Let’s design workflows that can directly route customer service tasks to the middle office, back office, or field teams, bypassing the contact center when required for improved efficiency. We also enable you to go beyond regular customer service by bringing together customer service operations.
ServiceNow CSM
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ServiceNow CSM Implementation
Handling customer service requests across various channels can be difficult. If not managed efficiently, it can lead to higher operating expenses and, more importantly, lower customer satisfaction levels. Aelum Consulting can help you:
- Facilitate quick resolution of complex customer issues via automated bots and deliver proactive service by predicting trends.
- Integrate telephony systems to support customers through various channels, including web, phone, chat, email, and social media.
- Encourage self-service through the use of Knowledge Management, Service Catalog, Service Portal, and more.
ServiceNow for Customer Service
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Enhanced Customer Satisfaction
With a centralized platform for managing customer inquiries and issues, we enable you to provide prompt and efficient customer support. This helps improve customer satisfaction and loyalty.
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Improved Agent Productivity
Offering customer agents with a unified workspace that brings together customer data, communications channels, and other tools needed to resolve customer issues quickly and effectively.
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Greater Visibility and Insights
Providing you with real-time visibility into customer interactions and issues, as well as the ability to analyze customer feedback and identify trends and patterns, enabling data-driven and proactive decision-making.
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Increased Operational Efficiency
By automating key customer service processes, we help you reduce manual tasks and streamline workflows. This improves operational efficiency and reduces customer service costs.
Why CSM with Aelum?
Focus on Self-Service
Our approach to ServiceNow CSM implementation involves prioritizing customers’ preferred communication channels and building self-service portals. We ensure that customer inquiries and issues are routed to the appropriate person within the organization for prompt resolution.
Agent Intelligence
With our team of AI experts and experience in creating and training NLU models, we can efficiently configure ServiceNow’s Virtual Agent and Agent Assist to help deflect and resolve customer inquiries. This allows for quick and effective implementation, ultimately improving the customer experience.
Omnichannel Approach
We specialize in configuring ServiceNow CSM to provide seamless omnichannel customer experiences. Our expertise enables us to integrate multiple contact options for customers, including web, email, chat, and social media, allowing for a truly comprehensive customer service solution.
ServiceNow Suite
Our team is highly skilled in implementing a range of ServiceNow offerings, including ITSM, ITOM, ITBM, HRSD, and of course, CSM. Our expertise in these areas enables us to bring together your overall suite of services for the best possible results.
Endless Line of ServiceNow CSM
Agent Workspace
Unified interface for customer service agents to efficiently manage and resolve cases.
Task Intelligence
User sentiment and language detection to automate work for customer service teams.
Case Management
Comprehensive solution for managing customer cases throughout their lifecycle.
Predictive Intelligence
AI-powered tool to predict customer needs and recommend actions to improve CX.
Workforce Optimization
A suite of tools for optimizing the performance of the customer service teams.
Self-Service
IEnabling customers to easily find answers to their questions and resolve issues on their own.
Virtual Agent
AI-powered chatbot that can provide immediate assistance to customers and deflect cases.
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Knowledge Management
A system to create and share knowledge to improve customer self-service and agent efficiency.
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Communities
Enabling customers to engage with each other and share information and feedback.
Field Service Management
A solution to manage field service teams and ensure timely resolution of customer issues.
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Outsourced Customer Service
A solution for managing outsourced customer service teams and ensuring consistency.
Frequently Asked Questions
ServiceNow offers three packages for CSM. These packages are:
- Standard – Offering 10 feature
- Professional – Offering 19 features
- Enterprise – Offering 21 features
Primarily, there are six user roles in ServiceNow CSM:
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- Customer – external users who create and view cases.
- Consumer Agent – external users who can view and update cases but cannot delete records.
- Agent – internal users who manage cases.
- Manager – internal users who manage teams and cases.
- Admin – internal users who have full access to ServiceNow CSM and can configure the system.
- Partner – external users who are designated as partners and can access customer cases and accounts.
Here are some cool automation capabilities of ServiceNow CSM:
- Case management automation: Helps automate and streamline the entire customer service management process.
- Intelligent automation: Incorporates artificial intelligence (AI) and machine learning (ML)to automate routine tasks and improve efficiency.
- Self-service automation: Allows customers to resolve issues and find answers to their questions through self-service portals and virtual agents.
- Workflow automation: Automates and streamlines processes such as task assignment and escalation, ensuring that cases are addressed promptly.
- Field service automation: Allows field technicians to access relevant information, collaborate with other team members, and automate routine tasks in real-time.
- Knowledge management automation: Streamlines the creation, management, and sharing of knowledge resources, making it easier for agents and customers to find the information they need.
The key features of ServiceNow CSM include
- Omnichannel customer engagement
- AI-powered automation
- Proactive customer service operations
- Comprehensive case management
- Field service management
- Customer communities
- Reporting and analytics
Virtual Agent and Agent Assist are AI-powered capabilities in ServiceNow CSM that help organizations automate their customer service operations.
- Virtual Agent is a conversational chatbot that can handle simple customer inquiries and provide personalized assistance.
- Whereas Agent Assist is an AI-powered tool that provides agents with relevant information to help them quickly resolve customer issues.
ServiceNow CSM uses machine learning algorithms to analyze customer data and predict customer behavior. This helps organizations proactively identify and address customer issues before they become problems and personalize the customer experience by offering relevant product or service recommendations.
It is a feature in ServiceNow CSM that uses machine learning to automatically classify and route customer inquiries to the right agent or team. This helps organizations reduce response times and improve the accuracy of their customer service operations.
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