Elevating Customer Service with ServiceNow: Strategies for Success
Delivering exceptional customer service has become a crucial differentiator for businesses operating in an increasingly competitive marketplace. Customers now demand swift, personalised, and frictionless experiences across all touchpoints, and organisations that fail to adapt risk losing ground to more customer-focused rivals. ServiceNow offers a robust platform for enhancing customer service and fostering loyal, satisfied customers. In this post, we'll explore proven strategies for leveraging ServiceNow to optimise your customer service operations, improve the user experience, and drive continuous improvement. Whether you're an experienced ServiceNow user or just getting started, these tips will help you elevate your customer service to new heights.
Strategy 1: Create a User-Friendly Customer Portal
One of the most effective ways to elevate customer service with ServiceNow is by creating a user-friendly customer portal. A well-designed portal empowers customers to find answers, submit requests, and track progress independently, reducing the burden on your service team and improving customer satisfaction.
To create a customer portal that genuinely meets your users' needs, start by gathering feedback from your customers and service team. What types of information and functionality do customers want to access? What pain points do they experience with the current service process?
Next, use ServiceNow's Portal Designer to create a clean, intuitive interface that guides customers to the resources they need. Make sure to include features such as:
A searchable knowledge base with articles, FAQs, and tutorials
A service catalogue with clear descriptions and request forms
A user profile section with order history, service status, and communication preferences
A feedback and support channel for customers to reach out for additional help
Strategy 2: Automate Common Service Requests
Another powerful strategy for elevating customer service with ServiceNow is automating common service requests. By identifying the most frequent and straightforward requests your team receives, you can create automated workflows that handle these requests with minimal human intervention, freeing up your service agents to focus on more complex and high-value interactions.
To get started with automation, analyse your service data to identify the top candidates for automation. These might include requests such as:
Password resets and account unlocks
Order status inquiries and updates
Appointment scheduling and reminders
Product returns and exchanges
Using ServiceNow's Flow Designer, create custom workflows that guide customers through the request process, collect necessary information, and trigger automatic actions based on predefined rules. For example, you might create a workflow that automatically routes a product return request to the appropriate team member based on the product category and reason for return.
As you implement automation, be sure to monitor performance and gather feedback from customers and service agents. Continuously refine your automated workflows to ensure they are delivering the desired results and providing a seamless user experience.
Strategy 3: Leverage Analytics to Measure and Improve Service Quality
Finally, to truly elevate customer service with ServiceNow, it's essential to leverage the platform's powerful analytics capabilities. By tracking key performance indicators (KPIs) and gathering insights from service data, you can identify areas for improvement, optimise your processes, and demonstrate the value of your customer service efforts to stakeholders.
Some key metrics to track in ServiceNow include:
Average response and resolution times
First contact resolution rate
Customer satisfaction scores (CSAT)
Net Promoter Score (NPS)
Service request volume and trends
Use ServiceNow's Performance Analytics to create customised reports and dashboards that provide real-time visibility into these metrics. Share these insights with your service team and leadership to foster a data-driven culture and drive continuous improvement.
In addition to tracking metrics, use ServiceNow's survey and feedback tools to gather qualitative insights from customers. Analyse this feedback to identify common themes, pain points, and opportunities for innovation. Use these insights to inform your service strategy and prioritise initiatives that will have the greatest impact on customer satisfaction and loyalty.
By implementing these three strategies – creating a user-friendly customer portal, automating common service requests, and leveraging analytics to measure and improve service quality – you can elevate your customer service operations with ServiceNow. With a commitment to continuous improvement and a focus on the customer experience, you'll be well-positioned to build lasting relationships and drive business success.