7 Ways ServiceNow Can Help You Create a Better Customer Experience 

7 Ways ServiceNow Can Help You Create a Better Customer Experience 

In today’s business landscape, creating exceptional customer experiences is no longer optional—it’s essential. Yet, the challenge lies in making these experiences effortless for customers without overburdening your teams, especially in high-demand sectors like customer care.

This article discusses ServiceNow’s transformative power in elevating your customer service game. We’ll explore how it seamlessly connects your customer service operations with other vital departments such as sales, marketing, and IT, resulting in a harmonized and frictionless customer journey.


Transformed Needs: The Experience Customers Are Looking For 

Customer satisfaction and loyalty hinge on minimizing the effort customers must exert when interacting with an organization. Additionally, the COVID-19 pandemic accelerated the recent shifts in customer expectations.

According to Gartner, customers subjected to high-effort interactions are a staggering 96 percent more likely to become disloyal compared to the 9 percent enjoying low-effort experiences with companies.¹

To ensure customers engage with you effortlessly, you face a pivotal choice—either double your team’s efforts or meet customers exactly where they are, through omnichannel engagement.

Both B2C and B2B customers are now looking for an omnichannel experience that’s personalized and compelling enough to attract and convince them to transact. In fact, up to 70 percent of consumers research and shop both online and in physical stores.

Since the COVID-19 pandemic hit, more than a third of Americans made the omnichannel experience a part of their usual shopping routines, and two-thirds of these people plan to continue this routine.² Younger buyers, especially, enthusiastically expect businesses to meet their needs through a seamless experience regardless of their location or channel of interaction.

Related Reading: What Ever Happened to Good Old Customer Service? 


What’s in ServiceNow’s Customer Service Management (CSM)? 

Looking to enhance your customers’ experience without overloading your team? Reshape your approach with ServiceNow.

ServiceNow is an advanced cloud-based platform that revolutionizes teamwork by automating repetitive tasks, boosting efficiency for you and your colleagues. It’s equipped with an array of tools that enhances your workflow support systems.

One standout feature is its Customer Service Management (CSM). It’s a powerful tool designed to streamline your customer-related operations. It expedites issue resolution, simplifies customer interactions, and fosters better collaboration between your teams and customers.

Related Reading: The Customer Service Conundrum: How Visible Should You Be? 


7 Advantages of ServiceNow for Customer Experience

You can create a better customer experience through ServiceNow. Here are the reasons why you should be using ServiceNow’s CSM.


1. Effective Case Management

CSM provides a centralized hub for overseeing customer cases. This centralization enables you to monitor, prioritize, and resolve issues with remarkable efficiency.

Imagine it as a control room for all customer inquiries. With everything in one place, you can easily see, prioritize, and swiftly resolve issues. It’s like having all your customer service tools neatly organized on a single, easy-to-use dashboard.


2. Self-Service Empowerment

CSM can help you lessen your team’s workload and improve the experience of customers by giving your customers access to a self-service portal. Imagine you work in IT support for a large manufacturing company. Your team often receives requests from employees who forget their computer passwords or need help setting up email accounts.

With its self-service portal, employees can reset their passwords or configure their email accounts independently. This reduces the number of routine IT support tickets, freeing up your team to focus on more complex technical issues.


3. Multi-Channel Support

CSM supports multiple communication channels. For example, in an engineering firm, clients and project stakeholders often have urgent inquiries or updates to project specifications. Some prefer traditional email communication, while others use mobile apps for instant messaging.

Its multi-channel support enables your engineering team to engage with clients through their preferred channels, providing a seamless and responsive client experience, whether through email or mobile communication.


4. Knowledge Base Access

Say you’re part of an IT support team in a large manufacturing company. Employees frequently encounter technical issues with their computers and software. With CSM’s knowledge base access, you’ve compiled a repository of troubleshooting guides, FAQs, and solutions to common IT problems.

When an engineer’s computer suddenly freezes on the shop floor, they can quickly access the knowledge base, find the relevant article, and resolve the issue without waiting for IT support. This not only reduces downtime but also empowers employees to solve problems independently, enhancing overall efficiency.


5. Data-Driven Improvement

CSM provides you with real-time analytics and reporting to help you identify trends and track key performance metrics. In a manufacturing setting, maintaining consistent product quality is crucial. Your quality control team uses CSM to track and report defects and issues encountered during production.

