ServiceNow CSM: leading customer service management solution according to Forrester Wave™: Customer Service Solutions, Q1 2024
Independent research firm Forrester Consulting has recognized the ServiceNow solution CSM as a Leader in customer service. ServiceNow’s Customer Service Management is purpose-built to help organizations automate and accelerate every stage of the customer lifecycle, from initial contact to issue resolution.
In the Forrester Wave™: Customer Service Solutions, Q1 2024, analysts highlight ServiceNow’s focus on “solution-oriented customer service” and “continuous improvement of customer experience and costs”. The solution on ServiceNow’s AI-based platform enables companies in all industries to accelerate, automate and improve every aspect of the customer lifecycle and orchestrate solutions quickly and transparently.
ServiceNow CSM: leading customer service management solution with innovative functions
As an awarded leader in customer service, ServiceNow CSM offers companies customer service features such as:
- Now Assist for CSM: Now Assist uses generative AI (GenAI) for natural, conversational Q&A sessions that simplify customer service through intelligent self-service and seamless routing to live agents when needed.
- CSM by ServiceNow: CSM from ServiceNow promotes cross-departmental synergies, improves service delivery and reduces costs through proactive problem-solving, automation of tasks and AI-driven analysis and optimization of processes.
- Virtual Agent and Engagement Messenger: Provides embedded, contextualized self-service on websites and mobile apps.
- Unified Agent Workspace: Provides customer service agents with real-time information and intelligent guidance to enable fast, empathetic customer interaction and issue resolution.
- Single platform orchestration: Enables control of the entire customer lifecycle from a single platform with turnkey integrations.
ROI analysis of ServiceNow CSM — free report
Companies that work with ServiceNow Customer Service Management form the basis for long-term customer loyalty and cost-efficient customer service. Forrester Consulting has analyzed the ROI of ServiceNow CSM. Download the free report now and find out more about the potential return on investment (ROI) of the ServiceNow CSM solution and the measurable impact on customer service operations in companies!
FROX is an expert in service management and a Premier Partner of ServiceNow in Switzerland. In 2024, FROX was honoured as ServiceNow Partner of the Year in the category Service Provider. We advise and support companies in their search for an efficient service management solution to optimise customer service workflows, increase customer satisfaction and save operating costs..
