How can enhanced CX lead to better business?
Prioritizing CX requires consistency. From a customer’s initial interaction with support staff to the resources and frequently asked questions (FAQ) provided online, each touchpoint should be an authentic reflection of the organization – regardless of which agents or assets the customer reaches. Prioritizing a positive, cohesive experience can help cement repeat business and give an organization a critical competitive advantage.
Consistency is equally as important for empowering customer support staff. Each complaint should have a focused workflow that guides agents to a quick and painless resolution. Answers should be accessible and easy to find. Cross-departmental communication should be seamless and help agents respond to questions faster. Providing guided, automated templates for agents helps deliver a consistent, strategic experience for customers while reducing onboarding time and turnover for staff.
Nearly two-thirds of chief information officers say that enhancing the employee digital experience results in better CX.1
When paired with the right implementation support, ServiceNow CSM is primed to help organizations resolve complaints faster, strengthen customer relationships, increase operational visibility, and provide process enhancements that boost efficiency and improve CX overall.