Its real-time analytics help identify trends in defect occurrences, enabling your team to pinpoint the root causes. For example, you notice defects tend to occur during a specific phase of the manufacturing process. Using this data, you make operational adjustments and implement process improvements, leading to fewer defects, reduced production costs, and higher product quality.


6. Seamlessly Workflow Connections

Think of ServiceNow as the ultimate bridge builder. It connects your IT team with your customers and other internal teams like clockwork. For example, when a production line experiences a technical glitch, it’s critical to resolve it swiftly.

With ServiceNow, your IT team is seamlessly connected to the production team. When an issue arises, an automated alert is sent to your IT team, detailing the problem’s nature and location on the factory floor. This instant connection ensures that your IT experts can address the issue quickly and minimize downtime and production disruptions.


7. Artificial Intelligence (AI) Integration for Smoother Operations

McKinsey surveyed customer care leaders and found that 61 percent of respondents are experiencing growth in total calls. 58 percent of them also expect that these calls will further increase. This means most customer service teams need to expand to cater to more calls. However, nearly half of the leaders surveyed said they experienced higher employee turnover.³

If your team is experiencing both these issues, harnessing ServiceNow’s CSM can help lighten the volume of customer cases by automating the resolution or providing smart self-service. This allows you to dedicate more time to resolving intricate issues and crafting impactful solutions.

Related Reading: Robots Can Never Replace People and Here’s Proof 


ServiceNow CSM Proficiency: What Do You Need? 

If you’re eager to unlock the full potential of CSM or ServiceNow in general, here’s a roadmap to navigate and manage this cloud-based powerhouse effectively:


Enroll in CSM Implementation Courses

If you want to learn about the CSM thoroughly, it’s advisable to take the required training to become a ServiceNow Certified Customer Service Management (CSM) Implementation Specialist.

This was designed for administrators who plan to administer and configure the CSM features. The course provides you with the knowledge and skills you need to implement and maintain the CSM to help with your team’s requirements.


Participate in the ServiceNow Community

Stay ahead of industry trends and platform updates by actively participating in the ServiceNow Community. You can engage with fellow innovators on platforms like Twitter, LinkedIn, and YouTube. Share insights and seek advice from experienced users to enrich your knowledge.

Getting in touch with people in the industry is a great way to add to your knowledge and expertise about CSM. This way also allows you to be updated on the latest trends and updates about the platform.


Collaborate with Other ServiceNow Experts

Collaborating with seasoned ServiceNow experts allows you to gain hands-on experience. Working alongside experts offers a practical learning experience and provides opportunities to understand the system better. You can seek guidance, assistance, and mentorship to improve your proficiency.


Experiment and Practice

Don’t hesitate to experiment with CSM features and functionalities. Practice using the platform to become more familiar with its capabilities. Technology and best practices evolve. That’s why it’s important to commit to continuous learning and improvement. Stay curious, explore new features, and adapt your strategies as needed.

Remember, mastering ServiceNow proficiency is an ongoing journey. The more you invest in learning and hands-on experience, the more adept you’ll become at optimizing customer service workflows.


Attract and retain more customers with ServiceNow.

ServiceNow emerges as a game-changer, enabling you to attract and retain customer loyalty effortlessly. It empowers you to meet customers on their preferred channels, thanks to its AI-enhanced capabilities.

Consider enrolling in training programs and pursuing relevant certifications to elevate your ServiceNow skills and foster smoother interactions with customers. By expanding your skill set, you can create a happier, more satisfied customer base while efficiently managing your workload.



Whether you’ve completed ServiceNow training programs, acquired certifications, or simply possess a passion for tech, manufacturing, or engineering, Davis Companies can help you reach out to the best employers in the industry.

Get in touch with us today to find your next best employment or to learn more about our recruitment services.



1 “What’s Your Customer Effort Score?” Gartner, 5 Nov. 2019, www.gartner.com/smarterwithgartner/unveiling-the-new-and-improved-customer-effort-score.

2 “What Is Omnichannel Marketing?” McKinsey & Company, 17 Aug. 2022, www.mckinsey.com/featured-insights/mckinsey-explainers/what-is-omnichannel-marketing.

3 “The State of Customer Care in 2022.” McKinsey & Company, 8 Jul. 2022, www.mckinsey.com/capabilities/operations/our-insights/the-state-of-customer-care-in-2022.

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