Customer Service Portal

Customers expect immediate answers to their requests, whether they are simple questions or more complex inquiries. Growing organizations often need to handle a large number of requests, which can require more time and resources from support agents.

While some requests can be solved by human agents, self-service portals can take the heavy load allowing customers to find the information they need fast without intervention from agents.

ServiceNow offers a best-in-class CSM portal that integrates self-service catalogues, knowledge centres, and virtual agents (intelligent chatbots) to automate common requests and provide resolutions for the most frequent issues.

To handle customer inquiries and concerns quickly and accurately, organizations need well-designed processes that track conversations and connect front and back-office service representatives to know who the customer has been in contact with previously and at which times, what resolutions were given, service ticket statuses, and any other relevant case information.

Qualitative, consistent customer service case management involves the proper administration of both predictable processes such as account or service change inquiries, as well as less predictable issues such as complaints or unexpected service failures. ServiceNow provides a holistic approach to manage both types of processes, including issues requiring analytics or diagnostic capabilities.

End-to-End Customer Service

Offering resolutions for customer inquiries becomes faster and more accurate when customer service is connected to other areas of an organization such as operations, development, sales, or legal.

An end-to-end customer service approach that conects information from different departments allows to address the root cause of issues when handling requests, and thus provide a high quality service from the start.

Our team of ServiceNow experts build customer service functionalities that empower service representatives to use bespoke messages for different users, clients, or personas via different mediums, so that customers receive answers that are as relevant as possible for each scenario.