Empower Your Business with Customer Service Management Tools for Building Services

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starting all attendees are in listen-only mode Alcor is pleased to welcome you all to today's webinar Alcor is a global cloud advisory and implementation services company serving fortune 500 government agencies and other leading organizations in multiple industry verticals across the Americas Canada and India Alcor is a ServiceNow gold services and so silver sales partner we partner with leading technology companies including fireEye Microsoft Dell in kurta meal soft and big panda we advise leading businesses on cloud platforms architecture enterprise service management and integrating IT service delivery we also provide business process consulting to capture re-engineer and improve processes that can easily be automated to deliver real value the AL core consulting team has excellence in business strategy cloud technology and organizational change management our ongoing webinar series is designed to inform and lighten and start discussions within your own organizations if you require any additional information after listening to today's webinar please reach out to us through our website wwlp.com today's webinar is also on social media you can follow comment and get regular updates for today's webinar with the hashtag al khor webinar that's hashtag or a number sign al cor w eb i n AR we have time reserved at the end of the webinar for Q&A so please feel free to type any questions into the questions section today's webinar topic is discover new ways customer service can work at Lightspeed and Alcor demonstration of customer service management in ServiceNow presented by Shea Laughlin Shay is a senior solution consultant with Alcor solutions and has over 10 years of experience in IT operations and I tell additionally she has over six years of experience with ServiceNow as a former customer at Target and Best Buy at Best Buy Shay was responsible for the rollout support ongoing development and management of the ServiceNow operations team after Best Buy Shea transitioned to work for ServiceNow as a solution consultant supporting clients with various activities like product demonstrations technical questions and Road mapping I will now turn the webinar over to Shay thanks Jeff so today we're going to have a continuation of our customer service management series last webinar we briefly went over a high-level overview of what customer service management is here I have that up on the screen as well and today we're going to take a deeper dive into how customer service management can help you as an organization provide better customer service take a look at customer satisfaction scores and also better your processes to serve your customers in a lot of different ways we're going to talk about how we can do that via the portal also with case management so just as a refresher the CSM application enables you to provide service and support for your external customers through various communication channels which we're going to take a look at today such as web email chat telephone etc we can also offer a personalized self-service experience and with that you're able to take a look at various knowledge articles cases etc so that way you can go to that one portal to get the assistance that you need so the overall vision for customer service management once again high level is you want to make it easy for your customers to engage with you as a business or as an organization in order to reduce some of the overhead you may want to also enable one of a self-service model which could in turn reduce cases as well so for example through knowledge management maybe your customers can take a look at knowledge articles before creating that case so thus reducing that case volume additionally you may have the Internet of Things event management or other proactive measures to get events into your system so maybe you can get some insight as to what's occurring before your customers are impacted thus resolving the issue additionally you want to make it easy for the folks that are going to be working on these cases so maybe it's through mobile or the native UI as to how can I work on this how can I update that customer that client and then eventually at the end of the day we want to prevent future calls so in our last webinar we discussed how customer service management can tie into the ITSM our IT service management solution within ServiceNow so being able to create those various incidents problems and changes so with problem management we can identify that root cause and then through change management we can make that change to hopefully resolve the problem and stop those issues from happening again and just as a refresher here we're taking a look at the customer service management processes over on top of the IT service management processes so once again taking into account and being able to rely on those other areas of the platform to tie in and resolve those cases and then off to the left all of those different opportunities or different areas for your clients or customers to engage like I said we're just going to do a high-level overview and right now we're just going to dive right into the demo so from here we have a great example of what your portal could look like now today as you're watching this or if you're watching the replay online today is Valentine's Day so I went ahead and did a quick mock-up of what a portal could look like for maybe a flower shop so here we have Alcor flowers and it looks like today we're having some slowness or latency with processing our Valentine's Day orders as we can see by that notification or announcement at the top this is one of the new features that was introduced within the Kingston release of customer service management so now you can have these different banners at the top to notify your end-users or your customers okay something's going on and we're going to see we have a couple different examples here of how you might want to utilize this so