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With the ever-changing dynamics of the business world and customers being kept at the forefront of every service, it becomes imperative for organizations to understand how they can keep on providing efficient customer service with the help of technology.
Having just a Customer Relationship Management (CRM) tool in place is no longer good enough for organizations focused on engaging and connecting with their customers in real-time. They also need a tool that can use both dynamic and static data to create intelligent workflows and improve customer service.
ServiceNow Customer Service Management (CSM) is a set of tools designed to track and connect customer interactions. With the help of CSM, ServiceNow manages the customer experience associated with the engagement channel or type of interaction.
According to the 2021 Gartner Market Share report, ServiceNow’s share in the global customer service and support market increased to 75.6% since last year. Companies like Vodafone, NHS, Airbus, Coca-Cola, and 7-Eleven are tapping the power of ServiceNow to deliver next-generation experiences for their employees and customers.
Here is a quick guide on how the ServiceNow CSM module helps businesses solve some of the critical customer service issues:
Problems that necessitate the need for ServiceNow CSM
Introduction to ServiceNow CSM
As defined by ServiceNow, "ServiceNow CSM goes beyond traditional solutions to elevate your customer service from issue to resolution." It resolves complicated challenges by involving other departments in determining the root cause of problems, creating end-to-end, long-term solutions, thereby increasing product quality.
5 ways that ServiceNow CSM Revolutionizes Customer Service
As a Specialist Partner with ServiceNow, Aress has been driving growth and excellence for its customers across multiple industry verticals. With a team of certified ServiceNow consultants, we are helping organizations transform their customer service management practices by providing ServiceNow implementation and admin support services. Feel free to drop me a line at firstname.lastname@example.org in case of any questions.
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