ServiceNow Retail Service Management is a comprehensive SaaS solution designed to connect headquarters, stores, and regional teams in the retail industry. It leverages AI-powered workflows to deliver consistent customer experiences across all channels while improving service operations across departments. The platform empowers retail organizations to automate essential processes, gain real-time insights, and optimize self-service capabilities, ultimately enhancing efficiency and customer satisfaction.

Key Features

Generative AI Enhances customer experience and boosts agent productivity

• Utilizes Now Assist for Customer Service Management
• Provides AI-driven guidance for faster issue resolution

Self-Service Portal Drives efficient customer self-service

• Integrates knowledge bases, service catalogs, and communities
• Incorporates chatbots for smart, conversational support

Workforce Optimization Improves team management and performance

• Offers real-time visibility into agent scheduling
• Provides tools for skill growth and performance tracking

Process Mining Streamlines operations and improves outcomes

• Optimizes process flows to enhance efficiency
• Uncovers trends and patterns using in-platform analytics

Omnichannel Support Delivers consistent customer experiences across channels

• Supports interactions via phone, messaging, chat, web, in-person, and social media
• Provides a seamless experience through personalized portals

Benefits

Enhanced Customer Experience Delivers personalized and efficient service

• Offers fast, AI-powered self-service options
• Provides consistent support across all channels

Improved Operational Efficiency Streamlines processes and boosts productivity

• Automates workflows across departments
• Empowers agents with real-time insights and AI-driven tools

Data-Driven Decision Making Enables smarter business choices

• Provides actionable insights through Performance Analytics
• Utilizes Predictive Intelligence for proactive issue management