What is Service Now CSM?
Customer Service Management (CSM) is a workflow or tool for optimally delegates and tracks all interactions with clients and customers. It is a powerful platform that has the capabilities to build apps quickly and integrate with systems of record to accelerate digital transformation in IT services.
What is the need for CSM in businesses?
Most modern businesses are preferring a cloud-based CSM platform from the study made in 2017 based on research firm Gartner. In 2018 the Gartner’s report shows the ServiceNow CSM benefits, such as strong case management, simple configuration or modification, and strong incident management.
The benefits of using ServiceNow CSM:
- It cuts down the driven cost by half.
- Workflow and business rule automation.
- Improves customer satisfaction.
- Proactively prevents customer calls.
- Unusually good functionality for customer support.
- It serves as a highly scalable solution.
The benefit of using ServiceNow CSM is grown to a new height in recent times. It increased about 50 percent of online sales, 36 percent increase in customer satisfaction, and a more than 25 percent increase in profits.
Features of ServiceNow CSM
Better Customer Service Flow: It provides agents with an optimal experience and delivers contextual information to assist in problem-solving, such as speed resolution time, and increases the first contact resolution by automated routing issues to the well-suited agents.
Case Management: It handles the cases with ease and it helps in managing interactions and SLAs, which is used to outsource service without losing control. Outsourcing helps in delivering customer service side-by-side with third parties from a standalone platform.
Agent Workspace: By using agent workspace, the efficiency is increased, resolve issues faster with the help of automated suggestions by machine learning, proactive notification of major incidents based on issues, and live updates regarding the insight and communication. The major advantages of using agent workspace are advanced work assignments, tabbed interface, automated interaction login, agent assistance, and flexible layout.
Advanced Work Assignment: It empowers agents to assist customers and resolve their issues quicker. The advanced work assignment enables the workflow in an automated manner where the best agent has routed the work based on criteria or affinity with the case.
Workforce optimization: It enables the Rev up team productivity, schedule for success, gain real-time visibility, and increase work-life balance. The features of workforce optimization are team scheduling, performance reporting, skill management, quality assessments, queue management, and omnichannel optimization.
Process optimization: It results in fine-tine processes to get more done, improve efficiency, achieve top performance, and improve workflow process. The features of process optimization are business process flows, process map or comparison, ongoing optimization, linked process analysis, performance analytics integration, and easy collaboration.
Engagement messenger: It helps to extend self-service across the organization, reduces efforts in customer queries, and increases the self-service ROI, such as knowledge management, virtual agent, service catalog, and more.
Self-service: It helps the customer in finding the issues quickly using workflow, an AI-powered chatbot, connects customers with experts, and deploy self-service quickly on any website.
Field Service Management: It empowers workers and customers to complete work the first time, maximize uptime, and improve efficiency. The features of field service management are dynamic scheduling, mobile agent, asset management, cost management, continual improvement management, predictive intelligence, and performance analytics.
Visual workflow and Automation: It helps in end-to-end digital workflows, such as automated processes from simple to complex transformation. The benefits of using visual workflow are automated flows for anyone, accelerate IT development, and integrate third-party service. The features of visual workflow and automation are codeless automation, workflow spokes, dynamic subflows, no-code data management tools, domain separated flows, and role-based flow management.
Proactive customer service operations: It helps to detect issues as soon as it happens by using a variety of analytics and machine learning techniques to detect and resolve the issue faster. It also reduces inbound calls and improves customer experience, increases agent efficiency, and reduces MTTR (mean time to resolution).
Service Management for issue resolution: The benefits of Service management for issue resolutions are to minimize the service disruption, accelerate root cause resolution, and speed up service restoration.
Customer project management: It empowers customers to reduce inbound contacts and reduce costs. The customer has visibility into project status or tasks and the customer service agents can link projects to cases and view the project details without ease.
Visual task assignment: It is a faster and easier way of workflow, which offers an intuitive, graphical alternative for working with any ServiceNow application. The benefits of using visual task assignment are to visualize the processes, change the way of work, and keeps the status of the work or task up to date.
Performance analytics: The benefits of using performance analytics are prioritizing resources and drive automated or self-service to increase efficiency and reduce costs which enables greater delivery experiences.
Reports and Dashboards: It helps to generate and distribute the information of users and displays customized reports in the dashboard.
Surveys: The benefits of using survey is to boost customer satisfaction, administer survey ability, and deliver the surveys and assessments built on the platform.
Outsources customer service: It helps to handle the cases with ease, outsource service without losing control and visibility, and keep resolutions moving forward. The account and industry data models manage customer relationships with other entities and outsource customer service quickly onboards the providers and routes work from them in a short period.
The main features of CSM are to manage the customer experience such as automating common tasks, connecting workflows, solving proactively resolve the customer issues, and pick out the issues before customers report the issue.