Best-in-industry ServiceNow Customer Service Management Module Services

The ServiceNow customer service management module or ServiceNow CSM helps businesses deliver better customer services and hence helps them with elevating their CSAT scores and reduce cost.

ServiceNow CSM offers several benefits few of which include enhanced customer and employee engagement, automation of operational processes and redundant requests, better and personalized customer services, better solution offerings, reduced service cost, better connectivity, and improved reporting and analysis.

Agent workspace provides all the crucial features necessary for providing effective customer services in one place. Agent workspace is ideal for all the customer service executives/agents who handle multiple inbound mails, chat requests or inquiries via calls. One of the major benefits of agent workspace is the ease of access which helps in enhancing the productivity of the agents.

There is a significant amount of difference between ITSM and CSM. ITSM is ideal for change management, incident management, service management, knowledge management, and asset management. Whereas CSM is ideal for the operations that circle customer services and for delivering better and personalized customer services. It helps you rectify issues, recognize redundant patterns as well as common issues and hence helps you improve the productivity of your agents.

The CSM module comes equipped with several features such as incident management, virtual agents such as chatbots, knowledge management, service portals, automated task assignments, visual task boards, event management, operational intelligence, discovery, etc.

CRM stands for customer relationship management, the purpose of which is to help businesses manage and organize information of its customers. This helps marketing and sales teams when it comes to keeping track of the qualified leads and new as well as existing customers. CRMs help businesses manage contacts, emails, leads, interactions, and reporting. Whereas CSM is focused on customer engagement and customer success. It’s focused on delivering more personalized, optimized and better experiences while automating tasks, identifying loopholes, rectifying issues and reducing cost.

Yes, ServiceNow provides a mobile app that goes by the name “Now Mobile App”. It's a feature-loaded application that enables users to keep track of multiple requests, approvals, tasks, documents and so much more from their fingertips.

Yes, and it comes with loads of benefits as well. The integration allows agents to create cases, add and remove incidents from a case and also add notes regarding the changes in the state.