Did you know that ‘acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one’? But how can businesses capitalise on customer service and should they be viewing it as a cost to the business or as a sales opportunity?
With an increasing demand for proactive channels, centralised communications and systems which can facilitate better engagement, companies are consistently pressured to respond, react and forecast ongoing issues in order to maintain customer retention.
By improving the services companies deliver, making it simpler and easier for customers to understand the status of progress, and staff to understand how to deliver those services, increases retention, allows marketing spend to focus on new clients, and enables a company to increase revenues.
ServiceNow Customer Service Management (CSM) goes beyond traditional customer service solutions to serve customers more effectively and cost-efficiently. It gives customers their choice of contact options with omni-channel engagement; automates simple requests, deliver solutions via a comprehensive knowledge base, and offers them with a mixed community of peers and experts.
Giving companies the ability to sustain customer relationships and boost productivity across the whole business, ServiceNow’s CSM radically increases customer satisfaction whilst reducing case volumes and costs by providing a service that is effortless, connected and proactive.
By bridging the gap between departments, ServiceNow’s CSM offers the opportunity to communicate between departments, predict and address customer’s issues, facilitate self-service options, and have visibility of operational activity. Cementing relationships at every hurdle and proactively responding to problems that may hinder future business.
By proactively identifying a pain point, assigning it to the relevant department and preventing the issue from reoccurring, ServiceNow’s CSM takes the approach to ‘permanently fix’ rather than just ‘resolve’.
For Unifii, it’s not just about solving a client’s dilemma but giving them a sustainable solution that can benefit them long-term – in this case, strengthening relationships through positive customer experiences. A feat shared by ServiceNow’s continuous forward-thinking technology.