In a survey conducted by ServiceNow, it was revealed that over one-third of customers are prepared to switch brands after just one bad experience. In this modern era, customers are increasingly being placed at the center of business operations, as companies try to create digital and mobile-first experiences to retain customers.
In 2019, consumers are able to engage with consumers via a wide range of channels, such as mobile, websites, apps, chatbots, text and social media. Every customer demands an immediate response via their preferred communication method. Executives at Uber have been quoted as saying that even a 3 minute way is "too-long" for most Uber customers. Customers do not only want fast service, they want companies to remember their names, purchase history, and habits to further simplify the shopping experience. Can your company do all of that? This is impossible without the proper technology.
Your company needs to automate. It isn't easy to provide the best-personalized customer experience. To do it manually, you would need to collect data from various areas, like call center complaints and social interactions. You would then have to analyze the data for meaningful and actionable insights. It is precisely because of the difficulty of this process why enterprise solutions like Service Now exist. Service now can help to automate large parts of your service delivery with its feature set. Here are three ways that Service Now can help you to increase customer satisfaction.
1) Personalization
Customers today demand consistent personalized experiences across all channels. Sometimes personalization is not a perk, but a necessity. For example, a dietician creating diet plans for individuals cannot have a one-size-fits-all approach. This can be accomplished by creating a simple form that users can fill out before requesting a consultation. According to a survey by the Boston Consulting Group, creating a personalized customer experience generally helps companies increase revenue by 6-10%. ServiceNow’s AI-powered engine helps gather more personalized data and uses analytics to provide meaningful information via a dashboard.This, in turn, can lead to better personalization and ensure better customer satisfaction.
2) Mobility for Field Service Workers
A key component of field service companies is their ability to provide on-site support. Thus, they rely heavily on their field service workers' ability to solve issues. ServiceNow helps provide necessary information to field workers in real-time and automates scheduling based on the type of request, worker skills, etc. This helps improve first-time fix rates and further enhances the customer relationship.
3) Omni-channel Presence: No matter the industry, your customers expect you to be available on whatever channel they use most. This means you have to maintain an omni-channel presence to make sure that is possible. ServiceNow delivers a unique customer service system that delivers a seamless connection across mobile devices, web, e-mail, text, and social media.
Ready to reap the benefits of using ServiceNow to manage your customer experience? Ask for a FREE Consultation today!