today we're just alerting our customers that hey we deeply apologize what we're a bit behind on our processing and from here you can see that we have the same options as we did last time so we can register as a customer and once you register you might get additional options as to taking a look at your orders your order history etc and when we register once again this form can be configured but here we have a simple form to register as a new user so very similar to what you might see when you're registering for a Google account or something else or another online retailer so everything from your first name last name and to the ID that you'd want to use I'm not going to sign up today we're going to log in as another user later on but I just wanted to show that it can be a very simple form for you to sign up additionally you may want to utilize live chat and live chat is something that you can take advantage of whether you're an anonymous user or if you're also a logged in user this is a great way to utilize that so from here we can see that we have the forum now I happen to be in full screen so that's why I pop up is full screen but I just jumped out real quick so now we can see that as a pop-up window instead so here very similarly fill out the quick form and we can interact once again I'm going to show you chat in a little demo later on so as we go back to the home screen here once again as that user we can now take a look at what is it that I need assistance with maybe I want to check out the frequently asked questions how long does it take to get my order how long does it typically take the process how do I get a refund some examples there you may want to ask other customers so within the Kingston release of ServiceNow there's also the concept of communities so now you can start interacting with other individuals within the community you can start asking questions you can start taking a look at others other people's questions and answers so very similar to Stack Overflow or other forums such as Google where you can see the answers that you need you may have order issues so you may want to open up a case and down here at the bottom you're going to notice that I just copied this from the other portal thus we have some of the other items down here that are not flower related or Valentine's Day related but I still wanted to show that as well so maybe the most viewed knowledge articles recent discussion topics or popular support questions once again trying to deflect the creation of cases chat phone calls to your support team in order to help that end user or that customer resolve their issue before having to pick up the phone so now once again this is just an example of how you may want to change the branding but I'm going to switch to a different tab and now we're going to take a look at more of the IT related so once again here we see that we have an outage so utilizing that notification system to say hey maybe you don't want to create that case anyways but from the portal perspective I'm going to log in as George and now that I'm logged in as George you're going to notice I have a few options at the top here I also get some inclination as to okay I have some notifications so what's going on once again very similar to your normal service now experience I can take a look at the cases that are created for me or my company what assets are assigned to me and so forth but first I'm going to take a look at notifications here so one resolved case there's a current publication here and this happens to be release release notes with some links to other areas of the platform I can see that I have cases awaiting info so I need to get back to the customer support person so they can resolve my issue and from here I can go in and start providing that information and this might be the day in the life experience of some of your customers so you'll notice as soon as I provided an update here the details switched from a waiting info to back to in-flight and we can take a look at that again here as that other case went away and now we have this one here so case 7 3 2 let's open that up again and just to point out we can see a waiting info but as soon as I provide that update service now is going to kick that back to in progress you you so we'll do a quick verification and now we're back to in progress and as we're making these updates and changing the status of things we're going to notice that our notifications or decrementing so they're decreasing we first have for now we have to so once again service I was providing that single system of action for me to take a look at what's going on what information do the customer support people need for me but also I may need some assistance as well so if we jump back to the portal itself once again you may want to do that search of maybe for an order and from here we can take a look at creating a case for an order maybe configuring the router and so forth but you may have other items here that can pull up and this can pull from the knowledge article you can also have the concept of Service Catalog so requesting new things and via the Service Catalog well once again we're just going to go through the various areas here so knowledge management this is a great way to do some initial deflection of enabling your customers to help themselves so from a knowledge perspective we have various categories off to the left and depending on the nature of your business these categories will probably be different but it's an intuitive way for your customers to find the knowledge articles that reflect the issue that they may have so once again this is a little bit IT related but maybe I just got some new internet service how do I set up my broadband router so from here I can go step by step and the nature of the knowledge article is really really dependent upon how you want to configure it and by that I mean you could have just text that we have here you may want to embed some images or video as well so you can make this an interactive experience for your customers scrolling down we