Wherever they are on their journey to digital transformation, customers want simple and hassle-free access to expertise and resources. ServiceNow Impact ™, a new service solution for Now Platform® value acceleration, is designed to provide exactly that.
ServiceNow Impact impacts all aspects of how we work with our customers to accelerate results and build their expertise. We spoke with Dean Robison, senior vice president of customer support and product success at ServiceNow, to learn how Impact affects the customer service and support experience — the first line of defense for customers who seek help with their issues.
As head of service and customer support, how do you view ServiceNow Impact?
ServiceNow Impact is changing the way we deliver our services, even in support. Our new multitier packages help customers decide what level of support they need to digitally convert and accelerate their return on their investments in ServiceNow.
Usually, customer support comes first in line to resolve customer questions and issues after self-service. Impact integrates customer support into a unified ecosystem of experts, services, prescribed content, and technology aligned to help customers reach their results. Instead of working with the previously typically reactive support loop, we are now part of an active customer experience aimed at accelerating value and boosting return on investment (ROI).
What are you excited about Impact?
Impact offers many new capabilities for our customers, especially those who rely on ServiceNow for important parts of their business. One of the most exciting new capabilities is the deployment of a squad, a ServiceNow team formally assigned to assist customers with product adoption.
A squad is cross-functional, with a support account manager, customer success manager, and platform and success architect. By combining different skill sets, we can deliver a more connected, seamless experience that emphasizes timeliness rather than reactiveness. Customers should more easily get value from their investments. Additional experts can be brought in upon request.
The squads are reliable and can answer many of our customers ’questions. The emphasis on proactive action should result in fewer low-priority cases for our key technical support engineers (TSEs). They can focus on urgent, disturbing issues that require expert knowledge, leading to a better overall customer experience.
Another benefit is that the tiered approach allows us to change faster. We can apply different levels of resources and targeted knowledge sharing experiences and personalized service offerings for the right customers at the right time. We can measure more effectively when our efforts are proportional to a level of Impact and to customer needs.
In what other ways will the customer support experience change?
Different service models come out in many ways. First, the self-service experience will be richer. Customers want to get answers to their questions without talking to a support engineer. We want to provide answers quickly and across multiple channels, whether mobile, portal, or chatbot. Think of self-service as the ability of customers to pump their own gas versus waiting in line for an attendant to do so.
Customers who pay a premium will see a faster response to cases, as well as proactive recommendations from their squad. If they have an issue or challenging question, they will get answers right away. We want to help them innovate faster by quickly removing any blockers they may find when developing on our platform.
Non-critical applications can take advantage of a great self-service experience, including knowledge articles, training materials, and community forums. They won’t feel deprived but they will rely on technology to quickly get the answers they need.
We still want to offer exceptional self-service experience for common, easily resolved issues and support engineers for challenging, unique cases. Our overall response will improve on faster, wider distribution of knowledge.
What changes will customers see?
A big change is our Virtual Agent as the main agent for self-service. The chatbot is a communication platform where customers can ask questions, seek answers, and even open and track cases. Machine learning allows the Virtual Agent to learn from its interactions and become smarter with each interaction. Customers enrolled in our core support package will rely on the Virtual Agent as their primary vehicle for support.
Over time, you should see the Virtual Agent handle more personalized conversations, such as the ability to request help for your particular environment. The Virtual Agent can process and close requests without human participation, such as IP addresses and end -of -life requests. Expect to see many new chatbot features this year.
Will the role of the serviceNow technical support engineer change?
ServiceNow Impact is designed to deliver a total ownership experience for customers and a great working experience for TSEs.
Enhancements to proactive squad support, self-service capabilities, and knowledge sharing using Knowledge-Centered Services (KCS®) and ServiceNow Knowledge Management should give TSEs more time and energy to identify and address. the emerging issues around the world. Recommended solutions can be quickly shared in the service catalog, knowledge base, and community.
We strive to provide the best training and content to our TSEs so they can answer questions quickly and efficiently. For example, TSEs use a guided decision workflow to capture the most urgent case for their skill set, reducing ambiguity as to which case is next in line. As case types change, teams will be given the right level of talent and capacity to handle issues.
What technology is your service delivery based on?
This initiative is a clear example of our commitment to Now on Now in using our own platform to deliver our services. Underlying ServiceNow Impact is the power of the Now Platform, providing expert guidance and actionable insights into a personalized digital experience. Our TSEs manage cases using Customer Service Management and Predictive Intelligence. We drink our own champagne.
Learn more about how ServiceNow uses its own products.
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