Customer Service Management (CSM) is a collection of procedures and technologies for effectively managing and tracking all customer interactions. The goal of CSM is to manage the customer experience (CX) holistically, despite the channel of engagement, kind of contact, or transaction. Through communication channels such as the web, email, chat, phone, and social media, the ServiceNow Customer Service Management application allows you to deliver service and support to your external customers. As needed, create cases and assign them to available customer care employees who possess the relevant skill sets. Customer Experience Management (CEM) is another name for CSM (abbreviated CEM or CXM). CSM focuses on the following topics:
Learn more about available features to help create a smooth experience for your customers, agents, and managers while resolving issues and fulfilling requests, whether you're just getting started or growing your Customer Service Management installation.
Configure numerous entry points for assistance to empower consumers to help themselves or easily obtain support from your employees.
See the following topics to learn more about these features for delivering customer support:
Create cases for affected services proactively using the ServiceNow® Proactive Customer Service Operations functionality. Proactive Customer Service Operations can be used separately or in collaboration with the ServiceNow® Event Management platform.
When a Network Operations Center (NOC) operator notices a problem with a service, they can investigate the situation and then file a case for customer care to investigate and begin working with affected consumers.
By automating procedures and offering a single workspace with all the resources needed to connect with clients and work on cases, agents will be able to resolve issues and fulfill requests more rapidly.
Configure a single interface for agents to accomplish all of their duties using the ServiceNow® Agent Workspace platform. The Agent Workspace platform consolidates the agent capabilities found on the Now Platform® into a multi-tab interface. Agents may manage numerous cases, accounts, clients, and consumers more efficiently thanks to the streamlined structure.
With Agent Workspace, you can use Advanced Work Assignment to allocate work items to agents based on their availability, capacity, and capabilities.
Agents can contact or chat with consumers in real-time from their workstations to obtain information and give updates.
Create and route cases, manage client information and conversations, track case activity (including case status and SLAs), and help customers with their problems. Search the knowledge base and community using response templates and search tools, and offer fast, informed replies to consumers.
Use predictive intelligence solution definitions in the ServiceNow® Predictive Intelligence application to help agents with a range of activities. Create solutions that assist agents in more effectively creating, assigning, and resolving cases. Use machine learning to anticipate parameters like category, priority, and assignment group during case generation.
Customer accounts and contacts, consumers, entitlements, contracts, goods, assets, and install bases should all be visible to your agents.
Customer Central allows agents to see all of a customer's information in one location. It allows them to swiftly zoom in on problems and give prompt, helpful service to consumers.
If a current case has a huge amount of customers, it should be escalated to a big case. For each affected client, a child case is established to track and provide updates. Identify impacted consumers ahead of time, offer information to them, and manage the resolution process through significant case management.
Agents and supervisors may complete regular activities from anywhere with the Customer Service Management mobile application. They can stay connected and get real-time information to accomplish tasks quickly.
Configure the features, components, and integrations you'll need to give service and support to your clients using the Customer Service Management guided setup.
These questions regarding business models, consumers, goods and services, and your customer service organization's structure might assist you in determining your customer service requirements.
if you have the admin role, you can activate the Customer Service plugin (com.sn_customerservice). This plugin provides demo data and, if not already active, activates associated plugins.
You can import or create client information such as names, addresses, and phone numbers, as well as account data, items, and assets, and service contracts, using Customer Service Management. Users can be assigned responsibilities, and customer connections can be established.
Internal roles can have been assigned to external users (contacts or consumers) on your instance. If that's the case, you may utilize the Customer Service Management guided setup to assess and correct these roles as needed.
Configure case types to deal with various client concerns. A case type specifies the procedures and data required to address a particular problem.
By connecting with other programs, you may expand the capabilities of Customer Service Management and interact with other departments to help with case resolution.
Request, Incident, Problem, and Change Management systems are all integrated with Customer Service Management. Users may produce requests, issues, problems, and change records from customer service cases using this connection. The Customer and Consumer Service Portals allow external parties to see these records.
The Service Portfolio Management (SPM) program is integrated with Customer Service Management. This connection provides visibility into sold goods and their associated service offers to customer service managers, customer service agents, and service owners.
Customer Service Management has a connection to the Continual Improvement Management program. You can use this connection to request improvement opportunities and to execute stages and activities to fulfill performance targets, track progress, and assess success.
The Field Service Management application is integrated with Customer Service Management. You may access work order and work order task information from a case using this integration.
The ITOM Event Management application is integrated with Customer Service Management. This connection allows you to generate cases proactively from alerts, either manually or automatically, and monitor the accounts and install base items that are impacted by the alert.
You can configure several different processes and components for the Customer Management feature.
Customer Service Management includes dashboards and reporting, as well as interaction with the Financial Management program.
The Client Service Management application empowers agents and managers to generate cases for consumers, route cases to representatives with the appropriate availability and skills, maintain customer information and case activity, and link with other apps and departments to assist in problem resolution.
Customers service agents and managers can build and route instances, manage customer information and interactions, track case activities, including case status and service level agreements (SLAs), and collaborate to address customer concerns.
Monitor your customers' products and services to detect problems early, notify impacted consumers, and immediately resolve problems.
Outsourced Service Providers (OSPs) could be used by your company to deliver customer service to external clients. The OSPs will then take care of situations for your clients, allowing you to expand the scope of your assistance.
Check-in at a walk-up location makes appointments via the customer service portal and keeps a record of queues with the Walk-up Experience feature.
Analyzing Customer Service Performance Preconfigured dashboards with relevant data visualizations are included in Analytics and Reporting Solutions to help you optimize your business processes and quantify the value of self-service.
Analyzing Customer Service Performance Preconfigured dashboards with relevant data visualizations are included in Analytics and Reporting Solutions to help you optimize your business processes and quantify the value of self-service.
Prepackaged Performance Analytics and Reporting material are included in the Analytics and Reporting Solutions for usage with other Now Platform products. Using the Self-Support Analytics dashboard for customer service, these Analytics and Reporting solutions quantify the value of self-service.
Additional information on Customer Service Management instances can be found in the reference topics, which include lists and forms.
The Contact Relationship form in the Customer Service Management application is used to record information about the account, contact, and assigned responsibility in a contact relationship.
The Internal Business Location form is used in industry data models to record information on an internal business location, such as the staff members allocated to it, cases created for customers at that spot, and building of relationships between workers and clients at that location.
The Customer Service Management program comes with a variety of components.
With the extra plugins for the Customer Service Management program, a variety of components are added.
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