Deliver effortless customer experiences with Customer Service Management

DEM1512-K22

## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] To be competitive in today's market, marketing efforts can no longer be based solely on product or price. Customers evaluate brands on the experiences they have and how easy it is to do business with them. You might have heard the saying it takes a village and that's the truth, even when it comes to providing exceptional customer service. By connecting people, process, and systems, you have a powerful system of action. Enabling companies across their front, middle, and back offices to deliver frictionless experiences for both customers and employees. With ServiceNow's customer service management, you'll have the right products and processes to improve the journey from end to end. We're going to highlight these features with Solana, which sells home and office security systems, and boxio to their business customer with branches across the country. Let's start with our customer Julie, a boxio. She's here on her business's portal where she can review their products, check out the support portal, and get updates on all her current orders. As she's browsing the portal, she gets a notification about some recent support tickets needing attention and this is powered by Engagement Messenger. Engagement Messenger allows you to create, configure, enable, and disable modules based on your customers' needs. You can include modules like those support reminders, special offers, access to the knowledge base, and even incorporate your field service offerings, but the reason Julie's on the portal today is she recently learned about the next generation of security camera Solana offers. She starts a chat with a live agent wanting to see if she can add these cameras to her recent order before stepping away for a meeting. When we transition to our agent's view, John, we can see that with his CSM configurable workspace, he's able to get a full view into Julie as a customer in her orders. He lets Julie know that she can still add to her order and waits for her response on quantity. When we switch back to Julie's portal, we can see that even though she left earlier, the chat that she initiated was not closed or canceled and there's a notification that John has responded. She lets him know that she wants to go ahead and add 100 cameras to her order. Similarly, when John returns from his break, he's notified of that ongoing chat from Julie. And this is great because it means he doesn't have to search for old chats. With Order Management for customer service, agents are able to get a more complete view into the order lifecycle. Agents are now empowered for the very first time to make changes to orders, addresses, and more. And they're able to make these changes right away, reducing the amount of time from initial order to final fulfillment. John drills down into the recent security order and clicks new to add the camera line item. With a few clicks, he easily adds the new security camera, its options, the order quantity and hit Save. These details are immediately reflected in the order details. And because the other routine work and common requests were already automated, John's time was freed up to help Julie with this more high value request. Now, as you might have noticed, we've got a brand new view for our service agent, which has been enhanced with our next experience. With the next experience, agents have everything they need in a modern accessible user interface. They start at their configurable workspace, showing their important daily case information. They can pin and unpin menus as needed, their favorites tab features pages that they access frequently, and their history tab allows agents to return to recently visited pages and workspaces quickly. Dark mode is another enhancement that we've brought into the next experience. John spends a lot of his day in the UI and dark mode helps reduce fatigue and eye strain. All of these features help make agents more effective. But as we know, things don't always go as planned. What happens when companies struggle to service customers? From onboarding new accounts to resolving complaints or processing claims, processes span disconnected teams and systems. This is where playbooks comes in. With playbooks for customer service management, organizations can automate complex customer service processes that span siloed teams and systems. It's a few weeks later and Julie has not received that recent order even though she was promised quick delivery. She calls in and is connected to a complaints agent. With the complaints playbook which is available out of the box, our agent is able to collect Julie's complaint details quickly. She has a focus layout providing her with a visual guide of the tasks required to resolve issues. Related records are dynamically populated with each executed step and the playbook automatically gives the entire company cross team visibility, meaning, agents can resolve cases faster and organizations can scale their customer service with demand. But service doesn't start and end when the customer reaches out, the best service can be proactive. Customer service and IT operations management or ITOM, together allow for proactive monitoring and notification before problems grow out of control. We can switch over to our network engineer, Amelia, who is logged into the operator workspace. Amelia notices that there's a problem with the video streaming event services. By diving into the product and the alert, Amelia is able to learn a little bit more about the issue and how many customers are impacted. She can click into the related alerts to see how many other services are affected. There seem to be quite a few, so Amelia is going to create a case describing the issue, adding some details, and saving it. This case is suggested as a major case. So when our manager is able to go in and review it, they're able to see all the relevant details and approve it as a major case which starts a workflow. The benefit of having a major case is that child cases can be added. So if a customer calls in with a related issue, the agent is able to attach it to this major case, meaning that the customer has access to and receives updates on the status. And that is a high level overview of how you can deliver frictionless end to end service with ServiceNow's customer service management. [MUSIC PLAYING]