It’s more than likely that a significant subset of your customers are "digital natives", i.e. brought up with some sort of a screen being a key part of their lives. Providing customer service to this segment requires a different game plan. They are more likely to find an answer on google or research on online forums than pick up the phone or log a ticket. They do so, because those traditional channels are slow to respond and are impersonal.
ServiceNow Customer Service Communities provides an engagement platform, where users can ask their questions, collaborate with other users and get quick responses from experts. It allows Community managers to easily convert unanswered questions to cases and harvest formal Knowledge out of solved answers. Along with Knowledge and Service Catalog, Communities is an essential component of your Self-Service strategy.
Post your Questions on the Community! [ Ссылка ]
In this session we will cover
- Why Communities is important for your organization
- Learn about the capabilities of the Product
- Understand how ServiceNow itself has leveraged CSM Communities
- Learn from practitioners about rollout/Implementation best practices
Featured Speakers:
Sarup Paul is the Director of Inbound Product Management responsible for Knowledge Management, Communities, Self-Service Portals. He has 13+ years of experience in this domain as a practitioner, implementer and consultant.
Arnfinn Austefjord is Director, Product Strategy and Outbound Product Management for Knowledge Management, Communities, Self-Service Portals. He has spent 15+ years at Sun Microsystems and Oracle leading their Self Service, Knowledge, and Community programs
