Paris is one of the most beloved cities in the world and the iconic Eiffel Tower is one of the most well-known landmarks. And, so, it’s only fitting that ServiceNow’s Paris release would have some towering new customer service features. Let’s take a look at some of the romantic “spots”, or best features, of Paris.
Playbooks are a game-changer for Customer Service (pun intended!) Playbooks allow CSM Agents to follow guided stages with specific steps to help efficiently resolve case types. They’re composed using the brand-new Process Automation Designer allowing for easy design of your Customer Service playbook processes. Playbooks are like your tour guide for all the special spots around Paris.
#2 Self-Service Analytics
Ever wonder how tourists might be enjoying particular spots around Paris? Now with the Self-Service Analytics dashboard you can see how well catalog items are being utilized by your customers. You can also see how well Knowledge articles are helping your customers. The overall analytics of deflections helps you quickly analyze the effectiveness of your customer self-service.
#3 Customer Central
Just as you can see all of Paris from atop the Eiffel Tower, likewise with Customer Central you can see all around your customer cases. You can quickly view the recent cases for the customer as well as a breakdown of their cases by state. The customer’s escalated, P1, and breached SLA cases are readily viewable too.
#4 Auto Responders for Cases
Once a Case is created, an auto response in French is sent to the case contact — just kidding, it’s in English! Predictive Intelligence is used to analyze the new case and determine the best Knowledge Base articles that can help resolve the case.
#5 Walk-Up Experience for Customer Service
Similar to the walk-up welcome centers around Paris, Customer Service now has walk-up services. Customers can check in for support and watch their progress in the support queue. Customers can also schedule a walk-up appointment for convenient service that works with their schedules.
Et voilà that was a quick look at some of the great new romantic “spots” around the ServiceNow Paris release of Customer Service. To learn more about the Paris release, contact us at ServiceNow@Covestic.com.