Now on Now: Achieving a 9.1 CSAT by delivering an integrated customer support experience
You want to deliver convenient, responsive customer service—so do we at ServiceNow. By focusing on constantly innovating to resolve issues faster, today only 7% of our customers contact technical support via the telephone; the rest of our cases are submitted online.
This shift to digital was carefully planned, based on a customer-centric strategy that combined service management technology with a strong self-service design. Now, our customers get the information and assistance they need when they need it, while our support engineers provide the highest quality support possible.
Watch this Now on Now webinar and hear how we empowered our team to provide an effortless customer service experience. You’ll learn:
- Our customer support strategy, including how an integrated Now Platform® approach can speed up case resolution
- How machine learning, mobile, and other emerging digital technologies are improving support engineer productivity and customer self-service
- Best practices for how we matured the end-to-end customer support experience and reduced our time to relief by 50%, while seeing a 20% increase in case volume year-to-year
Hosted by Luke Morris, Director of Customer Service Management, and Andrew Papparides, Head of Support Strategy.