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Company-wide customer service strategy reduces case volume, says ServiceNow GM
Who’s had a bad customer service experience? Everyone … and customer relationship management-based solutions can apply a quick fix, but often don’t get to the root of the problem, creating an endless loop where the customer keeps on calling again and again. ServiceNow Inc.’s Customer Service Management application looks to “close the loop” with end-to-end customer service that makes the entire company responsible for customer satisfaction, according to Abhijit Mitra (pictured), general manager of the customer service management business unit at ServiceNow Inc.
“Everybody in the company is responsible for customer service,” said Mitra, describing the philosophy behind ServiceNow’s customer service management solutions.
Mitra spoke with Dave Vellante (@dvellante) and Jeff Frick (@JeffFrick), co-hosts of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, earlier this year at the ServiceNow Knowledge17 event in Orlando, Florida. They talked about how ServiceNow is transforming customer service. (* Disclosure below.)
Since launching last year at Knowledge16, early adopters (known as Lightspeed Pioneers) of the CSM platform have had “unbelievable results,” according to Mitra, who quotes several success stories, including one use-case where the client saw a 70 percent reduction in case volume thanks to self-service and case deflection.
Seeing customer service as a team sport and involving the entire company fixes problems at the root. “When you complete the work, you complete it well. It’s done,” Mitra said.
Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of ServiceNow Knowledge17. (* Disclosure: ServiceNow Inc. sponsored this Knowledge17 segment on SiliconANGLE Media’s theCUBE. Neither ServiceNow nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
Photo: SiliconANGLE
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