Today, all businesses seek to optimise the customer journey; customer-centric enterprises and institutions are making significant progress in their digital transformation efforts. They are putting in place new, more sophisticated technology to aid in the creation of seamless, Omni-channel encounters that result in better, more pleasant consumer experiences with the support of custom software development services that can be tailored to suit the business requirements.
Customers may reach out to live agents when they cannot find the solution to their question through self-service channels, thanks to virtual agents and chatbots, which are an essential element of this technological mix. Customers should be able to communicate with both a virtual agent and a live agent in the same encounter, and the experience should be consistent across all channels.
Multitasking is every day among agents who are managing many chat chats at once. As a result, agents might feel overloaded and upset. They may also find it challenging to keep track of the context of each interaction while obtaining the information needed to address a customer’s query. For best service, virtual agents and chatbots are needed by businesses to improve the consumer and agent experience.
ServiceNow’s strategy to improve the customer journey and agent productivity
The customer journey is essential in providing excellent customer service. Offering exceptional customer service is no longer just a ‘good to have’ badge. It is increasingly becoming the primary differentiator between business success and failure. ServiceNow Services believes that solving the problem fast is the best remedy
regardless of where it happens.
Leveraging ServiceNow Custom Software Development to Improve the Customer Journey and Agent Productivity
Table of Contents
1. AI-based Conversational Autopilot
Conversation Agents can temporarily switch a live chat session to ServiceNow Virtual Agent, an AI-powered conversational chatbot, using Autopilot. Agents can use Conversation Autopilot to transfer control of a discussion to delegate and transfer particular duties that are better handled by the client directly. The Agent may then view all of the customer’s communications while monitoring the whole chatbot engagement. If the Agent feels compelled to intervene and assist the consumer once more, they may quickly reclaim control of the discussion by turning off Autopilot.
2. Natural Language Processing Ability
Virtual Agent’s natural language processing (NLP) can analyse and interpret user input in automated chats, which helps the consumer. Conversation Autopilot can also collect required data consistently that can be understood to guide operations. This enhances input speed, response consistency, and follow-on automation even more.
3. Connect Between Teams to Boost Efficiency
Customer requests can be forwarded and coordinated between the front and back offices. Intelligent mapping of customer queries to the designated department and assigning the cases to the best employee to ensure all customers get the best response for their business queries.
4. Address Customer Issues Proactively
Customers will be notified if there are any issues with the services. To boost automation and efficiency, analyze process patterns to fix issues sooner. It helps transform the processes and provide staff with the tools they need to respond to client requests quickly and effectively. Connect the entire organization to solve problems.
Companies can enhance customer and agent experience by simplifying interactions and improving efficiency using Conversation Autopilot. Customers may take charge and accomplish simple tasks quickly, effectively, and discreetly, increasing employee and customer satisfaction and ensuring a friction-free customer experience for the staff.
5. Data Analytics and Gaining Customer Insights
The ServiceNow platform makes managing and analyzing company KPIs simple. Customer inquiries and query records can be kept to track where customers and brands engage the most. Customer segmentation can provide data-driven insights, and analytics may assist company executives in making data-driven decisions.
6. Integration with Customer Relationship Management (CRM) Tools
Business tools and third-party Customer Relationship Management systems can be combined with call tracking services (CRM) tools like 3CLogic, Adobe, AMC Technology, etc. The CRM solutions use a dashboard-based approach to data visualization and provide you with a complete picture of your marketing performance.
7. Optimize Field Service
Some businesses require field service to reach a particular geographical location for serving the customer. ServiceNow helps organize and manage location-based work safely and effectively. Schedule the proper people and equipment to accomplish work on the first visit, and solve problems using real-time IoT data before they become a problem.
Conclusion
ServiceNow Services helps businesses with custom software services to aid their requirements. ServiceNow is now working on further developments for 2022 that will analyze customer data and visualize sentiment. It will allow service providers to examine client data more comprehensively and meaningfully. Organizations that flourish in the future will be those who show their consumers that they care. You need to connect with people and systems to offer the seamless experience that customers expect. After all, customers demand speed, convenience, and competent and polite support.
