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Customer Service Management

Transform your support strategy for lasting customer loyalty

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Key Capabilities for Customer Service Management

Discover powerful strategies that enhance team performance, streamline processes, and elevate customer experiences for optimal service delivery

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Workforce Optimization

Effectively manage teams by gaining real-time insights into agent scheduling and performance to enhance productivity and service quality

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Process Mining

Enhance results by refining process flows, allowing for streamlined workflows that improve efficiency and effectiveness in operations

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Guided Decisions

Assist agents in resolving cases by providing contextual recommendations for the next best actions to take during interactions

Essential Components of Customer Service Management

Drive effective customer service management, enhancing team performance and ensuring exceptional customer experiences across all interactions

Service Model Foundation

Advanced Work Assignment

Service Management

Task Intelligence

Workspaces

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Service Model Foundation

Design service organization structures and their interrelationships to effectively align with your unique business requirements and objectives.

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Advanced Work Assignment

Enhance customer satisfaction by delivering a streamlined, efficient in-person service experience tailored to individual client needs.

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Service Management for Issue Resolution

Quickly identify, diagnose, and permanently resolve customer issues to ensure a seamless and satisfactory service experience.

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Task Intelligence

Increase agent productivity and customer satisfaction through intelligent service automation that simplifies tasks and enhances workflow.

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Workspaces

Enhance agent productivity with a unified workspace specifically designed to support efficient resolutions and improve overall service effectiveness.

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How can Generative AI predict customer needs more effectively?

Generative AI effectively predicts customer needs by analyzing data like feedback, reviews, and social media. It identifies patterns in behaviors and preferences for personalized predictions. By leveraging generative AI, companies can stay ahead and provide exceptional customer experiences

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Put AI to work for people

Enable your team with business-ready AI from ServiceNow. Covering everything from front office to back office, our intelligent platform leverages AI to provide smart answers right at your employees' fingertips, allowing you to turn that intelligence into action.

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Streamline Your Customer Workflow for Optimal Success

Transform your customer interactions with effective case management, knowledge sharing, and feedback analysis to enhance service quality and efficiency

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Case Management

Oversee interactions and SLAs, model account relationships, and provide support for outsourced services to streamline operations effectively

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Customer Feedback Management

Gather and evaluate customer feedback to drive enhancements, boost service quality, and maintain a customer-focused approach in every interaction

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Knowledge Management

Enhance business efficiency through seamless knowledge sharing and collaboration, fostering a culture of continuous improvement and informed decision-making

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Featured apps and capabilities for Customer Service Management

Essential applications and capabilities bundled into scalable packages that adapt to your evolving needs

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Now Assist for CSM

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Enhance customer experiences and increase agent efficiency using generative AI integrated into the Now Platform for optimal support

Virtual Agent

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Quickly address issues with an intelligent chatbot that comprehends natural language, providing seamless interactions for users and customers alike

Predictive Intelligence

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Streamline daily tasks and improve efficiency through built-in machine learning, simplifying processes and accelerating workflow across your organization

Automated Ticketing System

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Streamline support requests with an automated ticketing system that ensures timely resolutions and enhances overall service efficiency

Competencies

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Unlock the Potential of Customer Service Management: A 30-Minute Expert Consultation

Reach out to us to harness AI and begin crafting experiences that foster loyalty and enhance your bottom line.

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