Transform Customer Experiences
at Every Touchpoint
Today’s customer service management teams face exponentially growing consumer expectations. Customers expect smooth, multi-channel, self-service customer service experiences and are ready to switch providers to get it. In addition, customer service teams are faced with growing pressure to minimize operational costs while still increasing customer satisfaction, and are frustrated by antiquated, manual, and inconsistent customer engagement processes that do not tackle the whole issue. This brings out a crucial need for Customer Service Management.
Customer Service Management (CSM) Solutions that Serviceberry offers goes way beyond conventional customer service approaches to deliver a stunning, full customer self-service experience and end-to-end capacity to achieve the desired service outcome. Meet SLAs and go beyond expectations with ServiceNow’s CSM.
What CSM helps you deliver
Employ ServiceNow’s Customer Service Management to enhance service operations and customer engagement with digital workflows. Additionally, enhance customer resolution by bringing front, middle, and back offices together. Automate common requests with proactively address issues.
Bolster Efficiency with Better Connection
With Customer Service Management Software you can save time, improve accuracy, and enhance workflow by automating front-office business processes. Streamline resolution and intelligently route tasks to the most productive teams and employees.
Faster Resolution to Customer Issues
Identify customer pain points and send instant notifications to customers. Utilize our Customer Service Management Software to automate processes for faster analysis of trends in workflow and generate quick fixes for customer issues.
Empower Service Delivery with Self-service
Using ServiceNow’s CSM Solutions implement intelligent AI-powered chatbots to provide automated resolutions to common customer requests and bolster the productivity of agents with an intelligent workspace.
What We Offer
Knowledge Management
Collect information from consumers and share it easily with service agents and managers
Self-Service
Create and manage a self-service portal for clients to easily help themselves with answers and solutions
Surveys
Analyse reviews from the clients using customer service questionnaires
Digital Task Board
Virtual task monitoring tool to assist agents
Automation Workflows
Automate processes with no-code rule-based workflows within ServiceNow’s CSM
Reports and Dashboards
Track of current trends in customer service related tasks across the enterprise
Agent Intelligence
ML-backed interpretations of case descriptions, categories, routing and prioritizing cases automatically, and cut related manual work
Virtual Agent
Create chatbots for self-service customer platforms to provide support with no human agent involved
Performance Analytics
Gain deep insights and forecast trends in the customer service department’s performance
Intelligent Routing
Routing cases and employment orders based on the skills, location and availability of agents or workers
Powerful Workflows. Better Case Management. See what else
ServiceNow CSM can do for you.
The Serviceberry CSM Solutions Edge
Ameliorate customer experience with smart case management and omnichannel engagement Quick solve problems with automatic detection and resolution of root causes Overcome internal support team “silos” with capabilities for real-time communication Increase customer retention with better customer insight Answer customer questions before they turn into a question Boost brand identity and consumer loyalty by finding and addressing issues before they cause problems
Explore Serviceberry's CSM Capabilities
Case Management
Proper management of interactions, SLA, outsource service, and model account relationships.
Agent Workspace
Take agent productivity to the next level with single view, multitasking, and in-depth resolution.
Omni Channel
Customer Central
Boost agent productivity by sharing internal and external customer data.
Self Service
Drive self-service from a well-integrated knowledge-driven portal, service catalogs, chatbots, and communities.
Virtual Agent
Boost consumer self-service experience with a chatbot powered by a well-driven conversational guide.
Knowledge Management
Provide immediate access to relevant knowledge for agents and customers.
Communities
Help employees to brainstorm and customers to get quicker resolutions by connecting them with their peers.
Field Service Management
Seamless management of workorders based on technician skills, availability, and inventory.
Proactive Customer Service Operations
Enhance customer experience by providing immediate resolutions. Monitor products and services to identify issues quickly and provide timely resolution.
Industry Data Models
Model households, business locations, accounts, contacts, and their relationships.
Customer Project Management
Bolster project management with one-stop view of the entire project lifecycle that empowers customers and agents to manage tasks efficiently.
CSM Mobile App
Enhance Customer Experience
Deliver remarkable customer experience by providing an effective in-person customer service experience.
Outsourced Customer Service
Frictionless management of work routing, onboarding and data access for outsourced providers.
Surveys
Analyze and measure surveys for a better understanding of the customer’s voice.
The time is ripe to meet the expectations of digital-first customers with modern CSM solutions.
Go the Extra Mile
ServiceNow’s CSM Solutions can give you a competitive edge in your CX transformation initiatives. Go the extra mile. Explore the areas that our CSM Solutions can help you enhance.
Omnichannel customer service
Provide modern experiences to digital-savvy customers through mobile phones, web portals and device compatibility.
Customized solutions
Extend the possibilities and power of Customer Service Management by enabling organizational teams to adopt CSM practices.
Automation
Use emerging technologies like AI and ML and chatbots to improve productivity and efficiency of your team by reducing manual work.