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
It’s a thrill to be one of the 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
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.
In November 2017, 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
With 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
ServiceNow is 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.
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.
Learn more about ServiceNow Customer Service Management .