ServiceNow Releases Customer Service Management

ServiceNow, an enterprise cloud company, today unveiled ServiceNow Customer Service Management, an application that connects departments, systems, and workflows using a structured, closed-loop process to diagnose and fix the root cause of customer issues.

"Traditional customer service tools are falling short as products and services converge," said Abhijit Mitra, head of product management for Customer Service Management at ServiceNow, in a statement. "Exceeding customer expectations requires more than just reacting to incoming calls. There's an imperative to close the gap between engagement and resolution. Delivering great service is a team sport in a digitally connected service economy."

With Customer Service Management businesses can do the following:

  • Connect customer service teams to other departments to compress the time to identify and fix issues at the root cause;
  • Manage information, access to contextual knowledge, and participation in social Q&A;
  • Eliminate recurring work by automating common requests into a service catalog;
  • Support customers in any channel: Web, phone, SMS, email, chat, or video;
  • Track and visualize, in real time, the operational health of products and services in the installed base;
  • Take corrective action based on the intelligence gathered through surveys and analytics; and
  • Track complex contracts and entitlements to ensure customers get the right level of service.