EXPLORE
Exceptional customer service is the cornerstone of a thriving enterprise. It forms the essential connection between your organization and your valued clientele, influencing their perceptions, fostering brand loyalty, and even motivating them to become passionate advocates for your offerings. Here at PlatformOne, we deeply understand the pivotal role that Customer Service Management (CSM) plays in today’s dynamic business landscape.
Positive customer service experiences leave lasting impressions, fostering loyalty and repeat business. Conversely, negative encounters can drive customers away and impact brand perception. Exceptional service from one company sets higher standards for others, crucial in today’s competitive digital market. PlatformOne’s CSM solution, integrated with ServiceNow, streamlines query resolution through self-service options and machine learning-driven ticket routing, enhancing efficiency and delivering personalized experiences for customers.
Customer service encounters influence our decisions, with 73% of customers saying exceptional service from one company raises expectations for others. In today's competitive digital landscape, superior customer service is crucial for retaining and expanding customer bases. ServiceNow Customer Service Management streamlines traditional customer service challenges with advanced technologies like self-service options and machine learning, reducing wait times and empowering both users and support teams.
Empowering customers with self-service options, Automating solutions through our Service Catalog, Enhancing customer-company relationships, Reducing the need for intrusive advertisements and many more!
Case Management in ServiceNow's Customer Service Management (CSM) is a systematic approach to handling customer inquiries, issues, or requests. It involves creating a "case" for each customer interaction, which serves as a centralized record containing all relevant information. This allows customer service agents to efficiently track, manage, and resolve customer issues from initiation to completion. The process includes categorizing and routing cases, assigning tasks to appropriate agents, and monitoring progress to ensure timely resolution. By standardizing these workflows, Case Management enhances organizational performance and improves customer satisfaction.
ServiceNow Service Level Management (SLM) is a feature that enables organizations to define, monitor, and manage the quality of services offered to customers. It involves creating Service Level Agreements (SLAs), which are formal contracts outlining the expected service standards between a service provider and a customer. SLM helps ensure that services are delivered in accordance with these agreements by tracking performance metrics and providing real-time reporting. This proactive approach allows organizations to identify and address potential service issues before they impact customers, thereby enhancing customer satisfaction and trust.
ServiceNow Customer Project Management allows project managers to create and manage projects associated with specific customer accounts, define project tasks, allocate resources, and monitor progress. Customers gain visibility into their projects through dedicated portals, fostering transparency and collaboration. This integration streamlines project workflows, enhances communication between service teams and customers, and ensures that projects align with customer expectations and business objectives.
Proactive Customer Service Operations in ServiceNow's Customer Service Management (CSM) enables organizations to anticipate and address customer issues before they escalate. By monitoring customers' products and services, it identifies potential problems early, allowing for timely communication and resolution. This approach enhances customer satisfaction by reducing disruptions and fostering a more reliable service experience.
Advanced Work Assignment (AWA) in ServiceNow is a feature that automates the distribution of tasks and requests to agents based on specific criteria. It ensures that work items are assigned to the most suitable agents by evaluating their availability, current workload (capacity), and relevant skills. This approach optimizes resource utilization and enhances service efficiency. AWA supports various channels, including incidents, cases, and chats, ensuring a seamless and balanced workload distribution across the team. By automating the assignment process, AWA reduces manual intervention, accelerates response times, and improves overall customer satisfaction.
Omni-Channel Engagement in ServiceNow's Customer Service Management (CSM) enables organizations to provide seamless and integrated customer support across multiple communication channels. This approach allows customers to interact with businesses through their preferred methods—such as email, phone, chat, or social media—while ensuring a consistent and efficient service experience. By consolidating all interactions into a single platform, ServiceNow CSM enhances agent productivity and fosters improved customer satisfaction.