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How to reduce time taken for solving customer problems with ServiceNow CSM


Siddharth Jain

May 03, 2023

Who’s the most important person in a company? No, it’s not the sharply dressed CEO with that beautiful west-facing cabin. The most important person in a company is someone who’s never spent a single day in the office. It’s the customer.

Imagine that Company A is a large organization with multiple departments and thousands of customers. With such a vast customer base, Company A finds it challenging to manage customer queries efficiently. Resolving customer problems quickly is essential to maintaining customer satisfaction and preventing negative reviews. 

However, with the increasing volume of customer queries, it has become difficult for A’s customer service team to keep up with the demand. They are lagging behind in serving the most important person in their company.

This is where ServiceNow Customer Service Management (CSM) comes in. ServiceNow CSM offers a comprehensive solution to manage customer queries efficiently while reducing the time taken to resolve them.


Fig 1: Capabilities of ServiceNowCSM

Previously, we’ve discussed ServiceNow ITAM, CMDB & ITSM. In this blog, let’s take a look at ServiceNow CSM usecases and how it can help your organization reduce the time taken to solve customer problems and improve customer satisfaction.

Omnichannel Engagement

Customers today expect to engage with businesses through multiple channels, including email, chat, social media, and phone. ServiceNow CSM offers omnichannel engagement capabilities, allowing your agents to handle customer queries through various channels from a single platform. 

This feature eliminates the need for agents to switch between different systems, reducing the time taken to respond to customer requests. According to a study by Aberdeen Group, companies with strong omnichannel customer engagement strategies retain 89% of their customers, compared to 33% for those without

Omnichannel advanced work assignment automatically assigns customer cases to the most appropriate agent. With ServiceNow CSM, you can provide your customers with a seamless experience across all channels for increased customer satisfaction and loyalty.

Agent Experience

ServiceNow CSM offers an intuitive and user-friendly interface that allows agents to quickly
navigate through customer queries and efficiently resolve them. The platform provides agents with relevant customer information, including previous interactions, purchase history, and preferences, enabling them to provide personalized service. 

Furthermore, ServiceNow CSM allows agents to collaborate with other team members, share information, and escalate issues when necessary, improving the overall efficiency of your customer service team. By providing your agents with the tools they need to succeed, you can enhance their job satisfaction, ultimately leading to improved customer service.

Customer Service Portal

ServiceNow CSM also offers a customer service portal, allowing your customers to access self-service options and find solutions to their problems without contacting an agent. The portal is customizable, and you can tailor it to meet your specific needs.

By providing your customers with a self-service option, you can reduce the volume of incoming requests, allowing your agents to focus on more complex issues. According to Forrester Research, 72% of customers prefer self-service options over contacting a customer service representative. By implementing ServiceNow CSM’s customer service portal, you can provide your customers with the flexibility they need while reducing the time taken to resolve their issues.

CSM Workflow Integrations

ServiceNow CSM offers the ability to connect with other departments to assist with case resolution by integrating with other applications. Customer Service Management provides integrations with applications such as Request, Incident, Problem & Change Management, Service Portfolio Management, Continual Improvement Management, Field Service Management, ITOM Event Management, Customer Project Management, Financial Management, Adobe Experience Manager, Computer Telephony Integration (CTI), Microsoft Outlook, Process Optimization, Safe Workplace applications and Consumer messaging apps, including WhatsApp, Google Business Messages & Facebook Messenger.

Final Thoughts

ServiceNow CSM can help you prioritize the most important person in your company – the customer. Remember, if you don’t provide the best service to your customers, your competitors will! 

By implementing ServiceNow CSM, you can enhance the efficiency of your customer service team and improve both customer service and loyalty. If you want to learn more about how ServiceNow CSM can be helpful for your organization, reach out to us here. We’re premier ServiceNow partners with decades of experience under our belt.

Don’t miss out on our latest blog on ServiceNow Utah Release Highlights.

And here’s some exciting news! You can meet Team InfoBeans at Knowledge 2023 and hear stories of some of the most efficient IT implementations done for enterprise service management and operational transformation.

Come join us in Las Vegas. We’ll see you there!

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