can get some additional options as well so as we scroll down to the bottom of the knowledge article we can say was this helpful was this not we can even add comments you you and all of these pieces of feedback that I'm providing labeling the knowledge stewards or the knowledge management team or the folks that manage this knowledge article the ability to take a look at the rankings if the feedback was helpful or not to then make changes so maybe the knowledge article should be retired and a new one should be created or maybe it's something as simple as just updating step 5 there's a lot of different options here so once again taking a look at knowledge management to help myself but maybe that didn't work I can always take a look at the community so maybe someone else is having the same issue than I am so from here I can take a look I can search for issues with broadband routers or setup before I do I'm going to scroll down and we're going to take a look at some of the ongoing issues so here we can see how do i remote desktop into a Windows machine on a Mac I've actually had that question before how do I test my VPN so I can take a look and I can see how many views there are how many replies so maybe I have a response to this I can type in my reply you I'm not going to be overly verbose today so we'll just put a quick answer there I can also subscribe to certain issues so you can see I'm subscribed here I can also unsubscribe so I can get email notifications or updates as this thread progresses we also have the option to upload or download say if things are helpful and you may have noticed on the home page here there was a a way for gamification so I can easily take a look at hey maybe I want to make a game out of this very similar to the ServiceNow community so the more things that you apply to the more times you have helpful answers the more points you get so let's take a look back at the homepage of the community here and we can see that leaderboard coincidentally I happen to be in the lead but I bet you very soon George will overtake me well once again this is a great way for your customers to take a look at some of the issues and recommendations it could be just about anything maybe it's tips and tricks as to how to do something you going back we can also get help so let's say the knowledge management part didn't help me so the knowledge articles I asked the community I still couldn't get the help that I needed so from here we may end up creating a case so very similar to incident management now I can start selecting what it is that I need assistance with I'm going to start with the product here so let's go ahead and say we're having issues with web analytics that's not tied to a specific asset per se but I can still choose the product we're going to our high priority and if I wanted to maybe I have an error message I could always attach an error message to this to help that support person out so right now I'm going to submit this and now we're going to have that brand new case up at the top here so it case 26 that can go directly to that just to see where we're at push this along maybe I'm a very disgruntled person and I want to get this resolved as soon as possible so now I can interact with the person that's going to be assigned to this or working on it to get some information we're step into this one a little bit later but now let's take a look at live chat so this is going to pop up in a window just like this because I'm in full-screen mode as always let's go ahead and fix that let's try a live chat again so now we have that modal window you can see that I have some previous closed conversations or previous issues and now I can start a new one let's go with router keeps rebooting and once again the nature of your business is going to dictate what your customers are going to be calling it about or chatting about so now I'm going to connect and we're going to see that we're waiting for the agent so right now George is just in this chat queue waiting we can see that the average wait time is about 57 seconds this is based upon the previous historical chat so right now I'm going to switch into a different window and we're going to take a look at this looks like from the person doing the work so right now I'm logged in as myself and I happen to be on the customer service management team so here I can either load it in through the connect queue itself or I could take a look at the chat within my normal view of ServiceNow so there's a couple ways to accept these various chats I'm going to do it through connect itself and from here I can start interacting with George - except I'm going to be the person taking this on and now George and myself can go back and forth as to what George needs assistance with in just a show we can see that here's my brand new chat that came through hi George how can I help you and now we can keep going about our merry way with this chat but there's a few things that we can take advantage of and there's some bells and whistles that may be able to provide you some better support for George you as you can see George has quite the conundrum so let's bounce back start helping George so as I'm in this window access to the knowledge base so maybe I have knowledge articles that could help me specific issue now I doubt I have anything for routers that are about to start on fire but I can go in here and take a look at some of these knowledge articles and here's that how to set up a broadband router maybe there's something useful here and any rate I now have access to knowledge that I can then help George with so I can scroll through this I can take a look if this is what George needs and you know maybe it is so a couple ways of doing this but I'm just going to go ahead and click and drag this over to the chat and now George is going to be able to see this so by flipping back George now has access to this knowledge article saying how to set up a broadband router so another way to share information via chat additionally as we jump back I'm going to hide our knowledge base