1. 4 Customer Service 1 Effortless Connected Proactive Mobile-ready
Imagine the possibilities
Increase customer satisfaction by solving issues faster
Discover how you can deliver effortless, connected, and proactive customer service
ServiceNow® Customer Service Management (CSM) goes beyond traditional customer service solutions to serve your customers—consumer or business—faster and more effectively than before. It offers effortless service to customers through automation, connects customer service to other parts of the organization, and makes the delivery of proactive service possible.   
Effortless
Connected
Proactive
For customers and agents
Service as a team sport
Detect issues before
customers call
Automate common requests with out‑of‑the‑box self‑service. Direct front‑end requests to back‑end systems to complete the work.
Fix—and even prevent—issues by connecting customer service to other departments for faster resolution. Route work from customer service to field service, engineering, operations, finance, or legal.
Identify trends, send preemptive customer communications, and align contracts with customer product or service performance.
Virtual Agent
Agent Intelligence
Performance Analytics
Engage with customers using a conversational chatbot to solve issues faster.
Accelerate case assignment
to shorten response times, increase customer satisfaction, and reduce agent manual work.
Add additional CSM-specific measurements.
Mobile-ready
for quick and convenient communication 4 1
Solutions to maximize customer service excellence
Service-centric platform
Shared cloud
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