Instant access to relevant knowledge helps resolve cases faster
ServiceNow is helping NICE to move to KCS methodologies, making it easier for NICE’s Global Service Operations organization to aggregate, search for, use, and rate knowledge. When a case is created, the most highly-rated knowledge articles are instantly accessible, simplifying identification and resolution of issues. NICE is also expanding its use of chat and mobile apps, so finding the right knowledge even easier. The result is faster case resolution and fewer customer support requests.
New customer self-service portal dramatically reduces support effort for agents and customers
A new ServiceNow self-service destination makes it far easier and faster for customers to find the information they need to resolve their issues by themselves. And when a customer does need support from an agent, it’s also easier for the customer to request services, create cases, and track issue resolution.
Customers now open 80% of cases using the customer portal. According to Eyal, “We went from 20% of cases created online to 65% in the first three months. Much less effort is now required to create and manage cases—for agents and for customers. It’s a huge jump forward from the previous system.”
ServiceNow makes it easy for NICE to continue driving customer service innovation
NICE finds ServiceNow Customer Service Management easy to extend. For example, the company has created its own executive-escalation service request capability, a customized service-to-support handover process, pop-up notes at the customer level, escalations to partners, and the ability to proactively open cases for customers, allowing NICE to start working on issues right away—sometimes even before the customer is aware.
ServiceNow helped us with more than optimizing our customer service processes,” says Eyal. “They helped us drive business change. Our internal support people are happier, our customers are happier, and we’re more agile and efficient in our ability to contribute to business objectives.”