The COVID-19 pandemic has reminded me and many others of the importance of customer service. Today, customer service management is a 24/7 business.
ServiceNow’s Now Support portal already allows our customers and partners to manage their instances, upgrades, and users from one central location.
We recently upgraded our public Now Support portal by providing easy access to the right content and making logins easier with the help of our Virtual Agent chatbot. Today we’ve taken a further leap by launching the Now Support mobile app. Customers can now obtain post-sales support via a dedicated mobile app. Previously, customers could only obtain support via web browser, often via laptop/desktop. This new app will make work, work better for our customers.
Built on the Now Platform®, the Now Support mobile experience is a personalized app that provides ServiceNow administrators with easy access to most of the resources available via our portal offering. This new mobile experience is designed for use on the go. Customers can track issues, create cases, access helpful content, receive notifications, and obtain instant fulfilment via our automation store–anywhere, anytime.
Increasingly, people work anytime, anywhere, at home and outside traditional office environments. As a result, customers need more flexible support. This shift has accelerated enterprise mobile adoption. According to ServiceNow’s recent Mobile Usage survey, 90% of companies already provide apps to employees, with more than one quarter of workers using the apps to request help or ask a question.
Resolve issues on the go
Our users often have many responsibilities, ranging from ServiceNow admin work to development, operations and other IT tasks. As a result, customer admins face a heavy volume of both requests and information. This can impact their ability to capture key details and avoid mistakes.
With the Now Support mobile app, ServiceNow admins can consume, manage and track critical information, such as common requests and critical cases, on the go. Work can now be distributed anytime, anywhere, away from traditional office environments and desktop settings.
Customer admins and technical support professionals who are responsible for monitoring and maintaining the health of their companies’ ServiceNow workflows are often assigned to “on call” duty, where they must be available around the clock–sometimes for up to a week at a time. The Now Support mobile experience eliminates the anxiety and burden of feeling tethered to a desk, offering customers access to critical capabilities from the palm of their hand, including:
- Real-time notifications;
- Ability to move critical cases forward as needed;
- Change management;
- Access to the Now Support library of knowledge; and
- A consistent and continuous experience across touchpoints and channels.
The Now Support mobile app is just one of the ways we are focused on making work, work better for our customers. This week, we’re also introducing a fully revamped Customer Success Center to provide even more ways to learn and harness the power of the Now Platform. The new, persona-based Customer Success Center will offer customers one place to learn, share and achieve their goals. It features expanded search capabilities, in-depth knowledge documents and a dedicated repository of Customer Success webinars.
By deploying our own Customer Service Management (CSM) solution, we’ve achieved a step change in customer support here at ServiceNow. Thanks to the Now Platform®, we can tap into other ServiceNow applications and capabilities that enable us to scale as we grow. Now Platform features such as the Now Support mobile app and Virtual Agent deliver better self-service experiences for our customers. They also improve the case fulfilment experience for our technical support engineers.
Our customers and employees have responded positively to the improved self-service experience. Fewer than 10% of issues are reported to us via phone. More than 83% of all customer cases are submitted online via the Now Support portal.
Here at ServiceNow, we believe we are our own best use case. Our enhanced Now Support portfolio is a key step in our own digital transformation journey. We continue to expand use of our own products internally, with a mission of maintaining or exceeding our 9.2 CSAT score for Customer Support.
Quality support is a necessity for ServiceNow customers. That’s why we are committed to providing our users with alternative ways to access the support they need, when they need it.
The new Now Support mobile app is available now for download to all customers via iOS and Android.
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