Driving the Effortlessly Excellent Customer Experience
Customer engagement goes beyond managing individual experiences between clients and employees to include all of the ways companies motivate customers to invest in an ongoing relationship with a brand or product. It is an essential task, but one that is not easily achieved by all organizations.
In fact, many organizations of all sizes struggle with the complexities of unifying engagement of their service teams, which leads to a disjointed and unsatisfactory customer experience.
Getting to a place where customer service is proactive, processes are orchestrated properly, and intelligence is leveraged to streamline the engagement experience requires establishing the right level of case and knowledge management for the size of your teams and your organizational goals.
Only then can business leaders begin to drive enhancement of the customer experience.
So, how do we effectively coordinate back-office teams to simplify customer engagement, resolve issues and get problems addressed before customers realize they have them? Through ServiceNow.
The width and depth of the ServiceNow Customer Relationship Management (CRM) product brings together coordinated service team responses, intelligent knowledge management, and seamless accessibility to the right solution and most rapid response for issues, requests, and problems. The result is a scalable, flexible, and robust approach to proactive customer service. Starting with the initial contact, issues and requests can be viewed and managed in real-time, keeping the requester informed while helping teams get to resolution quickly and effectively.With all aspects of service delivery coordinated and managed in one platform, you get predictable business outcomes and streamlined customer service with measurable results. Click To Tweet
This also allows you to gain full alignment between connection, process, resources, and analytics. This in turn drives a superior, intelligent, personalized customer experience.
The ability to orchestrate customer requests with assisted service as well as with self-service are the hallmarks of a successful customer service and support operation. With the right CRM and partner, your business will be able to increase customer satisfaction, boost resolution efficiency and improve product and service quality to enhance the customer experience.
Patrick is a Senior Advisor at Cask and has 30 years of involvement with corporate and personal technology infrastructure, driving best of breed decision-making, systems analysis and refinement, production assurance, and risk mitigation. From rebuilding essential finance infrastructure, to foundational work in corporate Incident, Problem, Change and Release management and beyond, he is always driving excellence and resiliency in IT Service Management to ensure the right amount of rigor for the services being impacted.