Last Friday evening while most
of America was tuned to the Olympics, Nicholas Roberts, director of
ServiceNow advanced support technologies, was in Las Vegas proudly
receiving a gold on behalf of ServiceNow!
And it wasn’t
just any gold—it was the Gold Stevie Award for Best Use of Technology in
Customer Service – Computer Industries .
The Stevie® Awards were created in 2002 and have become one of the
world’s most coveted prizes for sales, customer service, and call
center professionals worldwide.
It’s a thrill to be one of
fastest-growing enterprise software companies in the world
and I’ve written many times about how we’ve built one of the largest
enterprise cloud computing environments on the planet. This Stevie®
Award confirms that we’re also matching our massive growth with
world-class customer service.
In fact, our NPS (Net
Promoter Score) is notably higher than any of our industry
counterparts. And one of the primary reasons for that is our focus
on product innovation and our use of our own technology. Here’s a
look at a few of the new innovations we use on a daily basis to
deliver the best customer support experiences possible.
we announced ServiceNow Agent Intelligence , our machine
learning technology. Today, this powerful technology is used by our
customers to deliver stellar service, and by our own customer
support team, as well. Agent Intelligence uses machine learning
technology to automatically assign a category and assignment group
to a support case. This makes it much easier for customers to file a
case, while saving ServiceNow more than 300 hours of work each month
for customer service agents. It also reduces errors. As a result,
we’ve seen a rise in customer satisfaction due to faster resolution
Bypass The Hub
Bypass The Hub, once customers have a support case, they’re prompted
to enter their case number. This lets them skip the hub and get
directly in touch with the agent assigned to the case. If the agent
isn’t available, a caller has the option of leaving a voicemail or
speaking to someone in that same assignment group. The case number
is made available to the TSE who can click on it and have the
relevant information on screen prior to answering the call.
The customer service
management team also built a custom wallboard solution using
ServiceNow technology to help speed their response times. The
wallboards are refreshed every five seconds and show a variety of
case data, including agents and their current call status as well as
Priority 1 cases that are not currently assigned, so they can be
routed to an agent as quickly as possible.
honored to receive this Stevie Award for Best use of Technology in
Customer Service. It’s a testimony to the quality of our technology
and the caliber of our employees, and we’re committed to continue
our journey of innovation.
blog by our CIO, Chris Bedi, talks about how we use our own
technology to deliver great support experiences and achieve a
13-point increase in NPS and a 25% case deflection rate. And our
customers use these same solutions to provide industry-leading,
quality customer service.
To learn more about ServiceNow
Customer Service Management, visit servicenow.com/csm .