-time information to enhance their productivity and ensure exceptional service delivery.<\/span><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div>

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One platform for enterprise automation<\/h3>\n
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Use AI to improve deflection, foster productivity, and streamline processes. Automation lets you control complexity while scaling customer service ops for business growth. CSM runs on the Now Platform®, a single system of action for the enterprise.<\/span><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div>

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Key Success Factors<\/h3>\n
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tSelf-service across multiple channels\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Engage with your customers using their preferred communication channels. From social media to AI-powered virtual agents, enhance experiences, automate issue resolution and reduce customer effort.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tEnhanced cross-department collaboration\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Use AI to streamline the flow of work within your customer operations teams. Enjoy AI-powered solutions that provide end-to-end visibility to all stakeholders.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tReal-time insights for agents\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Equip your agents with GenAI infused tools to quickly resolve customer requests. Proactively manage issues impacting multiple customers while improving team productivity.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Featured apps and capabilities for Customer Service Management<\/h3>\n
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CSM groups key applications and capabilities into packages that can scale with you as your needs change<\/span><\/p>\n<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div>

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t Now Assist for CSM\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Improve customer experience and boost agent productivity with generative AI on the Now Platform. <\/p>\n

Get Data Sheet<\/span><\/a><\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tSelf-Service\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Drive self-service from a portal integrated with knowledge, service catalogs, communities, and chatbots.<\/p>\n

Get Data Sheet<\/span><\/a><\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tWorkforce Optimization\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Manage teams effectively with real-time visibility into agent scheduling and performance.<\/p>\n

Get Data Sheet<\/span><\/a><\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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Improve outcomes by optimizing process flows to streamline work.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tVirtual Agent\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Resolve issues fast with an intelligent chatbot that understands simple, human language.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tGuided Decisions\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Help agents resolve cases with contextual next best action recommendations.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tPredictive Intelligence\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Simplify and accelerate everyday work with built-in machine learning.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div>

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tEngagement Messenger\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Embed rich self-service experiences in third-party websites via configuration.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tOmnichannel\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Support customers across phone, messaging, chat, web, email, in-person, and social media.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tWorkspaces\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Improve agent efficiency with a single workspace built to facilitate resolutions.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tCase Management\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Manage interactions and SLAs, model account relationships, and support outsourced service.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tService Model Foundation\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Model service organization structures and their relationships to meet your business needs.<\/div>\n<\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tAdvanced Work Assignment\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Boost customer satisfaction by providing an efficient in-person service experience.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tService Management for Issue Resolution\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Identify, diagnose, and permanently resolve customer issues.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tKnowledge Management\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Improve business efficiency with easy knowledge sharing and collaboration.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tTask Intelligence\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t
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Boost agent efficiency and customer satisfaction with intelligent service automation.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Our
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Get set up for success with a robust roadmap and implementation strategy that is aligned with your business goals.<\/span><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div>

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Assessment of
Current Processes<\/h3><\/div><\/div><\/div>
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You receive an evaluation of your existing customer service processes to identify areas for improvement.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div>

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Strategy Proposal
& Implementation Plan<\/h3><\/div><\/div><\/div>
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You receive a comprehensive strategy proposal and implementation plan designed to meet your ROI goals.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div>

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Solution
Implementation<\/h3><\/div><\/div><\/div>
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We implement the ServiceNow solutions, seamlessly integrating with existing systems when necessary.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div>

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Performance Monitoring
& Support<\/h3><\/div><\/div><\/div>
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We assist you in monitoring and evaluating the performance of your new CSM platform to ensure it meets service expectations.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div>

<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/body><\/html>\n","protected":false},"excerpt":{"rendered":"

Customer Service Management Elevate your customer service while managing operating costs effectively. Quickly resolve issues and delight customers with AI-powered self-service solutions. Empower your agents with real-time information to enhance their productivity and ensure exceptional service delivery. One platform for enterprise automation   Use AI to improve deflection, foster productivity, and streamline processes. Automation lets you […]<\/p>\n","protected":false},"author":2,"featured_media":6427,"parent":6443,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-6392","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"\nCustomer Service Management - Devhd<\/title>\n<meta name=\"description\" content=\"Customer Service Management\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.dev-hd.com\/servicenow\/customer-service-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Management - Devhd\" \/>\n<meta property=\"og:description\" content=\"Customer Service Management\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.dev-hd.com\/servicenow\/customer-service-management\/\" \/>\n<meta property=\"og:site_name\" content=\"Devhd\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-30T03:25:32+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.dev-hd.com\/vuranum\/uploads\/2024\/06\/customer_service_banner.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"472\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.dev-hd.com\/servicenow\/customer-service-management\/\",\"url\":\"https:\/\/www.dev-hd.com\/servicenow\/customer-service-management\/\",\"name\":\"Customer Service Management - 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