SERVICENOW CSM

Customer Service Management

Streamline Your Customer Service Management. Deliver effortless, omnichannel and AI-enhanced customer experiences — from first contact to resolution.

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Customer Service Management

Overview

Streamline Your Customer Service Management

Connect the front, middle and back office to resolve issues fast and proactively.

Configurable AI-Enhanced Conversations

Configurable AI-Enhanced Conversations

Experience the power of ServiceNow's Configurable Virtual Agent, utilizing directed conversations seamlessly configured without code.

01 Streamline processes
Omnichannel Integration

Omnichannel Integration

Whether through phone, web, or app, ServiceNow's omnichannel integration and analytics adapt to your customers' preferred mediums.

02 Create service resilience
Continuous Enhancement

Continuous Enhancement

Leverage full incident data for contextual performance analysis, including incident frequencies, resolution times, and process bottlenecks.

03 Reduce IT waste
Efficient Query Routing

Efficient Query Routing

Enable self-service for users by automatically directing inquiries to appropriate resources, whether in the front or back office.

Capabilities

CSM Capabilities for Effortless Service

Virtual AgentNo-code conversational bots for self-service.
Omnichannel EngagementPhone, chat, web, app, social — unified.
Advanced Work AssignmentSkill-based routing to the right agent.
Agent WorkspaceSingle pane with full customer context.
Now Assist for CSMGenerative AI for case summaries and replies.
Case ManagementEnd-to-end resolution with workflows.
Performance AnalyticsKPIs, SLA tracking and trend insights.
Self-Service PortalBranded portal for 24/7 customer service.
Field Service IntegrationDispatch technicians for on-site resolutions.

Why Choose Us

Refined CSM Excellence with ServiceSmartz

Elevate customer experiences with streamlined and integrated processes. ServiceSmartz specializes in enhancing your ServiceNow Customer Service Management, optimizing workflows to address customer demands efficiently. We focus on providing responsive solutions, ensuring customers receive the desired outcomes — anytime, anywhere.

Omnichannel customer journeys
AI-powered case deflection
Proactive customer service
Faster MTTR & higher CSAT

Ready to transform your customer service?

Connect with our ServiceNow CSM experts for a free assessment of your current service management capabilities.

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