ServiceNow Customer Service Management (CSM) Support

As customer-centricity becomes more important to every organization, factors like customer support and service become crucial to success. Every customer appreciates uninterrupted, quick, and seamless services. And to address all these concerns is imperative for every business!

ServiceNow Customer Service Management (CSM) helps reduce customer support response time, increase first contact resolution rate, enable smart self-service, and automate issue resolution. It has emerged as a comprehensive CSM solution, extending its support across many other areas concerning customer service.

At Fidel, we provide ServiceNow CSM support to improve customer support and deliver blissful customer service experiences. Our extensive expertise in ServiceNow and comprehensive support refer to the competitive edge we provide to our clients. Here’s more to our ServiceNow CSM services.

ServiceNow Customer Service Management (CSM) Support

Challenges ServiceNow CSM Addresses

As a comprehensive customer service management support platform, ServiceNow CSM addresses various aspects, including the following.

  • Slow, delayed, and time-consuming customer service
  • Absence of a self-service mechanism or support
  • Lack of departmental coordination – customers are required to explain the same problem repeatedly to various departments
  • Multiple communication options, as demanded by customers
  • Poor data management processes and techniques

Our ServiceNow CSM Expertise – Featured Applications of ServiceNow CSM

Our ServiceNow CSM expertise covers the following featured applications and capabilities, thus making us a comprehensive ServiceNow CSM service expert.

Case Management

Case Management

The application helps integrate issue-resolution processes and provides response templates and learning material to enable representatives to resolve issues quickly.

Knowledge Management

Knowledge Management

Knowledge management refers to gathering client support knowledge and sharing it with other agents, thus enhancing customer service further.

Self-Service

Self-Service

Self-service further helps expedite customer service with a self-service portal, enabling clients to find responses to their questions on their own.

Agent Workspace

Agent Workspace

The application or capability involves providing representatives or agents with an intuitive work console to help accelerate and enhance case management.

Omni-Channel Support

Omni-Channel Support

ServiceNow CSM also helps businesses provide omnichannel support across various customer contact points, including phone, email, chatbots, etc. Thus, it helps automate product and service monitoring.

Issue Management

Issue Management

The feature enables identifying hiccups or errors within a particular product or service, recognizing clients experiencing those errors, and assisting them in resolving the error.

Built-In Packages

Customer Data Management

Customer data management features help share the required information about customers concerning every case with the agents. It includes everything, including the contact elements of the products they’ve purchased.

Performance Analytics

Performance Analytics

Analyzing the performance of the customer service department with the help of comprehensive insights and projecting trends is possible with performance analytics.

Virtual Agent

Virtual Agent

ServiceNow CSM extends its support by also enabling the development of self-service chatbots and providing clients with the needed information without requiring them to connect with a human support agent or representative.

Predictive Intelligence

Predictive Intelligence

Everyone is curious about the future! The predictive intelligence capabilities of ServiceNow CSM leverage machine learning capabilities to analyze case descriptions, automate categorization, and direct and prioritize them, thus ensuring that the most critical cases receive urgent attention and cutting down on manual work.

Developing and Reporting

Customer Project Management

This is another vital capability. It enables one to take control of the entire project lifecycle and help representatives and agents control various project-related tasks.

Why Choose Fidel for ServiceNow Customer ServiceNow Management?

Wondering why chose us for ServiceNow CSM? Here are some reasons.

Comprehensive Expertise

Comprehensive Expertise:

We specialize in numerous ServiceNow CSM functionalities, applications, and capabilities. Thus, we provide support across each to serve our customers as comprehensive ServiceNow experts.

Expert ServiceNow Resources:

Expert ServiceNow Resources:

Our team of ServiceNow resources comprises everyone, including ServiceNow consultants to ServiceNow technical experts. So, rest assured, we’ll support you across every dimension of ServiceNow!

Rich ServiceNow Support Experience

Rich ServiceNow Support Experience:

We continue to serve as ServiceNow experts for companies from various domains and varying IT infrastructure sizes and needs. Our experience is a major force driving our identity as reliable ServiceNow experts in the market.

Continuous Evolution and Upgrades

Continuous Evolution and Upgrades:

We stay abreast of all the latest developments happening across the ServiceNow space, thus providing competent services and support to our clients.

Customer-Centric Approach

Customer-Centric Approach:

Fidel is also known for its peerless customer-centric approach. Whatever we do, we keep our clients at the center. It is one of the factors helping us contribute positive value to our client’s business.

Outsource Your ServiceNow Customer Service Management Support Service to Fidel

Want to explore more? Please email us at sales@fidelsoftech.com to discover our ServiceNow CSM support and know how we can support your CSM needs.