Why You Need Omni-Channel in CSM

A Win-Win For Everyone

Providing great customer service means more than just engaging with your customers. The ability to resolve issues quickly and proactively will improve customer satisfaction and loyalty to your brand. That is why having a robust, omni-channel Customer Service Management (CSM), which provides clients with various methods of interacting with you is so important. 

A fully developed CSM:

  1. Provides answers now. Automating the self-service experience allows customers to find answers to their questions themselves by typing their problems in their own words. This may present itself via a knowledge base or interaction with a virtual agent. 
  2. Provides instant help. Regardless of the time of day and whether your Service Desk is available – enable customers to submit cases 24 /7 on any device from anywhere in the world. The system should be able to provide support assistance and solutions if available. 
  3. Allows clients to talk to a human agent. The ability to chat or talk with a live agent is vastly underrated. Sometimes customers want real human contact to help resolve their issue. When complexities arise, the ability to hear the voice of a company, responding and hearing their concerns provides immeasurable value.
  4. Allows clients to avoid immediate contact with the company. Some clients will prefer to email about their issue and wait for a response, and that is okay. 

These efforts should be integrated and interactive without creating duplicate efforts or complexity for either the customer or your customer service agents. No matter how the customer chooses to initiate a claim, a robust CSM will be transparent; showing the client where their request lies in terms of status for follow-ups or additional information needed.

Omni-channel actions should exist in one place for the customer service agent to easily view, should the client need more information.

Many solutions may offer multi-channel methods to get assistance, but ServiceNow allows your customer to start with submitting a case on the portal after searching for knowledge, then provides options for additional support. Customers can start with the virtual agent, who will look up the existing case and offer potential solutions, check current case status, allow for help with a Chat Specialist, and more, all from the same platform. For those complicated or complex issues, if your customer calls your customer service desk, all of these interactions will appear in the agent workspace, allowing your customer service agents to provide great quality support without your customer having to repeat themselves or create redundant or duplicate cases.

With ServiceNow’s omni-channel CSM, you empower your customer service team to be able to intelligently interact with your customers, providing them all the interaction about the issue at their fingertips. Click To Tweet

More importantly, customers feel empowered and confident in your ability to resolve their issue. 

In today’s environment, omni-channel support is not an option. Your customers demand it and your support team needs it. The ServiceNow Platform is designed to handle this natively and without issue. With ServiceNow and Cask, businesses can get back to what they do best, all while enhancing customer loyalty in the process.

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