here is I can still be helping George and you know what maybe I can't help him so by clicking on the hamburger icon there's a couple options one we can transfer this to another support analyst or technician so maybe one of my peers knows how to help a router that's almost going to catch on fire or I can create a case and that's what I'm going to do I want to create a brand new case and by doing so you're going to get that new case up off to the side here and we can start populating this so here since George is logged in we already know a little bit about him so this came in through chat George is part of the Box Co account so like I said we know a little bit about him we may want to tie this to a specific product or asset so let's take a look at this Akron one and you're going to notice that it pre-populated the product you may have an affected CI so once again utilizing the configuration management database and once again since we have that information we can load the dependency map for the CMDB so since we selected the specific CI now the scenario that we have is that the router is almost on fire well let's say it was having latency issues or there are some ups and downs what have you maybe it's not the router itself but maybe it's some underlying piece of infrastructure maybe it's a load balancer or something like that so now we can use the dependency map to have a more targeted approach of troubleshooting you can populate this in multiple ways but one of the most common ways is through ServiceNow discovery so building those relationships and so forth so jumping back we're now starting to build out this case so this might look good right about now I may want to add some additional notes what-have-you but I think we're good let's submit this now submitting this you're going to notice that we have that brand new case additionally George is going to see that on his side George is going to provide his update and we'll end the chapter so just a quick demo of some of the chat functionality and once again this was all started from that customer service portal so through the portal you can either create the case via the forum you can initiate a chat but giving your your customers a different way to communicate somebody just want to do chat while they're watching Netflix or maybe they're in the office and they're multitasking so a couple different ways jumping back we can see that this chat is now done but let's go into the record itself so let's go take a look at this specific case so maybe I was a little bit bothered that I wasn't able to help George I'm going to get some more screen real estate here so now as we're looking at this case once again we have that information this came in via chat we know George's account information and so forth but now I can start doing some more advanced troubleshooting on the top here you're going to see that we have this timeline so we can see George made a few comments we can see the last action as well and the time with the agents and with the customer so going through this some updates here you and as always I could add someone else to George you you and George is either going to get these via an email or if he's on the portal he'd see these via the portal as well all right so now I'm just continuing to work on this and we're going to see some of these updates transpire in the activity field here what's scrolling down we're going to see some of the previous history so some of that chat activity that we saw all of this is being tracked and managed scrolling down to the bottom we have some additional items so here since this is a priority three or resolution we have an SLA for five days but we could always change that so if I were to change this to a priority one we would cancel this SLA out or the service level agreement to get a new one so it's changes to a p2 let's find out what happens so first of all we're going to see that the activity that we changed that priority and then scrolling down we can see that our original SLA was cancelled and now that way we have a priority two we could always create some additional tasks so maybe I need some help from other team members I could create tasks for them to help out we can see some of the communications that are being sent down so George is getting some email saying okay we open this initial case for you we also added some additional comments additionally we can see some additional cases from George so maybe he's having chronic issues with his routers maybe he's had maybe he's called in about five routers that are about to catch fire and maybe we just need to ask the question of hey where your routers located is there any ventilation in the room that they're at that might help us out additionally let's say it's something that we need to fix internally I could always create a new incident or relate this to an incident on our IT Service Management side additionally maybe we don't know what the root cause is we can then create a brand new problem record you you and let's go ahead and create that right now and for me routers catching on fire is probably going to be a priority one issue let's assign that to our network to you so now that we're creating this once again this is all part of the customer service management case but we're relating it back to those I tell processes and from a customer perspective they really don't care that hey this is broken I just want to be up and running as soon as possible so scrolling down we can take a look and see that problem is now related so we now we have full traceability of what's going on here additionally you may have special handling notes as part of this case or this customer or this individual so thus saying what should I do if an urgent issue is reported what happens if it's a VIP account etc there's a lot of different things that I can take advantage of here but right now what I'm going to do is I'm going to work on this some more so we're going to assign this to me we're going to notice that that's getting populated we're also building out this timeline there's a