ServiceNow Customer Service Management allows IT to manage cases, customers, contracts, products, and administration through a self‑service portal using chat, email, the phone, and on-call scheduling. Customer Service Management makes it easy to navigate cases, contacts, and events and automatically route them to the appropriate resolution group. Built-in Knowledge Bases provide helpful information about broadband routers, conferencing, IT, monitoring, security and device management, and other IT topics.
ServiceNow Customer Service Management provides:
- A self-service portal
- Case and customer management
- Service contracts
- Product management
- Knowledge Bases
Bright Pattern Contact Center integration with ServiceNow brings experts or knowledge workers into customer conversations, in context, to resolve service inquiries faster. Omnichannel communications for ServiceNow allows your contact center to assist with problem resolution or service request fulfillment. ServiceNow users can recognize customers, record and distribute the interactions to analysts, capture customer satisfaction with post-transactional surveys, and assess analyst performance through an extensive set of reports.