Why Would You Use ServiceNow For Customer Service?


Joe Schmitt, Solutions Consultant at Aeritae, shares seven reasons why you should consider using ServiceNow’s Customer Service Solution. 

Many people think of ServiceNow as a software company that leads the industry in IT Service Management software. It’s great for tracking IT problems, incidents, and changes, but it’s just not the tool for customer service.  At least that’s what I thought when I moved from corporate IT into consulting. I will admit that I was skeptical about the ability of a relative newcomer to provide value in an established space like customer service.

However, as I have worked with the tool, I have come to see the phenomenal value that ServiceNow’s Customer Service Management application provides over traditional solutions. Below I’ve shared seven reasons why you should consider using ServiceNow’s Customer Service Solution.

1.) ServiceNow is not tied to your phone system

As a voice manager and phone systems sales rep, I was constantly unimpressed with the expense and complexity of customer service systems provided by voice vendors. While these platforms often had some cool technical features, they fundamentally missed the mark by putting the phone system, and not ultimate resolution of the customer’s problem, at the center of the experience.

2.) ServiceNow lets your customers engage you in a way that works best for them.

Many customer service systems are still stuck in the dark ages of putting agents on phones to help customers. Some progressive solutions leverage call queue return where customers leave their phone number and an agent returns their call in the order that it was received. ServiceNow lets customers engage with you via phone, email, chat, social media, and mobile right out of the box. Unlike voice-centric solutions, these features are not add-ons or afterthoughts. They are built into the product from the ground up.

3.) ServiceNow improves resolution times and decreases support costs through integrated self-service.

In 2018, customers want to be able to do a quick web search and find the solution to their problem. In many cases, the organizational knowledge that customers could use to solve a problem is held internally. At best, it is often held in an online knowledge forum or message board that is completely disconnected from the customer service platform. Information is often stale and customer issues can be loosely monitored by agents who swivel-chair between “the real” customer service system and the online solution. ServiceNow gives your customers the opportunity to search knowledge articles, engage with a community of peers and experts through forums, or open a support case through the same web portal.

4.) Customer Service Management from ServiceNow is an enterprise-wide tool.

Have you ever had an issue that couldn’t be solved with a single call? Perhaps you had to call back and explain your situation all over again to someone else. Worse yet, the person who called you back didn’t seem to have any record of your issue. Perhaps she or he was working off an email from the person who took your first call. ServiceNow’s Customer Service Management solution not only provides a cloud-based platform for tiered support teams to drive issue resolution, but it also correlates information about a customer’s supported assets, support contracts, and entitlements in the same place. Account teams are able to easily review cases. A formal process for escalating cases and accounts is also provided out of the box.

5.) Proactively keeps customers happy.

Imagine contacting support to report an issue only to find out that the supplier is already aware of it and they can provide you an ETA for a fix. Better yet, imagine receiving an email that notifies you of a pending problem and the steps the organization is doing to remedy it. Because of the connected nature accounts, assets, support teams, and problem records, it is easy to identify and resolve customer issues before they call you.

6.) With ServiceNow, a single platform connects the data.

When I was a voice manager, one of our big projects was the rationalization of all of our contact center applications. We had no less than 50 different instances of customer service applications – most of which had standalone databases. The “spaghetti pile” of technical and data dependencies was mind-boggling. We constantly struggled to keep up with patches and releases. Because every groups had their own special data and reporting needs, the project stalled time and again. One of the beautiful things about ServiceNow’s solution is that because the databases are self-contained within the platform, it is easy to customize and also easy to report across the enterprise. Version control and patching are greatly simplified.

7.) ServiceNow makes management easy.

I remember one particular phone-based platform being especially hard to administer. Every time call routing needed to change, our internal partners in the contact centers would have to open a service request and have it routed to my team. Eventually, a voice engineer would pick it up and work through about 20 steps of software configuration to change things. It was expensive and time-consuming for everyone involved. ServiceNow greatly simplifies administration and case routing by keeping everything in the system. Agent schedules, skills, case load, assets, products, and workload can easily be tweaked by managers and leads to create the optimal experience for the customer.



Aeritae Consulting