ServiceNow Customer Service Management

Customer service that reaches beyond the service desk

ServiceNow's Customer Service Management product is pitched as more than a customer relationship system. Its purpose is to connect the customer service function with the rest of the organization, so that a complex issue can be taken from start to finish even when several departments hold part of the answer. The company says the aim is to raise customer satisfaction while reducing cost.

Spotting trends before customers complain

The product monitors trends in the products and services a customer uses, so that problems can be found and fixed before they produce a flood of contacts. Common customer requests are handled through automation, which the company says frees agents for harder cases and improves the experience for customers and agents alike.

Low code and hyperautomation

ServiceNow describes its approach as hyperautomation, which combines automation with low-code tools that let organizations build apps faster. Its platform is intended to let more people create apps, with fewer specialist developers and less complex tooling, across the enterprise.

Industries the product is built for

The product is aimed at large organizations across sectors. Sector pages cover life sciences and healthcare, plus the telecommunications, media and technology sectors. The company also offers a value acceleration service, called ServiceNow Impact, which helps customers plan their route to a digital transformation.

Part of a wider AI platform

Customer Service Management sits within the ServiceNow AI Platform, alongside IT service management, field service management, security operations and asset management. The site describes autonomous AI agents that carry out workflows with business context and permissions, and an AI control tower for governing AI across an enterprise. A customer can start with one module and add others as its needs grow.

Support for the people doing the work

ServiceNow says the product also aims to improve the experience of support staff, not only of customers. Employees can get answers, guidance and fast resolution of issues through digital channels, and the company says its tools allow more creators to build apps with less complexity. The result, in its words, is a superior work experience for the people who serve customers.