Creating a single point of contact for customers to handle both Service and Support issues is a unique power of ServiceNow. As more consumer-facing businesses create customer portals and mobile apps, Customer Service needs to both be able to handle product or order issues, and resolve technical mobile-device app installs or browser-based portal problems.
How do you make product and order issue resolution, and app and webpage support in one place a reality?
Customer Service Portal – Allow Case creation and management for any type of issue a customer has – service OR support related
Smart Case Processing – Loaded with information from customer loyalty programs, vendor management data, and order information
Case to Incident Linking – If your customer has an issue with a webpage, report, or app (a problem caused by your IT) - link it immediately to an incident and start working on it
Case to Request Linking – Have a permissions or access issue that has caused a problem for your customer? Link that reporting case to a Request record and begin to get your customer on track immediately
Machine Learning Workflow - Mine all your data – structured, semi-structured, and unstructured to produce actionable knowledge articles to reduce support costs and enable Customer Service Management self-service
Implementing genuine Customer Service Management and customer support requires extensive knowledge of all related process. Linium can help you:
-Define Standard Service Management transactions as part of the customer service taxonomy of services in the service catalog
-Add the capability to link customer cases to Incident and Request
-Map the Service catalog taxonomy to assignment groups for resolution.
Learn more about Customer Service and Support 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.