As your business grows, your team needs to grow in order to meet the needs of your customers. And, while some growing pains are to be expected, there are a number of things you can do to grow your organization with confidence while keeping your customers happy (after all, it’s easier to keep a customer than find a new one).
The Need to Empower Your Team
Customers grow frustrated quickly when they can’t speak with an employee who can actually make things happen. Front-line employees need to be able to make decisions. They need better visibility into customer data and status to able to make informed decisions.
Giving agents the ability to make decisions without continually running things up the flagpole makes them happier, makes customers happier, and frees up management to focus on more important tasks.
How ServiceNow’s Customer Service Management Solution is Making Waves
One technology that many organizations can benefit from is a customer service management (CSM) tool. Because customer service should be a team effort, a good CSM connects all members of your team on one platform.
One such solution is the ServiceNow Customer Service Management (CSM) application. Although, a relatively new arm of ServiceNow (released on May 18, 2016), as the global giant keeps increasing its portfolio to include more and more business verticals, ServiceNow is already gaining market share from its competitors.
If you have any doubts about the benefits of employing a CSM program within your organization, look at some of these eye-opening numbers from companies that have adopted leading provider ServiceNow’s CSM technology:
- Tideworks Technology simplified a key process across 15 different departments.
- St. Luke’s University Health Network saved over $4 million on a single enterprise rollout project.
- Worldpay achieved 111 percent ROI when moving from traditional to in-platform analytics and sees an average annual benefit of over $125,000.
Making Customers’ Lives Easier
Despite conventional wisdom, customer service doesn’t necessarily need to be “over-the-top.” It just needs to be simple. According to the Harvard Business Review, in a study of 75,000 people who had interacted with a company via phone, chat, or voice prompts, the most important factor for customers is the reduction of customer effort; they want simple solutions and they want them quickly.
Long response times and making customers jump through hoops just to speak with your customer support representative is not going to keep them around. In fact, 54 percent of millennials said they stopped doing business with a company because of poor customer service; 50 percent of GenXers and 52 percent of baby boomers felt the same way. And with customers having more options than ever before, your best bet is to keep them satisfied.
ServiceNow’s CSM solution can empower you too to improve your customers experience by changing the paradigm through workflow automation. The ServiceNow System of Action includes:
- Self Service Portals
- Knowledge Management
- Chat
- Predictive Analysis
You want the best for your customers, so give your employees the best tools to support them with. ProV, a ServiceNow Bronze partner, can help put ServiceNow CSM to work for you, your team, and your customers. To learn more about our services, drop a comment below or contact us today.
