Many ServiceNow customers have had success managing product and order issues for their Business-to-Business (B2B) customers. But supporting end-users is a different paradigm, requiring innovative use of the ServiceNow platform, integrating multiple external technologies, and implementing different business best-practices. Since Business-to-Consumer (B2C) is just different from B2B, it requires a new way of thinking and using the ServiceNow platform for Customer Service Management (CSM).
Chatbot support - Chatbot is the 24x7 front-door to the enterprise, featuring multi-language support and a Natural Language Processing capability
OmniChannel - Meeting the customers wherever they are with an OmniChannel approach: monitoring social channels, in-bound email, digital call centers, IVR, mobile apps. etc.
Digital Call Center - Digital Call Centers based on cloud technologies are allowing support engineers to live and work anywhere they can access the cloud
All-SaaS Architecture - When a customer calls, the agent knows them – their recent transaction history, loyalty status, existing CSM cases, etc., putting them int he best position to assist them
Next Generation Customer Service Management and customer support requires extensive knowledge of all related processes. We can help you with:
- Integrated SaaS Call center technologies from AWS, Twillio, and 3CLogic
- Call-in and call-back support with all relevant case data
- Fully integrated to the ServiceNow Advanced Work Assignments channels to optimize agent assignments by skills and availability
Learn more about B2C Customer Service Management and get started today!
Linium was named the ServiceNow Americas IT Workflow Partner of the Year by ServiceNow for delivering outstanding value in digital transformation, innovation, and customer success. Learn how Linium can help you elevate employee experiences and reshape the future of customer engagement.
Unnecessary steps in the process significantly hinder customer satisfaction and lower the probabilities of a repeat customer. In our vlog, discover how you can enable ServiceNow Customer Service Management for the B2C space.
Contact us at 518.689.3100 or fill out this form and we will contact you.