The art of waiting is lost.
They call, you search, they wait and suddenly the connection has died.
How many call agents can resonate with the above? Today, customers are wanting immediate responses before they even pick up the telephone. They want to have access to answers without spending hours on the phone trying to get through to the right department.
As technology advances, integrating intelligent software that can proactively address, respond and forecast customer’s pain points is becoming a necessity to prolong business longevity.
According to Forrester’s Customer Experience report, 63% of consumers have stopped doing business with a brand due to poor customer service and 40% of consumers now prefer self-service over human contact.
Customers want what you want. They want questions answered and issues resolved quickly (and without jumping through hoops to get them). As customer loyalty becomes dependable on fast response times, integrating self-service facilities is fundamental to providing a positive customer experience.
And not only are they ready for the self-service era, customers actually prefer it!
‘84% of consumers want to use a self- service channel for customer service’ – Forrester
ServiceNow’s Customer Service Management (CSM) is radically transforming how businesses operate. Helping companies transition from misusing traditional CRM platforms to offering customers (and companies) a platform that is multi-functional and simplifies self-service.
Customers are provided with self-service options, including automated solutions to recurring requests, conversational answers from a chatbot, knowledgebase articles, and an online community of peers and experts. By offering the customer a choice of contact options through omni-channel engagement, ServiceNow’s CSM not only creates a better experience for your customers but lowers overall customer support costs.
Proven to slash customer resolution times by a whopping 70%, ServiceNow’s intelligent software offers businesses the capabilities to proactively respond, deliver and resolve at the first point of customer contact without the need for patience! It gives customers the power to source answers as and when they require it.
Ask yourself this:
How does your business deliver service to customers and;
Do you have a strategic platform that enables you to be successful?
Integrate technology today and make your business a brand your customer loves by tomorrow!