The exact type of information in a customer service management system varies somewhat depending on the type of services the business offers. These systems should provide a complete record of ...

Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

Customer service centers, whether a shipping group dealing with consumers or an IT organization working with corporate employees, has a lot of information to manage. Technology has been improving over ...

LAS VEGAS--(BUSINESS WIRE)--KNOWLEDGE16 – ServiceNow (NYSE: NOW), the enterprise cloud company, today unveiled a new application that connects departments, systems and workflows to transform the way ...

When the coronavirus pandemic hit in March, little did New Zealand-based Kiwibank realise that it would accelerate the bank's plans to overhaul its customer service management (CSM). The company ...

ORLANDO, Fla.--(BUSINESS WIRE)--KNOWLEDGE17 – ServiceNow (NYSE: NOW), today announced ServiceNow Communities, a major new application in its Customer Service Management solution. More than ever, ...

Imagine a caller saying to an agent: “Do you work for the company or are you one of those outsourced customer service people?” Then the caller adds, “Because employees give the right answers but, the ...

Many brands miss their business goals, not because they have a poor product or their marketing strategy is weak. They miss their goals because they don’t prioritize customer service. And the main ...

With over 60,000 stores around the world, 7-Eleven has a huge task in serving its customers. It has redefined its processes using the ServiceNow platform to do just that. 7-Eleven prides itself on its ...

We are at a tipping point in customer service as more companies are turning to AI in the form of robotic process automation, chatbots, and other technologies to scale efficiently and provide an ...