01. Dave Stephens, ServiceNow, Visits #theCUBE!. (00:31)
02. Where Did All The Customer Service Aspect Come From. (00:46)
03. Is The Problem The Agent Being On The Ticket Treadmill. (03:28)
04. What Are A Couple Of The Big Problems With Customer Service. (04:09)
05. What Is The Difference Between Automation And Self Service. (06:47)
06. How Are You Seeing Teams Incorporate Social Media. (08:36)
07. How Does Service Now Affect Reactive Versus Proactive Customer Service. (10:35)
08. How Would An Organization Take On A Collection Of Main Problems. (12:20)
09. When Using Automation Are Interdepedencies Important. (14:13)
10. Where Are You Today With The New Capabilities. (15:35)
11. Service Now Is A Perfect For Shared Service. (17:50)
12. Are You Helping IT Get Rid Of Stuff. (19:09)
13. Are You're Touching All Systems Of Engagement. (23:17)
https://siliconangle.com/2016/05/18/bringing-customer-service-into-the-digital-age-with-service-management-know16/
--- ---
Bringing customer service into the digital age with service management | #Know16
by Nelson Williams | May 18, 2016
For most people, customer service is more a horror than help. Everyone has stories of waiting on hold forever, getting the runaround, or playing phone tag. On the other side, working in customer support is a journey through a dismal nightmare realm of helplessness and desperation. At no point does this situation benefit a business or the customer. A solution to this state of affairs could revolutionize customer-focused business.
To gain some insight on solutions to the customer service problem, Dave Vellante (@dvellante) and Jeff Frick (@JeffFrick), cohosts of theCUBE, from the SiliconANGLE Media team, joined Dave Stephens, VP and GM at ServiceNow, Inc., during the ServiceNow Knowledge16 conference.
The state of customer service
“It’s all personal,” Stephens said. “People are infuriated by poor customer service all the time.” He explained how businesses are leaving billions on the table because of poor customer service. After a bad experience, customers go elsewhere. The systems companies use, he said, are part of the problem.
The customer service agent is not empowered, he continued, the service is super slow. In the digital economy, that’s not OK. A company might have a number of customer service systems that don’t talk to each other. They need to bring these systems together under a common platform.
Automation and going proactive
For most enterprises, Stephens said, deflection is the name of the game. They do not want the customer to call in. An automated system can solve this, allowing customers to do what they need to do through an online interface, and then they’re done with it. Service management, he said, means being able to diagnose and fix the reasons why customers would be calling in the first place.
Is customer service, Stephens said, on an island in an enterprise? “Do they feel the full weight of customer issues on their shoulders?” he asked. The service management approach, he said, is to connect departments together through the enterprise so they can collaborate on solving these customer problems and drive continual service improvement.
@theCUBE @ServiceNow #ServiceNow #Know16 #Knowledge16 #theCUBE @SiliconANGLE theCUBE
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Dave Stephens, ServiceNow | ServiceNow Knowledge16
01. Dave Stephens, ServiceNow, Visits #theCUBE!. (00:31)
02. Where Did All The Customer Service Aspect Come From. (00:46)
03. Is The Problem The Agent Being On The Ticket Treadmill. (03:28)
04. What Are A Couple Of The Big Problems With Customer Service. (04:09)
05. What Is The Difference Between Automation And Self Service. (06:47)
06. How Are You Seeing Teams Incorporate Social Media. (08:36)
07. How Does Service Now Affect Reactive Versus Proactive Customer Service. (10:35)
08. How Would An Organization Take On A Collection Of Main Problems. (12:20)
09. When Using Automation Are Interdepedencies Important. (14:13)
10. Where Are You Today With The New Capabilities. (15:35)
11. Service Now Is A Perfect For Shared Service. (17:50)
12. Are You Helping IT Get Rid Of Stuff. (19:09)
13. Are You're Touching All Systems Of Engagement. (23:17)
https://siliconangle.com/2016/05/18/bringing-customer-service-into-the-digital-age-with-service-management-know16/
--- ---
Bringing customer service into the digital age with service management | #Know16
by Nelson Williams | May 18, 2016
For most people, customer service is more a horror than help. Everyone has stories of waiting on hold forever, getting the runaround, or playing phone tag. On the other side, working in customer support is a journey through a dismal nightmare realm of helplessness and desperation. At no point does this situation benefit a business or the customer. A solution to this state of affairs could revolutionize customer-focused business.
To gain some insight on solutions to the customer service problem, Dave Vellante (@dvellante) and Jeff Frick (@JeffFrick), cohosts of theCUBE, from the SiliconANGLE Media team, joined Dave Stephens, VP and GM at ServiceNow, Inc., during the ServiceNow Knowledge16 conference.
The state of customer service
“It’s all personal,” Stephens said. “People are infuriated by poor customer service all the time.” He explained how businesses are leaving billions on the table because of poor customer service. After a bad experience, customers go elsewhere. The systems companies use, he said, are part of the problem.
The customer service agent is not empowered, he continued, the service is super slow. In the digital economy, that’s not OK. A company might have a number of customer service systems that don’t talk to each other. They need to bring these systems together under a common platform.
Automation and going proactive
For most enterprises, Stephens said, deflection is the name of the game. They do not want the customer to call in. An automated system can solve this, allowing customers to do what they need to do through an online interface, and then they’re done with it. Service management, he said, means being able to diagnose and fix the reasons why customers would be calling in the first place.
Is customer service, Stephens said, on an island in an enterprise? “Do they feel the full weight of customer issues on their shoulders?” he asked. The service management approach, he said, is to connect departments together through the enterprise so they can collaborate on solving these customer problems and drive continual service improvement.
@theCUBE @ServiceNow #ServiceNow #Know16 #Knowledge16 #theCUBE @SiliconANGLE theCUBE
