Customers

ServiceNow Customer Service Management Customer expectations are higher today than ever before. Organizations strive to deploy talent and harness technology so that every interaction drives customer loyalty. The Llloyds Banking Group challenge of balancing investments in elevating experiences with enterprise-wide cost automated more than reduction mandates persists. Service operations seek to minimize obstacles for customers to 91% of their batch self-address issues with ease on their own schedule. They aim to provide cross-department payment exceptions in support teams with tools and insights to collaborate quickly and efficiently. And they want to empower agents to deliver personalized care with empathy. just 12 weeks. Deliver great customer service experiences while reducing costs ServiceNow® Customer Service Management (CSM) enhances every aspect of the customer lifecycle. CSM accelerates self-service resolution capabilities so customers can quickly resolve issues when they want and via their preferred engagement channel. It automates customer operations processes across the organization to facilitate frictionless collaboration among teams in provision of timely and tailored support. And CSM positions agents with real- time intelligence and productivity tools to deliver individualized service at scale. The end result? Increased customer satisfaction and reduced costs. ServiceNow Customer Service Management Benefits Optimize omnichannel Automate customer Empower agents with real- self-service and AI-driven issue operations processes across time intelligence and resolution departments productivity tools Optimize omnichannel self-service and AI-driven issue resolution With CSM, you can take customer self-service to the next level by automatically routing requests to the right team the first time, offering a personalized portal experience through which customers can take action, and allowing them to engage on their channels of choice. ServiceNow delivers powerful self-service capabilities, including: 1 • Virtual Agent –Guide customers with a • Engagement Messenger– embed richself- conversational chatbot supercharged by service across any web page with little to no Now Assist, our generative AI (GenAI) code to offer customers assistance at any technology, to detailed resolutions point in their journey • Messaging Service –expand omnichannel • Communities –connect customers and service by engagingcustomers through their employees with their peers to share ideas, reduced daily preferredmessaging channels experiences, and solutions or automatically ticket volumes by • Service Catalog –automate the routing of create and assign cases to agents for 41% by providing customer service requests to the correct unanswered questions team using simple forms and accelerated by • Service Portal – enable customers to self- proactive service out-of-the-box or bespoke workflows serve from a personalized portal integrated and fixing • Knowledge Management – provide instant with knowledge, service catalog, problems before access for customers and agents to step- communities, virtual agent, and customer- they occur. by-step guidance and solutions facing playbooks 1