Customer Service Management
Multi-Billion Dollar Software Company
We provided a stabilized architecture for an external cloud application with multiple users.
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We go beyond to provide your employees and customers extraordinary customer service experiences using intelligent automation and routing capabilities, a model to visualize customer accounts and services, and analytics to proactively understand impact, all while improving overall customer satisfaction and reducing case volume and costs.
An integrated support team and digital workflows can help you fix issues fast, bolster service operations, and engage customers.
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Permanently fix (and even prevent) issues by connecting customer service to the right department and automating processes across internal teams for faster resolution. Gain real-time visibility into the health of customers’ products and services to proactively detect problems and prevent issues entirely
Empower your customers on a self-service portal that initiates automated solutions for common requests. Complete requests and get answers in a conversational format with a chatbot, find answers using external knowledge content, and get visibility into real-time data of purchased products and services.
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Enable reporting and dashboards for agents to prioritize work and monitor performance against SLAs driven by customer contracts and entitlements. Provide executives with analytics and trends to inform business decisions on offering costs, areas of growth, and profitability of services.
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Prevent downtime by monitoring the health of customers’ assets to automatically trigger workflows to schedule maintenance, dispatch technicians, and permanently resolve issues with root cause identification and corrective actions.
Engage customers across multi-channels and deliver proactive customer service, while reduce service costs. Monitor recurring patterns to streamline operational process. Bolster cross-team collaboration by automating service processes that boost agent productivity with guided resolution and detailed customer data. Route work to the best agent based on skills, availability, and workload, and track contracts and entitlements
Explore the incredible experiences we've created for ServiceNow customers across the globe.
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