ServiceNow Named a Leader in Customer Service Solutions by Independent Research Firm
20 March 2024 - 12:00AM
Business Wire
ServiceNow Customer Service Management (CSM)
recognized for uniquely focusing on “resolution-centric customer
service” with a vision to “continually improve CX and costs.”
ServiceNow (NYSE: NOW), the leading digital workflow company
making the world work better for everyone, has been named a Leader
in the Forrester Wave™: Customer Service Solutions, Q1 2024 for the
first time. This rating recognizes ServiceNow’s Customer Service
Management (CSM) solution.
According to the report, “Business and IT leaders understand the
economics of great customer service, and the vast majority of
enterprises invest in modern solutions.” It goes on to say,
“ServiceNow’s unique vision is to orchestrate customer workflows
that are not solely contained in the front office, measuring
results to continually improve CX and costs.”
“In today’s competitive market, organizations are looking to
enhance customer experiences and meet rising expectations for
simplicity and convenience while keeping costs down. To achieve
this, organizations need intelligent self-service and assisted
service solutions to effectively capture customer requests and
automate the work to fulfill those requests, which often spans
across the front, middle, and back-office,” said Michael Ramsey,
group vice president of customer workflow products at ServiceNow.
“What we believe sets us apart is ServiceNow's single Now
AI-powered platform, which operates on one data model and one
architecture. CSM functions as a cohesive, composable system of
action, linking people, systems, and data, allowing organizations
to deliver outstanding service from first contact to
resolution.”
ServiceNow CSM empowers organizations across industries to
accelerate, automate, and enhance every aspect of the customer
lifecycle, orchestrating resolutions quickly and transparently. CSM
is also the foundation for ServiceNow’s purpose-built solutions for
banking, insurance, telecom, media, technology, public sector,
healthcare, manufacturing, and retail.
Key capabilities:
- Now Assist for CSM leverages generative AI to power natural,
conversational Q&A for smart self-service and when escalated to
a live agent, summarizes chat conversations, case details, and
activity history, for fast responses and resolution.
- Streamline operations across departments, enhancing service
delivery while reducing costs through proactive issue resolution,
task automation, AI-driven process mining, and optimization.
- Virtual Agent and Engagement Messenger for embedded, contextual
self-service on web pages and mobile apps.
- Equip agents with real-time information and intelligent
guidance, enabling quick, empathetic customer engagement and issue
resolution from a unified agent workspace.
- Orchestrate the entire customer lifecycle on a single platform
with a rich ecosystem of partners and turnkey integrations.
Additional Information:
- Visit ServiceNow’s Customer Service Management page for more
information on the solutions.
- Read a complimentary copy of the Forrester Customer Service
Solutions Wave report.
About ServiceNow:
ServiceNow (NYSE: NOW) makes the world work better for everyone.
Our cloud-based platform and solutions help digitize and unify
organizations so that they can find smarter, faster, better ways to
make work flow. So employees and customers can be more connected,
more innovative, and more agile. And we can all create the future
we imagine. The world works with ServiceNowTM. For more
information, visit: www.servicenow.com.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
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version on businesswire.com: https://www.businesswire.com/news/home/20240319773702/en/
Madison DaValle 847-910-8344 press@servicenow.com
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