What is ServiceNow CSM?

Customer service is the one-on-one interaction between a company and a customer. It’s a crucial touchpoint for organizations that are focused on improving the customer experience, building brand loyalty, and motivating users to independently advocate for your service. Customer Service Management (CSM) encompasses all the strategies, tools, and processes a company uses to offer customer service.

ServiceNow Customer Service Management (CSM) is a product within ServiceNow Customer Workflow solutions. ServiceNow CSM uses machine learning to quickly route customer issues to the appropriately skilled agents. Customers are provided with self-service options, including automated solutions to recurring requests, conversational answers from a chatbot, Knowledge Base articles, and an online community of peers and experts.

What Is The Difference Between Customer Service Management (CSM) And Customer Relationship Management (CRM)?

While Customer Service Management (CSM) focuses on the direct communication between a company employee and a user, Customer Relationship Management (CRM) relates to the long-term, big-picture relationship between the two. CRM addresses the full lifecycle of a customer’s experience from sales prospecting to conversion to retainment to growth. CSM and CRM can be mutually beneficial, as they each offer unique and useful insight into a user's experience with a company.

Think about the last time you had a positive customer service experience. How did it make you feel and how did it impact your perspective of the company? Did you tell your friends about the great service you received and go back to the company for more?

How about your last negative customer experience? Did it leave a bad taste in your mouth? Will you be giving the company your business again? Are you glad your relationship with them is finally over with? Did you tell your friends (or social media network) about this experience as well?

We have all witnessed the full range of customer service experiences from unpleasant, time-consuming, and unresolved to swift, enjoyable, and effective. These experiences stick with us and inform our decision-making, especially when we are paying for a service. Research shows that 73% of customers said an extraordinary experience from one company raises their expectations of experiences from other companies. In the ever-competitive world of digital technologies, it is increasingly important that companies offer their users a high-caliber customer service experience in order to maintain and expand their customer base.
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With ServiceNow Customer Service Management, advanced technologies alleviate the many pain points of traditional customer service that can waste time and leave the user with unanswered questions. Users will have access to a plethora of self-service options such as automated solutions and knowledge base articles, empowering them to find exactly what they are looking for, right when they need it. Machine learning also routes tickets to the appropriate support agents so that your customer can get closer to their solution faster and your service team can be more productive.

ServiceNow CWF (Customer Workflows) allows organizations to automate and streamline customer service workflows, resulting in faster and more efficient handling of customer requests, issues, and inquiries. This leads to improved response times and overall customer satisfaction.

With ServiceNow Customer Service Management/Customer Workflows You Can

How exactly can ServiceNow CSM and customer workflows support your operations? Let’s take a look at a few of ServiceNow’s Customer Service Management applications and learn how they can improve the customer service experience.

With ServiceNow Customer Service Management/Customer Workflows You Can

Customer case management refers to the process a company uses to handle, direct, resolve, and report customer issues. Case management includes everything involved in bringing an issue to a close including the customer, the service representative, behind-the-scenes staff, and the technology and databases used to manage the case.

What Is ServiceNow Case Management?

ServiceNow Case Management simplifies and consolidates the case management process. Case forms can be easily customized and user interface (UI) elements bring consistency to the data collection process. Companies can define Service Level Agreements (SLAs) to ensure customers receive the timely case resolutions they expect and agents can quickly prioritize their case-load.Using a third-party customer service provider? ServiceNow Case Management allows in-house and outsourced teams to conveniently collaborate while also maintaining data privacy standards and regulations.