Smart Customer Service White Papers

Drive Conversational Experiences For A Future Ready Customer Support Strategy


The uncertainty surrounding the global pandemic has highlighted the urgent need for organizations to not only better understand their customers, but also meet and exceed customer expectations. Customer support teams in particular now have the perfect opportunity to get personal in today’s digital age by leveraging technology to transform customer relationships.

Intercom commissioned Forrester Consulting to conduct a survey which reveals why personalized, messenger based support is critical to stay competitive, and explains how companies can leverage the power of conversational support to drive customer retention, customer satisfaction and business efficiency. Among the results revealed by the report are that 71 per cent of respondents believe conversational support will allow them to either stay competitive or become an industry leader, and 69 per cent of support leaders believe the strongest customer relationships are built through personalized support experiences.

Download this study to discover:
•Why messenger based support experiences are business critical
•How customer support expectations are changing fast
•What competitive benefits businesses are seeing with conversational support

The Contact Center Agent of Tomorrow: The 8 Contrasting Qualities Agents Need to Meet Evolving Demands


From the calming patience to handle frustrated customers day after day, to the assertive efficiency to confidently answer difficult customer questions, the ideal contact center agent has always been a unique blend of contrasting qualities. But as simple call centers have grown into modern multi-channel contact centers, agents face broader and more complex responsibilities on a daily basis. Many of the same qualities that have always defined the most successful agents remain critical today. But the ideal agent of tomorrow brings a synergistic, often contrasting blend of skills to handle rapidly evolving, dynamic demands. 

Download the datasheet to learn the 8 contrasting qualities agents need to meet evolving demands.

Marketing Technology Breakthroughs for Successfully Connecting With Customers

First Orion

Financial Services Market Report


1. Discover new marketing technologies for connecting with customers and prospects at higher rates.
2. See how companies are deploying these technologies at minimal cost for acquisition, retention, and reactivation.
3. Explore new consumer research on how financial services customers want to engage with your business.

The Digital Service Funnel Guide: 4 steps to effectively manage the customer journey


This guide offers exclusive insights from the customer service experts at Khoros. Whether you’re just starting out, completely revamping, or simply fine-tuning your brand’s customer journey, you’ll need the advice in this guide. We cover a variety of topics:

  • Defining the service funnel (trickier than you might think!)
  • Deflecting inquiries to self-service and messaging channels (the best way to boost efficiency)
  • Using AI-powered chatbots to contain simple inquiries (freeing agents to handle the more difficult ones)
  • Using AI-powered chatbots to assist agents (but never to replace them)
  • Optimizing the service funnel (by really listening to the voice of the customer)

Download the guide today to get started making your contact center as efficient for your brand as it possibly can be.

Why Self-Service Needs a Human Touch


Customer expectations for self-service are soaring, but are your digital channels ready?

See how you can optimize experiences across every channel. Leading with the voice of the customer, you can turn every self-service interaction into an engaging experience. Download this eBook and learn:

  • Why next-level digital experiences need intelligence from assisted-service channels
  • How AI powers self-service performance with continuous insights from the voice of the customer
  • Which data source holds the most value to improve self-service – and what’s holding most companies back from using it improve their digital channels

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Enghouse Interactive

Quality Assurance is a major challenge for contact centers today.  With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to  coach and evaluate their agents.  AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX.  Find out how.

The Rise of the AI Coaching System: Powering the Empathic Enterprise

Cogito Corp

Call center leaders understand that frontline agents need in-call support bolstering their emotional intelligence, communication skills and resilience to ensure they are effectively engaged and delivering an optimal customer experience while avoiding burnout and fatigue.

Download The Rise of the AI Coaching System: Powering the Empathic Enterprise to:

Discover how human aware AI provides a scalable coaching solution designed to guide frontline workers in the moments that matter most, on every call and no matter the location

Learn how customer-focused organizations are transforming into empathic enterprises through a deeper understanding of both employees’ and customers’ needs

Understand best practices for deploying AI coaching systems in call center environments; driving empathy and elevating performance human performance

You’ll also learn more about the key capabilities of real-time emotional intelligence technology—and how it is enabling leading call centers to scale soft skills coaching across their organizations, driving higher levels of customer engagement.

Five Steps to Master Digital Customer Engagement


Digital customer engagement is evolving quickly. This year, customers will spend 25% more with companies that get digital transformation right.

Web chat, social messaging apps and chatbots hold tremendous potential for customer engagement and support. But customer experience leaders often feel they’ve yet to realize the full potential of these digital channels.

