As competition in the digital service industry increases, you need to find new ways to differentiate your enterprise from competitors. Anyone can build a basic website and start delivering products to customers, but that doesn’t mean the customer experience will be good. In fact, the customer experience is fast becoming the determining factor for business growth, making it an important aspect of your overall business operations.
We believe that nothing is more important than customer experience. The best digital service in the world will still fall short of expectations if end-users are unhappy. To combat this problem, we have partnered with ServiceNow to provide customer service management (CSM) services to our clients.
Transformational effects of CSM with ServiceNow
ServiceNow is a leader in the IT operations management (ITOM) industry with a broad range of useful features to simplify day-to-day IT management processes. The ServiceNow CSM module is a comprehensive solution for customer service management, offering actionable insights and integrated helpdesk functionality to simplify customer management in the enterprise.
Some transformational effects of CSM with ServiceNow include:
Improve the customer experience (CX) – The demand for personalized digital services is growing as more people start using the internet. With self-service portals for low-level customer queries, and automated ingestion and remediation with AI for inbound service requests, you can streamline your customer management operations to start delivering better customer experiences.
Reduce your MTTR – With the always-on nature of digital services, customers expect instant gratification. For any problems that slip through the cracks, complete visibility into the network communications chain allows for fast root cause analysis, reducing your mean time to remediation (MTTR).
Improve and maintain your service delivery standards – With a holistic overview of your entire customer service management operation, you can proactively monitor and resolve potential problems before they impact your services.
Deliver rich customer experiences with ServiceNow and Trianz
The competitive nature of the digital service industry means you need to be creative to differentiate yourself from the crowd. By offering good customer experiences, you set a foundation for business growth with the reassurance that these standards will be maintained over time through the ServiceNow platform.