Are you looking for a game-changing solution to revolutionize your customer service experience? Look no further than ServiceNow, known for its exceptional IT service management solutions. Its CSM has a laser focus on delivering a world-class customer experience. Curious? Explore five of the most impactful features of ServiceNow Customer Service Management and how they can take your customer service to the next level and drive customer loyalty. Get ready to see why ServiceNow and customer experience are a match made in heaven.
Why is customer support crucial?
In today’s cut-throat business world, delivering exceptional customer support is no longer just a nice-to-have; it’s a must-have. Customers demand speed, personalization, and efficiency in connected digital workflows. Companies that fail to make customer service flow a breeze risk losing customers to their competitors. To meet these expectations, businesses must invest in tools and technologies that streamline their customer service operations and enhance their agents’ productivity.
One such tool is ServiceNow Customer Service Management (CSM), an advanced cloud-based platform that automates and optimizes customer service processes. Next-generation now support comes loaded with many features that can help boost agents’ effectiveness and reduce their time on administrative tasks. This, in turn, allows them to focus on providing high-quality service to meet customer expectations just by using a single platform. Interested? Take a closer look at five game-changing features of Customer Service Management that can transform your customer service operations.
ServiceNow CSM empowers organizations to optimize digital IT workflows, streamline customer support, and respond quickly to customer requests. With its Generation Now support portal and portfolio management capabilities, CSM enables seamless service support across the enterprise, enhancing employee experiences and engaging customers effectively.
Jakub Gond, ServiceNow Developer
Feature 1: Configurable Workspace
ServiceNow CSM’s Configurable Workspace is a valuable feature for businesses looking to streamline their customer service operations and enhance productivity. With this feature, companies can create a customized workspace for their agents, providing them with a single interface for managing customer interactions. It helps reduce the time agents spend switching between different applications, services and tools, allowing them to focus on resolving customer issues quickly and accurately.
Let’s say a company’s customer service team receives a high volume of customer inquiries across various channels, such as phone, email, and chat. By utilizing the Configurable Workspace feature, the company can integrate all customer interactions and data from different channels into a single interface. This custom workspace can be tailored to the specific needs and workflows of the company’s agents, allowing them to easily access customer data, case histories, and other relevant information. As a result, agents provide faster and more accurate solutions to customer issues, enhancing the overall quality of service.
Source: SPOC
With Customer Service Management Configurable Workspace, you get optimized agents’ efficiency and enhance customer service quality. By creating a customized workspace that integrates all customer interactions and data, your company’s self-service side can reduce response time, improve issue resolution rates, and ultimately provide its customers with an exceptional service experience.
Feature 2: Automated Routing and Assignment
Automated routing enables businesses to automatically assign customer inquiries and cases to the most appropriate agent or team based on predefined criteria like skill set, workload, and availability. By automating this process, your company can reduce the time agents spend manually assigning cases, ensuring that inquiries are given to the most suitable agent or team. According to Forrester, ServiceNow CSM has increased routing efficacy thanks to this feature, leading to 18% more case deflection and 20% greater efficiency.
Reducing the time it takes to resolve customer issues is crucial for customer experience and the business’s bottom line, as time is money. For instance, when a customer submits an inquiry about a recently purchased product through the company’s website, the inquiry is automatically routed to the customer service team based on predefined criteria such as the product category and the type of inquiry. The system then checks the workload and availability of the agents and assigns the inquiry to the most appropriate agent based on their skill set and availability. If the agent is unavailable, the inquiry is rerouted to the next available agent with the required skill set. Once the inquiry is assigned to the agent, they receive a notification on their dashboard, which prioritizes their workload based on the urgency of the inquiry. This enables the agent to quickly respond to the inquiry and resolve the customer’s issue as fast as possible, enhancing the overall customer experience.
Source: ServiceNow
Through this process, you can ensure that customer inquiries are handled efficiently and effectively with the appropriate agents. It improves the overall customer experience and reduces the time agents manually assign cases, freeing up their time to focus on resolving customer issues and delivering exceptional service.
Feature 3: Knowledge Management
ServiceNow CSM’s Knowledge Management feature offers significant business advantages by providing a centralized knowledge base that agents can use to resolve customer issues quickly and efficiently. It helps your business reduce the time agents spend searching for information, allowing them to focus on providing high-quality service to customers.
Imagine a customer contacting the company’s customer service team with an issue related to a recently purchased product. The agent who receives the inquiry searches for the relevant information in the company’s knowledge base and quickly finds an article that addresses the issue and provides a step-by-step guide to resolving it. By using this information, the agent can quickly and accurately resolve the customer’s issue, resulting in a positive experience for the customer.
