ServiceNow Customer Service Management (CSM) is a comprehensive SaaS solution designed to elevate customer service operations while managing costs effectively. It leverages AI and automation to streamline processes, improve issue resolution, and enhance the overall customer experience. CSM runs on the Now Platform, providing a unified system for enterprise-wide automation and integration.

Key Features

AI-Powered Assistance Utilizes generative AI to improve customer experience and boost agent productivity

• Now Assist for CSM provides AI-driven insights and recommendations
• Virtual Agent offers intelligent chatbot capabilities for quick issue resolution

Omnichannel Support Enables seamless customer interactions across multiple channels

• Supports phone, messaging, chat, web, email, in-person, and social media
• Engagement Messenger embeds self-service experiences in third-party websites

Workforce Optimization Enhances team management and performance tracking

• Provides real-time visibility into agent scheduling and performance
• Offers tools for effective workforce management and skill development

Benefits

Improved Customer Experience Delivers frictionless and personalized service interactions

• Self-service options across multiple channels reduce customer effort
• AI-powered solutions provide quick and accurate responses

Enhanced Operational Efficiency Streamlines workflows and boosts productivity

• Automation of routine tasks allows agents to focus on complex issues
• Process Mining identifies and eliminates bottlenecks in service processes

Cost Control Manages expenses while scaling customer service operations

• Self-service deflection reduces call volume and associated costs
• AI and automation optimize resource allocation and improve first-contact resolution rates