couple things that I can do here another aspect of customer service management is you may want to interact with your users via telephone so a great example of this is utilizing the Twilio integration and the customer service management application we can have a soft phone within the platform so what I'm going to do is you're going to notice that I have a phone icon up here so I could call people but I want to do it directly from the case so next to George's name I have this phone icon and from here I have his information and I can dial his mobile phone or his business phone so right now I'm going to do a call and coincidentally my phone is going to pop up saying that the service staff customer service management team is trying to contact me but I'm going to go ahead and send that to voicemail and we should see that this is canceled out now ServiceNow is going to track all of these calls they can also track the duration etc so I want to hang up just because that's probably gonna leave a voicemail so as I end that call you're going to notice that my status is in wrap-up mode so that way I can update the ticket with all of my information and when I'm ready to be available again I can switch to available so now I'm going to do a quick refresh here and if we go to the Activity Feed we're going to notice that we have an outgoing call so we can see those four 22 seconds additionally at the very bottom we're going to notice on the phone tap here on the related list we can see who are trying to contact the contact name should be George but I happen to use that number for a lot of different things including Jo so you're going to see Joe's name associated there at any rate ServiceNow is tracking all of this information additionally since we're doing outbound calling maybe you want to do inbound calling as well so ServiceNow does have an integration with Twilio as we've stated but you can do inbound calling so if you want to call tree you could say I'm going to call this number 1-800 what have you press one to create a new case press two to check the status ServiceNow can help facilitate that as we're working through this George may become let's say very disgruntled so we can escalate this case so if George called in saying hey I'm not happy we can say okay was it the customer that requested this or was it an internal escalation so I could be proactive about it but let's say George called in very unhappy with this what's the reason maybe it's lack of progress once again these options are configurable you we'll provide a reason and now we can submit that escalation and we're going to see that as a status as well so scrolling down here we have that escalation you can see it's already been approved and ongoing but additionally you may have something on your dashboard for escalated cases so if we take a look at the overview section for customer service management you may have something for escalation here I currently don't at the moment however I do have a section here for escalated cases and right now we can see two of those and maybe have a different notification process or standard operating procedure for those escalations back in a case 27 here and right now as we continue to work on this let's propose the solution for this customer so now as we continue to work on this I'm just going to say proposed solution let's see what happens you I need to required fields here so I need to specify that solution in the close notes let's go here maybe I don't know the cause just yet but we can go ahead and put some information for George here and let's propose that solution all right now we're going to notice we look at to the very right here that this is currently unresolved George will also get a notification saying hey we resolve your issue do you accept the solution or not let's take a look at what George sees so let's do a quick refresh here and I think I'm on a different ticket yep this is our web analytics let's go back to all of George's cases here we'll sort by when it was last updated here's our router keeps rebooting and now once again we're going to see that we can either accept or reject this solution you George isn't going to be happy so he's going to reject the solution and this will now get kicked back to me so coming back full circle do a quick refresh it's no longer resolved it's an opened let's take a look at what's going on and along the way we're still moving along in our timeline here so now we can see when George kicked that back to me taking a look at our notes you can see exactly what's going on here and once again we can start the troubleshooting process we'll propose some solution once again now of course you probably going to put something a little bit more applicable and take a look George can now accept that solution and now as George accepted the solution he's now presented with a customer satisfaction survey so immediately after accepting the solution you can get that customer feedback that it's currently in reference to this case if George forgot about it you can see the hyperlink we can continue and taking a look at what were those specific issues but let's go ahead and get started with this survey once again these questions can be configurable but they'll also help populate some of your reporting so overall how satisfied am I well if I remember correctly George was a little bit disgruntled so we'll continue a thing that he strongly disagrees with the support that he received were these people well-trained do they adhere to professional standards of conduct etc once again these are going to help populate some of the dashboards we did not have to interact with the customer service manager and how would you rank this person or how likely are you're going to recommend the service so it does tying back into your customer satisfaction or CSAT let's submit this George is done submitting that survey jumping back we can go to our dashboard and take a look at what's going on with our overview section so right now we're looking at the service manager dashboard but look at the customer