Servicenow

What is Servicenow?

Customer Service Management (CSM) on the ServiceNow platform is a comprehensive solution designed to enhance customer service for businesses. It aims to boost customer satisfaction levels while effectively managing operational costs. By leveraging advanced AI capabilities, CSM enhances self-service options and improves the productivity of service agents. Real-time access to information empowers agents to address issues promptly, resulting in increased customer happiness. CSM integrates a variety of applications and features, such as self-service portals with knowledge bases and tools for optimizing workforce management. Additionally, built-in process mining and predictive intelligence tools help refine processes and tasks. ServiceNow's Now Platform® serves as the foundation of CSM, providing seamless enterprise automation that simplifies operations and supports scalability. Implementing CSM not only optimizes service processes but also allows for integration with other products to create a holistic customer experience platform, ultimately enhancing overall business performance.

Key Features of CSM on ServiceNow Include:

1. Self-Service Portal: Access to a centralized platform for knowledge services, catalogs, and chatbots.
2. Workforce Optimization: Real-time insights into agent scheduling and performance for improved efficiency.
3. Process Mining: Enhancing workflows by optimizing process flows.
4. Predictive Intelligence: Utilizing machine learning capabilities to enhance daily tasks.
5. Virtual Agent: Intelligent chatbots that can understand natural language for quick issue resolution.

ServiceNow's CSM offers various pricing plans and focuses on key aspects such as Customer Service Management, AI-Powered Self-Service, Agent Productivity, Enterprise Automation, and the Now Platform as the core infrastructure for a seamless customer service experience.

Who created Servicenow?

Customer Service Management (CSM) on ServiceNow was created by ServiceNow, which is a company known for its robust CSM platform. The platform aims to enhance customer service, improve satisfaction, and optimize operating costs through advanced AI technology. ServiceNow's Now Platform® serves as the foundation for CSM, offering seamless enterprise automation and process refinement capabilities. The features of CSM include self-service portals, workforce optimization, process mining, predictive intelligence, and virtual agents. By adopting CSM, businesses can streamline operations, improve customer experiences, and boost overall performance.

What is Servicenow used for?

• Self-Service: Leverage an integrated portal for knowledge service catalogs and chatbots.
• Workforce Optimization: Gain real-time visibility into agent scheduling and performance.
• Process Mining: Streamline work by optimizing process flows.
• Predictive Intelligence: Enhance everyday work with machine learning capabilities.
• Virtual Agent: Use intelligent chatbots that understand simple human language for fast issue resolution.
• Self-Service: Leverage an integrated portal for knowledge service catalogs and chatbots
• Workforce Optimization: Gain real-time visibility into agent scheduling and performance
• Process Mining: Streamline work by optimizing process flows
• Predictive Intelligence: Enhance everyday work with machine learning capabilities
• Virtual Agent: Use intelligent chatbots that understand simple human language for fast issue resolution

Who is Servicenow for?

• Customer service representatives
• Customer Support Specialists
• Service Managers
• IT Managers
• Customer Experience Managers
• Customer Service Management
• Customer service professionals
• Call Center Agents
• IT Service Management Professionals
• Service Desk Analysts
• Customer Success Managers

How to use Servicenow?

Customer Service Management (CSM) on ServiceNow is a powerful platform that enhances customer service while controlling operational costs. Here is a step-by-step guide to using CSM on ServiceNow:

1. Self-Service: Utilize the integrated portal for knowledge service catalogs and chatbots for efficient self-service solutions.

2. Workforce Optimization: Monitor agent scheduling and performance in real-time to ensure optimal efficiency.

3. Process Mining: Streamline work processes by optimizing process flows within the system.

4. Predictive Intelligence: Take advantage of machine learning capabilities to enhance everyday work tasks.

5. Virtual Agent: Deploy intelligent chatbots that understand simple human language, allowing for fast issue resolution.

To get started with CSM on ServiceNow:

• Familiarize yourself with the self-service portal and knowledge bases for customers.
• Explore the workforce optimization features to manage and monitor agent performance effectively.
• Implement process mining to streamline workflows and improve efficiency.
• Utilize predictive intelligence to enhance decision-making and task automation.
• Integrate virtual agents for quick issue resolution through chatbots.

By adopting CSM on ServiceNow, you can optimize your service processes, enhance customer experiences, and achieve operational excellence through a comprehensive platform that combines AI, self-service capabilities, and workforce management tools for overall business growth and improved customer satisfaction.