When customers have problems, they expect fast resolution and a simple engagement process. They prefer multiple engagement methods from self-service online to direct engagement with service agents over their choice of phone, email, or chat, etc. To provide the highest levels of service, your agents need real-time metrics and real-time collaboration mechanisms that just aren’t available through traditional tools.
ServiceNow Customer Service Management is different. We give your customers a portal that delivers an effortless self-service experience. Our approach connects people, workflow, and processes to engage across departments in case management and resolution. We improve efficiency with automation that gives agents visibility into the health of customer systems, and tools for performing root cause analyses to deliver preemptive service. The result is customer service that is effortless, connected, and proactive.