The Benefits of a Cask CSM Solution
The efficacy of your customer service can make or break your business. Cask helps your business leverage the ServiceNow platform to ensure that you’re on the right track, keeping your customers happy without sacrificing the hard work of your staff. Our CSM solutions bring valuable benefits to your business:
Customer Service as a Team Sport
As competition among brands grows tighter than ever, customer service becomes an excellent differentiator. Great customer service is achieved not by managing customers at individual interactions, but by creating a culture of customer service that connects every aspect of the business and helps your enterprise diagnose, fix, and prevent issues collectively.
With CSM from the ServiceNow platform, you get visual task boards, workflow, and automated problem-solving. The result is increased customer satisfaction and reduced case volume.
End-to-End Customer Service
Our team-sport approach makes it possible to handle customer service issues in ways that address the root cause. When customer service is connected to other areas, such as engineering, operations, and legal services, it becomes easier to find resolutions to issues.
Consequently, businesses are able to permanently fix or prevent such issues from cropping up again in the future.
Delivery of Proactive Service
Cask CSM solutions let you increase customer satisfaction by proactively fixing problems in your system. The ServiceNow platform provides real-time visibility into the operational health of your customer systems. This means that as you find and fix problems, you also drive continuous improvements in your customer service tools, products, and processes.
For example, performance analytics tools let you identify recurrent problems. Responses to issues can then be improved, such as automating resolutions, freeing up time, and driving continuous improvement.
Engage Customers on Their Channel of Choice
Here’s something to keep in mind when choosing Cask CSM solutions: Your customers want swift solutions based on their schedule—not yours. We can help you offer a more personalized online service experience with an out-of-the-box customer service portal from ServiceNow. Users can reach you through their preferred channel—whether by telephone, e-mail, or chat—making you accessible on a platform convenient to your customers.
At Cask, we partner with ServiceNow to deliver functionality that empowers customer service agents to tailor messaging for specific personas, customers, and users.
By uniting all of this information in one easy-to-access portal, ServiceNow empowers customer service teams to provide personalized engagement and take educated steps to quickly resolve requests.
Upgrade your customer service today and watch your business grow almost effortlessly. Talk to your Cask advisor about implementing our Customer Service Management solutions.