This ebook lays out five steps you can take to master digital customer engagement. Learn how to:

  • Craft your vision and get stakeholders on board
  • Establish your digital engagement foundation
  • Add more channels, volume and automation

2021 Digital Customer Engagement BUYER’S GUIDE


The events of 2020 profoundly changed the way we live, work and do business. Organizations were challenged to accelerate their digital transformation efforts almost overnight?—?and customer support teams often were on the front lines.

This altered business requirements and buying decisions for digital customer engagement solutions. Whether you’re evaluating new technology or just monitoring trends, you need to understand what’s driving rapid innovation — and how organizations are putting those innovations to work.

Download our digital customer engagement buyer’s guide to:

  • Learn how 2020 altered digital engagement
  • Explore customer engagement trends for 2021
  • Discover the essential capabilities for modern digital experiences

A Practical Guide to Mastering Bots


Bots do more than automate self-service. When used strategically, chatbots elevate the customer experience (CX) and provide measurable gains for your business. And by taking on mundane, repetitive tasks, bots give your employees more time to focus on higher value conversations.

Download the guide and learn how to:

  • Design a bot that does one thing extremely well
  • Encourage employees to take part in bot training
  • Measure results for continuous improvement

How does the contact center impact business performance?

NICE Satmetrix

Now, more than ever, customers have more choice – and more voice.

With customer service on the front lines of CX, the contact center has emerged as a critical experience crossroad; an influential pivot to activating game-changing digital CX transformation – and business outcomes.

New research reveals that contact center CX directly impacts CSAT, loyalty, and growth.

Download the infographic now to see data specific to your industry.

Building Customers for Life -- Value of the Connected Enterprise


You’ve been flooded with commentary and insights regarding “digital transformation.” Every analyst and publication that covers your market has affirmed the “go digital or die” mantra in some form. But what does “going digital mean?” What value is there in the “connected enterprise” that is presented as the goal of almost every digital discussion?

The real value of moving towards a connected enterprise begins and ends with getting closer to customers. Unless you want to discount your pricing to the point where you’re the low-cost provider, you need to find compelling ways to engage customers and convince them that your offering is worth a premium price.

Our new guide on the connected enterprise shows you how to better connect your disparate teams using Voice of the Customer data at the core. You’ll learn:

  • How to address data issues: Your enterprise is awash in data and the pace is only accelerating.
  • How to bridge silos: Even if your innovation team gets it right, you won’t get the results you want if sales, service, or supply chain are working in silos and not leveraging high-value customer insights.
  • How to mainline the contact center: It’s important to realize that the unfiltered customer insights pouring into your contact center can show you precisely how and when changes are happening.

To read more recommendations on connecting your enterprise, download this report.

Customer Operations 2021: Success in CX and Digital Transformation Through Service and Back-Office Alignment


This report by Aberdeen reveals the role and impact of customer operations on service and back-office activities—highlighting how leading firms build and manage a top-notch customer operations program that rewards them with loyal clientele, agility, efficiency, and reduced costs.

Customer Operations 2021: Success in CX and Digital Transformation Through Service and Back-Office Alignment, Omer Minkara, Aberdeen, June 2021

Future Applications of AR in Field Service - WBR Report


Augmented Reality (AR) is widely used within field service organizations. This report from WBR explores the current and future use cases of AR and analyzes how these tools generate ROI. Learn how you can apply best practices to achieve the strongest possible outcomes for your service organization.

Voice of the Field Service Engineer – Service Council Report


This annual survey strives to uncover the feelings, perspectives, and recommendations of those on the front lines of service delivery. Learn what technicians like and dislike about their job, and get suggestions on how you can improve the efficacy, job satisfaction, and sense of worth for field staff.

The 5 Phases of Digital Engagement


Customer support teams have faced unprecedented challenges in recent months. For many companies, the tough circumstances shone a harsh light on gaps in a critical area: digital engagement.

The benefits of digital engagement have never been more clear. With a strong cloud digital engagement platform, you can operate under nearly any circumstances. Your customers enjoy shorter wait times and better, more consistent experiences. And your agents are freed from many mundane tasks. With the right strategy in place, you can evolve digital engagement rapidly.

Every company will begin from a different place. Use this ebook to determine which phase of your digital engagement journey you’re in now — and how to advance to the next.

The Evolving Customer Contact Center: 5 Operational Imperatives


Most customers choose to interact with your business when they have urgent needs or concerns. These are important opportunities to provide outstanding customer service — and you may have just one chance to get things right.
How do you ensure that your customer contact center supports both your short-term goals and longer-term success?

