In this era of globalization, customer servicing is a crucial factor in staying ahead of the competition. ServiceNow CSM implementation not only provides innovative customer service management solutions but also helps them in achieving better customer satisfaction levels and increased customer retention at reduced costs.

There are various challenges faced by organizations in terms of customer satisfaction like inadequate self-service options, a rise in service requests across disconnected engagement channels, or lack of transparency in requests’ resolution journey. All these challenges often upset agents as well as customers.

Servicenow CSM takes care of all such issues and works together with the enterprise to identify, fix, and avoid such issues. Using an innovative approach, ServiceNow delivers effortless services proactively to fix problems at once instead of addressing issues one at a time. Not only does it offer agility in the interconnectivity of the customer service department, but also offers quick and proactive resolutions to all the problems.

Factors Enhancing Customer Satisfaction with ServiceNow CSM

Personalized Services:

ServiceNow offers tailor-made service experiences to increase the business capacities and ensure consumerization in the service delivery process. It also offers self-service options along with automated customer requests resolutions for enhanced productivity.

Serving Customers Remotely:

Within increased usage of mobile apps, social media, chat messages, and chatbots; the customer trends have been impacted. This is why ServiceNow offers resolutions to the customers right from the platform of customer’s choice by permitting them to use self-services like using chatbots along with the portal. Integration with voice assistants like Alexa has already enabled users to submit requests through voice commands.

Staying in Trend:

ServiceNow agent intelligence analyses the trends by using predictive intelligence and also locate the root cause of any issue. The user is then notified about the issues and advises resolutions accordingly. The users are notified about the detected issues using operational intelligence and are provided with advice regarding the handling of potential risks well in advance.

Increased Productivity Resulting in Better Relationships:

The overall productivity is increased by solving issues swiftly at minimized costs. The users are offered better interconnectivity of services with business departments and field services. As a result, better visibility and accountability are experienced across teams offering robust end-to-end customer servicing.