Customer Service Innovation Strategies with ServiceNow | Kanini

Customers’ buying decisions in the current hyper-connected world are driven by the information they’re obtaining from various online sources such as websites, blogs, videos, discussion forums, and social networks. By the time they enter the buying funnel, they already know what they want and how much they want to pay for it. And, it does not stop there. After buying a product or a service, customers use those same platforms to share their feedback, on public forums, mentioning the brands that satisfy or disappoint them. Hence, enterprises need to be careful about what they deliver to their customers and how they make them feel. However, enterprises are facing certain challenges in delivering an effective customer experience. Let us take a look at some major challenges:

1. Incoherent, disconnected business systems

In the current digital era, every enterprise must have employed several tools, technologies, and processes, in their journey towards digital transformation, that may not be working in sync. As a result, it gives rise to data silos that negatively affect customer service efforts. Customers might not receive what they are looking for. Moreover, incoherent business processes make it challenging to pinpoint the origin of an issue.

2. Manual, time-consuming processes

If the manpower, especially customer service representatives, is caught up with several laborious and manual processes, they are left with little time to actually focus on their end goal – to deliver a great customer experience. Moreover, manual processes are also prone to errors as they involve human intervention. They also lack operational transparency which is necessary to gain customer trust and confidence.

3. Not-in-sync multiple engagement channels

Customers do not use just one channel when interacting with a company. They may first write an email, and if it goes unanswered or if it is not giving enough or relevant info, they may give a call to the customer service center or chat with somebody on the website. This means that the service requests are coming from multiple engagement channels. If these channels are not in sync, customers would receive inconsistent info across multiple channels, resulting in bad customer experiences.

Drive Customer Service Innovation – Why & How

Digital transformation has drastically redefined both customer expectations and the way businesses deliver customer service. Today’s customers are facing unprecedented challenges due to which they have new and increased expectations for service delivery. Enterprises now realize that they cannot sustain and succeed without upgrading their customer service game with real-time connectivity and engagement practices. Hence, there’s a dire need for adopting new approaches and technologies for customer service innovation. Customer support teams are relying on IT to streamline and automate responses to customers’ needs and offer innovative personalized services. Here are the top 5 strategies to deliver innovative customer service:

1

Deliver personalized, omnichannel customer experiences

Embrace omnichannel customer service that integrates both inbound and outbound communications across all channels such as text, email, social, and phone/mobile to deliver seamless customer experiences. It helps enterprises bring personalized interactions and contextual engagement into play that offers a unified and consistent brand experience throughout the entire customer journey.
2

Integrate workflows across departments, breaking silos

Workflow integration across tools, systems, and processes enables smooth customer data flow throughout various departments of the organization. It helps enterprises analyze and understand customer behavior over all channels and deliver customized experiences at every touchpoint.
3

Accelerate customer service with intelligent process automation

Customer service teams deal with an enormous amount of data. Leveraging intelligent automation enables customer support teams to sort the data quickly and route the issue to the appropriate department or to the right expert therein and find the solution. With this, the customer service team will be able to make informed decisions and resolve issues faster than ever.
4

Enhance customer support operations with a reliable platform

The accuracy of an enterprise’s customer service can make or break its reputation. Customers who don’t receive the support/info they need at the right time are very likely to move on to another brand/company. Every enterprise today needs a reliable, securely connected, and scalable customer service platform that can run customer support operations efficiently and handle a number of requests smoothly and quickly.
5

Adopt data analytics and AI capabilities to assess and predict customer behavior

The huge amount of data that gets collected at various stages of the customer journey is the lifeblood of enterprises. With data analytics and Artificial Intelligence (AI), such data can be analyzed to predict customer behavior concerning various products and services. This helps enterprises offer the right products and services to their customers. Furthermore, businesses can identify the origin of issues, inform customers, and advise resolutions even before they occur.

The Way Forward

Moving forward, enterprises need to adopt new methods and technologies to digitally transform their customer services. This will not only help them shape continuing conversations with consumers but also stand out among competitors. The focus should be on evolving entire service operations to respond to fluctuating consumer behavior.

How can you improve your customer service operations? Adopting a robust end-to-end customer service platform like ServiceNow CSM is essential. ServiceNow CSM is a robust end-to-end customer service platform that goes beyond conventional customer service solutions. You can delight your consumers with preemptive service from problem escalation to resolution. It automates service requests and integrates the request resolution process across numerous channels like a chatbot, mobile app, voice assistant, site portal, and more. This allows wider scope for consumers to engage through their preferred channel for issue resolution.

If you are looking for an efficient ServiceNow platform implementation, you can trust Kanini Software Solutions. We have years of proven experience and expertise in helping enterprises drive customer service innovation with ServiceNow. Simply write to us at transformations@kanini.com and we will help you with everything.

Author

Sridevi Prekke

Sridevi leads Content Strategy at KANINI and brings over a decade of experience in Marketing & Corporate Communications in the IT/Software industry. She was recognized as one of the “Most Influential Content Marketing Professionals” by the World Marketing Congress & CMO Asia for 2018.

Author

Sridevi Prekke

Sridevi leads Content Strategy at KANINI and brings over a decade of experience in Marketing & Corporate Communications in the IT/Software industry. She was recognized as one of the “Most Influential Content Marketing Professionals” by the World Marketing Congress & CMO Asia for 2018.

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