This eBook presents 5 operational imperatives you should consider right now, as you work to build the ultimate customer experience. Throughout these pages, we explore:

  • Why taking care of your associates is fundamental to success
  • How your combination of people, processes and technology is the key to lasting results
  • Why flexibility is priority #1 in the modern tech stack
  • The critical role of data in maximizing performance
  • The key to creating long-term brand loyalty

Customer Workflows Book of Knowledge


Discover how your peers from 7-Eleven, Vodafone, KiwiBank, Basware, Lowe’s, and more deliver superior customer experiences. These quick-read summaries of their Knowledge 2020 breakout presentations offer insights into innovative approaches for unified customer engagement, field service, and service operations.

Customer Operations: 6 best practices for connecting customer service resources


Learn six best practices of customer service and operations leaders for delivering consistent customer experiences even when the unexpected happens. See how to:

  • Break down silos and automate processes across teams
  • Detect and prevent potential issues
  • Identify opportunities for automation and efficiency

Drive customer loyalty with connected digital workflows


Ramp up customer service fast when the unexpected happens

Organizations are reacting to a disruptive number of customer requests with fewer employees available to respond. In the new normal, scaling your operations for unplanned volumes with digital customer service is essential.

ServiceNow Customer Workflows enable organizations to expand capacity via automated self-service, organize resilient operations for unforeseen circumstances, and manage location-based work efficiently and safely.

Maximize uptime and streamline maintenance with ServiceNow


With IoT data stuck in silos separate from field service, companies are leaving insights and efficiencies on the table, and getting only a fraction of the potential value from IoT investments. Learn how ServiceNow Connected Operations connects your IoT data to your operations with digital workflows—so you can use field resources more effectively and maximize output from critical infrastructure. 

Knowledge2020 Digital Experience - Field Service Spotlights


See how your peers are delivering superior location-based service. This quick read explores Lowe’s, Kansas City Southern Railways, and NTT Data successes powering greater customer satisfaction via innovative field operations.

Evolving your customer journeys to the next normal


Investing in great outcomes for customers and employees

The road to exceptional customer service has been rerouted. Today’s customers are undergoing a bumpier journey, and they’re asking for help adapting to the unexpected. That means that service teams have to learn to navigate a new reality while still delivering rich and rewarding customer experiences. Download this eBook to discover how to reinvent your customer journey for a new era of service expectations.

Read about:

  • The roadblocks to success
  • Developing a roadmap
  • Why connected collaboration is critical for resolving complex issues
  • The value of preventing and preempting service issues
  • How ServiceNow Customer Service Management can help you achieve your goals

Make Journey Mapping Your Secret to Outstanding Customer Service


Introduction to customer journey maps.

Delivering an exceptional customer experience is priority number one for companies hoping to succeed and grow in today’s competitive environment. More than two-thirds of companies say they are currently competing mostly on the basis of customer experience. And to make that customer experience really shine, it’s critical to look at the customer journey from a customer’s point of view.

So, how can you best assess the quality of your customer experience and identify areas for improvement? Start by understanding their journey.

Aberdeen Report: The Return on Managing Customer Convenience in Modern Service Programs


How effortless customer service enables business benefits

Customer service leaders can no longer rely on efficiency alone for success. In this eye-opening report, Aberdeen concludes that delivering an effortless service experience is the new differentiator—producing up to a 4.1X greater annual increase in retention rates.*

Download this report for expert recommendations in helping achieve higher employee satisfaction, lowering customer effort, and offering better customer service. You’ll find insights that helped companies like yours:

  • Decrease service costs by 13% YOY while increasing up-sell opportunities*
  • Boost customer satisfaction while increasing retention rates
  • Cut nearly $1.4M in service costs annually by minimizing customer effort*

* Source: The Return on Managing Customer Convenience in Modern Service Programs, Omer Minkara, Aberdeen, 2020

Customer Engagement: How to expand capacity for whatever comes next


Learn six best practices used by customer service leaders to instantly handle common customer requests when the unexpected happens. See how to:

  • Increase the use of self-service with automated solutions
  • Help customers complete requests and get answers fast
  • Empower agents to resolve customer issues automatically

Supercharging customer service: Reimagining the operator experience at Grocery Outlet


Read this recap of a recent high-value webinar featuring Grocery Outlet.

