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

Automate customer operations processes across departments With ServiceNow, you can speed the flow of work across the organization, streamlining service delivery while reducing time to resolution. Service operations teams can leverage AI-driven process optimization to identify and remove bottlenecks from key business transactions like order capture or fulfillment. Customer service agents can detect and resolve incidents before they impact the customer by proactively tracking services and identifying the root cause of problems. Capabilities include: • Process Optimization – visualize process • Performance Analytics –unlock insights to execution, identify bottlenecks to maximize anticipate trends, prioritize and drive service ServiceNow helped process efficiencies improvements us with more than • Proactive Customer Service – monitor • Continual Improvement Management – optimizing our your customers’ products and services initiate and track improvements across your toidentify and proactively entire project lifecycle and empower customer service fix issues customers and agents tomanage tasks processes. They • Playbooks for Customer Service – • Case Types – create and configurethe drive manage case flows across teamsby different types of customer service cases helped us digitizing and automatingservice processes your organization needs business change. Eyal Lubin, VP Cloud Operations, Empower agents with real-time intelligence and productivity tools NICE Ltd. Enable agentsto solve cases quickly and with empathy from a single, configurable workspace with contextual guidance built-in. Managers can optimizeagent performance and operations to drive productivity and allocate resources efficiently. With ServiceNow, customer service leaders can oversee majorissuesaffecting multiple customers by groupingthem all under a single case so only those who areimpacted are notified. CSM offers innovative features that enhance agent performance, including: 2 • Case & Chat Summarization – synthesize • Guided Decisions –dynamically guide customer interactions or complex cases with agents to resolve cases withcontextual next Now Assist to speed agent understanding best action recommendations 70% and support • Advanced Work Assignment– Decrease in inquiry • Workforce Optimization – manage channels, automatically route work to the best agent resolution times schedules, performance, based oncriteria or an affinity to the case and skills from one workspace • Configurable Workspace– easily configure • Predictive Intelligence – usemachine and extend the agent workspace for learning to identify sentiment, route increased productivity and faster case issues, recommend solutions, andidentify resolution self-service and case trends Harness the power of the whole organization to serve the customer With one platform, one architecture, and one data model, ServiceNow brings people, processes, and data into one system of action. By breaking cases into discrete tasks and connecting any system where people do their work, ServiceNow CSM enables a single process flow across functions. This allows the front, middle, and back office to come together to solve a customer’s issue quickly and with full transparency. With differentiated features like playbooks, process optimization, intelligent workflows, and a single configuration management database, service operations can use a highly efficient task model within ServiceNow CSM to accelerate the flow of work. Organizations can curate frictionless issue resolutions, reduce errors, gain actionable insights, and increase customer loyalty, driving operational excellence and delivering superior experiences. ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow . For more information, visit: www.servicenow.com. See ServiceNow CSM in action at: https://www.servicenow.com/lpdem/demonow-customer-service-management.html 1,2 Now Assist capabilities are available with Customer Service Management Professional and Enterprise Plus packages. 2 © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN-CSM-Overview-02012024 servicenow.com