Source: SPOC
As the knowledge base continues to grow, it becomes an increasingly valuable resource for agents to use when resolving customer issues. Agents can easily search for information based on keywords, tags, or categories, making it easy to find the information they need in no time. By streamlining the process of finding relevant information, businesses can help their agents provide a more efficient and effective customer service experience, leading to increased customer satisfaction and loyalty.
Feature 4: Automation and Insights
The rise of automation in customer service is undeniable, with industry experts predicting that 40% of all customer interactions will be automated by the end of this year. ServiceNow CSM is keeping up with this trend by offering automation and insights capabilities to businesses.
By automating routine tasks and workflows, the platform reduces the time agents spend on administrative tasks, freeing them to focus on more complex issues that require their expertise. This not only improves the productivity of agents but also ensures that they are able to provide faster and more accurate resolutions to customer issues, resulting in a better customer experience.
Source: SPOC
ServiceNow CSM’s insights capabilities give your business real-time visibility into customer service operations. It enables you to identify areas for improvement and take proactive steps to address potential issues before they become major problems. By continuously improving your operations, your company can not only improve customer service but also gain a competitive advantage in your industry.
Feature 5: Proactive Service
Being proactive is always better than being reactive, and ServiceNow CSM understands this. The platform’s proactive service features help your company to identify and address potential issues before they escalate, improving the customer experience and reducing the workload on agents.
Example? ServiceNow CSM can monitor customer interactions and send alerts to agents when a customer is experiencing an issue, such as a slow response time or a failed transaction. This proactive approach allows your agents to reach out to the customer and offer assistance before the problem worsens. By resolving issues proactively, you can reduce the number of cases that agents need to handle, freeing up their time to focus on more complex issues and providing exceptional customer service. Ultimately, this approach enhances customer satisfaction and loyalty while saving time and resources.
Source: SPOC
ServiceNow Customer Service Management: The Key to Gaining a Competitive Advantage
Exceptional customer service is a must to stay ahead of competitors. ServiceNow CSM offers a variety of features like the Configurable Workspace, automated routing and assignment, knowledge management, automation and insights, and proactive service that enable your business to provide high-quality service to customers efficiently and effectively. By implementing ServiceNow CSM, you can streamline customer service operations, reduce administrative tasks for agents, and improve their ability to resolve customer issues quickly and accurately. This results in exceptional customer service that drives customer loyalty and boosts retention rates, giving your company a competitive edge in the market.
Do you want to transform your customer service with ServiceNow CSM and see the difference it can make for your business? Contact us for more information at sales@spoc.eu.
It’s release time again – named after Utah, a known state in the western United States, brings what ServiceNow is most appreciated for – innovation. A lot of exciting capabilities, new features and products in the latest version of the enterprise service management platform were designed to make your work easier, faster and better. Other focus areas were fixing the problems from previous releases and enhancing the efficiency of the platform. On March 22nd, 2023, in the early spring, shortly before sego lilies, Utah’s official state flowers, start to bloom, ServiceNow made the Now platform Utah release generally available for everyone.
If you don’t feel like reading ServiceNow release notes or still have doubts about whether to update the ServiceNow Platform to the latest version or not, today is your lucky day. We prepared a list of the most important features that can be useful for your business growth and simplify experiences for a smarter way of working. We did the same with the previous San Diego release. ServiceNow wants to help organizations do business and drive outcomes faster in the uncertain world economic times – and the Utah release meets the goals perfectly.
Let’s have a closer look at the actionable insights about key features of the ServiceNow Utah release below.
Workspace Builder
Workspace Builder is a new application introduced in the Utah release. Being a part of App Engine Studio, it is without a shade of doubt one of the most useful and powerful new tools in this release.
Workspace Builder uses what ServiceNow is the most known of – low-code, no-code solutions. Using ServiceNow, you can easily create your own applications, and now you are also able to create workspaces with just a single tap. How to do it? After opening App Engine Studio, you can add experiences to our application. Experiences are the user interface template available and prepared by ServiceNow. Workspace is one of them. Using Workspace Builder, you can create, manage and preview workspaces. This easy and intuitive tool enables creating dashboards in the homepage section simply by using drag and drop, without writing any code. It allows users to move the widgets or add new elements like filters, headings, lists and so on. It is also possible to configure the data visualization, by changing the source or adding new conditions and other settings. Users can also track the records and usage with Dashboards with Analytics Center.
When you are done with building a workspace, when the data you display in the dashboards is ready to be published, you can also preview how it will look on the platform.