This leading retailer needed an advanced service model to keep up with franchise growth—one that tracked service response times against promised SLAs and put information at franchise owners’ fingertips. Quickly scan how ServiceNow® with their partner Acorio solved the customer service challenges by:

  • Redefining customer service to improve the overall independent operator experience
  • Adding workflow tools, root cause analytics, and self-service capabilities
  • Providing relevant information to store operators

Forbes - Power of the platform: Using IoT data to drive customer satisfaction


There’s untapped value in the massive volumes of underutilized IoT data, particularly when integrated with smart workflows. In this case study, a manufacturing organization taps into seamlessly connected workflows to analyze and act on IoT data in real time. See how this approach delivered ROI in customer service, field engineering and other mission-critical departments.

Customer Operations for Dummies, ServiceNow Special Edition


You may be surprised what you didn’t know about delivering outstanding customer experiences: that it’s more than engagement. This guide offers an indispensable checklist for powering behind-the-scenes customer operations with digital workflows to create a customer-obsessed organization.

Forrester Consulting Study: The Total Economic Impact™ Of ServiceNow Field Service Management


ServiceNow commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realize by deploying ServiceNow® Field Service Management. Read this study to find out the value this solution can bring to your organization.

Verdantix - Smart Innovators: Field Service Management Software


Get an insightful overview of the current field service management software market in this report by Verdantix. It offers an unbiased assessment of 30 vendors in this space, and the four important factors to consider before purchasing field service management software.

Increase field service safety and reduce costs with augmented reality


Combining augmented reality (AR) with an organization’s field service management solution enables safer and more efficient work. This ebook details six benefits companies can gain by leveraging remote support, including resolving issues faster, increasing productivity, reducing costs, and more.

From Collected to Connected: 5 ways to unlock your IoT potential to revolutionize Your Field Service


Tapping into IoT (Internet of Things) data to bridge gaps and connect your operations can transform field service organizations—driving better outcomes across field service, customer service, IT, risk, and more. In this ebook, you’ll learn five ways to unlock more value by fully utilizing the potential of IoT data.

Forrester Study: The Total Economic Impact of ServiceNow Customer Service Management


This Forrester Total Economic Impact™ (TEI) study is based on interviews with ServiceNow CSM customers. Operational improvements include:

  • Improved first contact resolution by up to 20%
  • Reduced cases initiated over phone by 40%
  • Increased revenue retention by $5.2 million from support contract renewals

The Total Economic Impact Of ServiceNow Customer Service Management, a November 2020 commissioned study conducted by Forrester Consulting on behalf of ServiceNow.

Forbes - Field Service On The Edge


By consolidating key field service management components onto one strategic platform, ServiceNow Connected Operations gives organizations near real-time visibility into assets in the field. Learn how making IoT data actionable can enable your business to quickly respond to issues, proactively notify customers, and rapidly remediate problems.

CCW Market Study – Future of the Contact Center: A Forecast


See how leaders are changing the contact center, both strategically and tactically, following the events of 2020. This report uncovers the specific challenges companies face as they transform remote work, digital engagement, and automation from 2020 “stop gaps” into contact center cornerstones.

Analyst Report: CCW Special Report: Service Continuity & Connectivity


More than ever, customers need confidence that they are the top priority. This special CCW report explores:

  • Common challenges around organizational resilience and continuity of services
  • Immediate steps you should take to achieve a more sustainable and all-encompassing continuity initiative
  • Real world best practices shared by executives

Proactively address issues to create superior customer experiences


Proactive customer service reduces contact center volumes and results in a better customer experience. Instead of learning about problems from your customers, you can get ahead of issues. See how five key capabilities can help you intelligently fix problems before customers even know they have them.

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center


Inside the Gartner 2021 Magic Quadrant for the CRM Customer Engagement Center report you’ll find an unbiased, third-party evaluation of vendors providing customer service and support applications. You’ll also learn the details on why ServiceNow is named a Leader in the 2021 Magic Quadrant for a second year in a row.

Gartner "Magic Quadrant for the CRM Customer Engagement Center," Nadine LeBlanc, Jim Davies, Varun Agarwal, 15 June 2021. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from ServiceNow.

Emerging Technologies in Field Service Management - WBR Report


Get insights from 100 field service leaders in this report on emerging technologies in field service. You’ll learn why edge computing is top of mind for organizations looking to transform services, extend maturity in digital transformation, and streamline processes for greater profitability.

Infrographic - The field service technician’s wish list


ServiceNow conducted a survey of 989 field service technicians. See the top five most-requested features they requested in a mobile field service management solution. This infographic reveals how you can enable your team to perform work efficiently and safely—completing the job the first time.