ServiceNow News
113 items
The United States continues to grapple with COVID-19\. Remarkably, against a [resurgent cas...
Surviving in customer service: pandemic Black Friday edition (part 1)
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Almost a decade ago, Gartner made a bold prediction about the pervasiveness of chatbots in the year 2020\. They predicted that customers would "[manage 85% of their relationship ... without interac...
How a worldwide crisis turned 2020 into the year of the customer service chatbot
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The COVID-19 pandemic has thrown challenge after challenge at businesses. Yet at the same t...
Digital transformation makes every department part of customer service
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Ask anyone how long the COVID-19 pandemic has been affecting their daily life, and you'll likely rec...
Building customer service resilience during continued uncertainty
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Around the world, the COVID-19 pandemic continues to pose a threat. While some coun...
Delivering safe and optimized face-to-face customer interactions
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> That's no moon. It's a space station.
>
> Obi-Wan Kenobi, in Star Wars
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Don't stop at customer service when you can deliver customer experience improvements
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 When customers pick up the telephone or chat online to engage live with customer service, it's with an ...
Service operations: the critical piece to amazing customer service
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10 Now on Now Support Experience Demos from Know20 to Bookmark
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Pre-pandemic, hearing the term "customer contact center" would prob...
Are we witnessing the evolution or the demise of the customer contact center?
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The Paris release of the Now Platform® is now availa...
What's new in Customer Service Management and Knowledge Management in the Paris release
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Forrester Vice President and Principal Analyst Kate Leggett [blogged](https...
Digital-first or traditional customer service and digital transformation
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Despite worldwide lockdowns and varied attempts at a return to regular life, the pandemic shows [no s...
Three areas to improve for customer service work-from-home
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over 5 years
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When you hear the term "customer service," what comes to mind?
Yo...
Three big benefits of aligning customer service with middle and back office
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Though each day brings new hope, the pandemic continues to keep much of what was once "regular life" on hold. Society is not working, shopping, or traveling the same. Where this intersects with cus...
Proactive customer service drives greater retention, loyalty, and stories like these
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As concerns of further spreading the pandemic took hold, many companies quickly moved staff home. Despite ...
Automation: keeping the lights on in customer service
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With so much attention on COVID-19, it's understandable if the arrival of spring was missed. As the ...
Now's the time to perform some customer self-service spring cleaning
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"When will things return to normal?"
A check of [Google sea...
Digital workflows: the secret to keeping customer service viable during a pandemic
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almost 6 years
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[Journaling](https://en.wikipedia.org/wiki/Writing%5Ftherapy) (and the edgier [bullet journaling](https://ww...
Pandemic customer service journal: documenting lessons learned
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almost 6 years
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As the COVID-19 virus spread, federal, state, and local governments in th...
Time to measure and adjust: one month of pandemic-style customer service
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almost 6 years
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Social distancing. It's [one of the key actions](https://health.usnews.com/conditions/artic...
The customer service best practices emerging from the pandemic
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almost 6 years
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