Omnichannel Callback for Customer Service Management
Another new and useful feature in the Utah release that is definitely worth telling about, is Omnichannel Callback for Customer Service Management. This solution can be really helpful for you and your customers. Why? Because it enables a callback option for customers when there’s a long waiting time to reach a live agent or all the agents are unavailable. As a result, it improves customer experiences and satisfaction, helps to reduce costs and shorten customer service time.
How does it work? A customer is just putting all the data in the Customer Service Management portal – such as name, phone number, type of issue, description and the reason for the callback. Customers can request a callback at a time that best suits them. It can be as soon as possible or later, at the exact date and the exact time they choose. There is a full workflow of how the agents are assigned to the callbacks and how they are working with the customers.
If there is integration with another tool, for example, Zoom, the customers have also an option to have the callback messages go via it. This is why this tool is also omnichannel.
There is also a powerful ServiceNow-native tool that will make this and all the future releases smoother and less time-consuming. The name you should remember is Automated Test Framework. Thanks to this application you can automate the vast majority of your backend-side tests and – as a result – save your time and stay well protected during your upgrades. Sounds interesting? Read about our automated testing services.
Przemysław Girguś, QA Servicenow Lead
Task bundling in Field Service Management
Task bundling means grouping the tasks that are similar to each other. In the Utah release, dispatchers can now bundle all the tasks into one logical group. They are also able to track, start and update them, and assign them at once, instead of individually. Thanks to this solution, agents can save a lot of time and improve their efficiency.
After logging in as a dispatcher and going to your workspace, you can see the list of all your tasks. When you decide which ones are going to be bundled together, you choose the “Create bundle” button. After that, you can add other tasks or remove the existing ones. There is no limitation when it comes to the number of tasks, you can change the order and group them by various criteria.
After the creation, the bundle tasks must be assigned to selected agents who see them separately. The agent focuses on several tasks, while the dispatcher, at the same time, focuses on the bundle. When the task is updated, the dispatcher knows about it because the bundle is updated automatically as well. Thanks to it, the whole process can be followed.
Nowadays, we observe a growing trend of usage and demand for HR service delivery applications. Workforce Optimization is ServiceNow’s response to this trend and a completely new application in Utah release. It is a tool destined for HR managers, that gives them one place to understand and optimize work performed by employees. In the manager workspace, you see all cases assigned to your team that can be also sorted out by status, source and so on. You can see your team calendar, check and add new events, manage shifts, and approve requests. You are also able to track work assignments for your team. Furthermore, thanks to Workforce Optimization, it is possible to increase your agents’ potential by empowering them with the skills needed to succeed by learning management platforms and adding new skills.
By all this work – optimizing schedules, work assignments, managing time of the request or providing skills – HR managers can develop high-performing teams and maximize the productivity and the quality of work. Thanks to all of it, companies can perform at the highest level and achieve their business goals and maximum outcomes.
ServiceNow’s Utah Release focuses on optimizing organisations efficiency and accelerating profits from the platform usage by developing more and more low-code / no-code solutions and features.
Tomasz Machaj, Senior ServiceNow Solution Consultant
Favourites Grouping and Multi-Menu Filtering
Last but not least – there are small but really smart new features available in the Utah release. Favourite grouping and Multi-Menu filtering are already available in the next experience UI. This may be a minor change but is also a very helpful one. Thanks to these new ServiceNow features, users can easily find appropriate and engaging content like applications, modules and other stuff on the platform. It is a long-awaited modification for everyone who works with the Now Platform.
In the Favorites menu, it is possible not only to see some favourite groups and put modules inside them but also to edit them. You can create new custom groups, modify existing ones, manage the position and change the order to visualize the modules. If you need to find something on the platform, you can easily search terms by writing it down and the platform will be looking for it in the multi-menu. You don’t have to filter each menu individually anymore. You get the search results from that menu as well as the other menus you have access to, and therefore you are able to find what you are looking for.
Utah is known as The Beehive State. The beehive is a symbol of teamwork, hard work, unity and a community, where all the people – like bees – work together to create a successful system but also help and support each other. The features of the ServiceNow Utah release correspond to these values – they enable team-building, successful cooperation and goal achievement, making your organization constantly grow. This is the reason why the Utah release is probably the greatest version of the ServiceNow platform so far.
If you want to upgrade your ServiceNow to Utah release and discover brand-new possibilities or learn more insights into how the new Utah release can benefit your organization, do not wait and contact us – your ServiceNow Elite Partner. The new version – Vancouver – will be released in the third or fourth quarter of the year. 2024 will be the year of Washington.
If you want to stay on the top, do not wait anymore and use these new ServiceNow products, services and features. Prepare for the upgrade now.
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