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 control complexity while scaling customer service ops for business growth. CSM runs on the Now Platform®, a single system of action for the enterprise.
Key Success Factors
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.
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.
Equip your agents with GenAI infused tools to quickly resolve customer requests. Proactively manage issues impacting multiple customers while improving team productivity.
Featured apps and capabilities for Customer Service Management
CSM groups key applications and capabilities into packages that can scale with you as your needs change
Improve customer experience and boost agent productivity with generative AI on the Now Platform.
Drive self-service from a portal integrated with knowledge, service catalogs, communities, and chatbots.
Manage teams effectively with real-time visibility into agent scheduling and performance.
Improve outcomes by optimizing process flows to streamline work.
Resolve issues fast with an intelligent chatbot that understands simple, human language.
Help agents resolve cases with contextual next best action recommendations.
Simplify and accelerate everyday work with built-in machine learning.
Embed rich self-service experiences in third-party websites via configuration.
Support customers across phone, messaging, chat, web, email, in-person, and social media.
Improve agent efficiency with a single workspace built to facilitate resolutions.
Manage interactions and SLAs, model account relationships, and support outsourced service.
Boost customer satisfaction by providing an efficient in-person service experience.
Identify, diagnose, and permanently resolve customer issues.
Improve business efficiency with easy knowledge sharing and collaboration.
Boost agent efficiency and customer satisfaction with intelligent service automation.
Our
approach
Get set up for success with a robust roadmap and implementation strategy that is aligned with your business goals.
Assessment of
Current Processes
You receive an evaluation of your existing customer service processes to identify areas for improvement.
Strategy Proposal
& Implementation Plan
You receive a comprehensive strategy proposal and implementation plan designed to meet your ROI goals.
Solution
Implementation
We implement the ServiceNow solutions, seamlessly integrating with existing systems when necessary.
Performance Monitoring
& Support
We assist you in monitoring and evaluating the performance of your new CSM platform to ensure it meets service expectations.