ServiceNow nominates leader for Gartner Magic Quadrant sul CRM – CMI Magazine

Serve immediately Be nominated leader inside Gartner Magic Quadrant 2021 Committed to CRM Customer Engagement Center. The company received this recognition for the second year in a row due to its solution Customer Service Management.

Retrofit Customer Care This means checking the end-to-end customer experience, from initial promise to problem resolution. Traditionally, organizations have focused on the level of customer service participation, that is, how customers make inquiries through phone calls and chats and how agents perform.Provide a Customer Experience Center It also requires the automation of another key aspect of customer service, namely the satisfaction of requests, which involves the level of customer operations. ServiceNow provides a set of Unique ability Realized by digital workflow, connecting teams at each service level, from the back office to the middle office and the front office, to Simplify participation And solve the problem quickly, even before the customer realizes the problem exists.

“Speed, agility and efficiency are prerequisites for customer service in a modern environment“. He has announced John Ball, Senior Vice President and General Manager of Customer Workflow Products Serve immediately“With the Now platform, ServiceNow is able to provide complete solutions for customer participation and operations, aiming to improve end-to-end customer experience and increase operational efficiency in all industries.“.

Serve immediately Gartner’s recognition of its CSM product portfolio confirms the effectiveness of its approach, which aims to improve the customer experience through digital workflows.

ServiceNow continues to improve and develop its CSM products; the innovations we pointed out include:

• Workforce optimization, Provide clear visibility into performance, improve the efficiency of customer service operations, and provide managers with tools to manage their most important assets and personnel
• Process Optimization, Enable organizations to identify bottlenecks and inefficiencies, and implement automated and simplified workflows to improve the end-to-end customer experience

• CSM’s participating messenger, Provide contextual services and allow customers to embed self-service natively into any web application and be able to transition to human assistance.This feature enhances knowledge management, service catalogs, live chat, and virtual agents through a consumer-level experience