service one and here we can see our average customer satisfaction if I remember correctly that it went down and if we take a look here George has not been a happy camper where he one day but now he's ranking us as one based upon those average scores so now you're able to get that instant feedback as to your customer service process what kind of service are you providing and then hopefully have that continual service improvement process to get back up there running if you need it but once again all of these different interactions are within the platform so now you can take action you can measure them and then of course course correct if needed or just continue providing great service so right now I'd like to call it good on the demo portion and we'll just briefly go back to our PowerPoint just to quickly revisit the CSM vision so throughout today's demo we went through the various self-service portals that you could take advantage of doing some of that self-help taking a look at knowledge articles etc so thus reducing some of that case volume with self-service jumping into taking a look at how do we assign those different items how do we interact with them what kind of notification they're going to happen and then in step 5 preventing future calls we did create that problem we didn't go through the problem management process but of course you'd fulfill that identify the root cause and hopefully stop any additional issues from happening again through there once again why CSM well the results should speak for themselves so you eventually want to decrease customer service costs you want to increase productivity for your various agents you want to have a high season score so being able to report based upon those surveys and being able to course-correct as needed all the way through cost savings higher customer retention but once again everything is within the ServiceNow platform you have that single support system once again bridging the gap between ITSM and customer service management but then also having that single reporting system and we showed a lot of a house so whether that's through the portal chat taking a look at the real-time health of things automating things through workflow so that could be the automation of tasks or even resolution since we started talking about event management maybe you have some orchestration activities that auto resolve issues so does so thus getting your customers up and running without them actually knowing it so with that I'd like to open it up for any questions that we may have today and address those awesome handed over to you Jeff awesome great thanks Shea great demo yeah there are a few questions I'll get to them here in just a moment as a reminder please use the questions section to ask Shay a question on today's topic so number one what's the benefit to using a CSM portal versus the regular service portal interesting questions so a lot of clients so a lot of our clients typically roll out IT Service Management with the normal service portal and the normal service portal is really meant for your internal organization so not really publicly facing so with customer service management that enables you to not only have your internal IT portal or legal service management portal what-have-you but to also have a separate portal for your customers of the business that you provide the services that you provide so one it's publicly facing but also you can do the login version of it or even the anonymous version of it there's some benefits to each hopefully that addresses the question ok so that actually probably answers another question that came in with the CSM can we have external customers use ServiceNow to submit tickets record-producer without logging in correct so with the customer service management application you can have that anonymous interaction so that be its own separate portal potentially but then you may also want to do chat but back to the question is yes you would be able to initiate a case with that form and that anonymous portal got it okay are the ServiceNow portals mobile friendly yes so the neat thing about the portals themselves and actually I might be able to show an example of this so if I deviate back to an example here so they're responsive and design so I can click and drag and we can see how the Changez so by going to this URL within your mobile device you'd see a scaled-down version of it so out of the box they are mobile friendly okay great is there a limit to the quantity and types of portals I can have your reticle Ino so ServiceNow will let you create as many portals as you would like the caveat that I'll throw out there and the recommendation is just a reminder that the more portals that you have the more administrative overhead you might have as well so thus if you have 10 portals that's 10 portals to maintain so I would just be cognizant of that and the level of effort to maintain those if needed but no service now does not let me go yeah good point ok is there a way for the system to provide an answer as to why their router isn't working so this I guess going back to the your example in the demo instead of waiting for a chat person to connect so potentially and the reason I say potentially is if we go back just going to go back a couple slides here so as we talked about the Internet of Things and ServiceNow orchestration and some of the integrations that you might have is ServiceNow could potentially reach out to that router run a query to see if it's up and running are there any current issues is there you know something's wrong with it and provide those diagnostics back as an attachment let's say as a text file so there is the option to do that but now we're talking about a couple different technologies but it is feasible ok so instead of that person waiting yeah you can do some of that automation through workflow and orchestration cool all right is it possible to only offer a survey to a customer based on the way you coded the call so we could put in a different trigger point if you will so within the case itself is maybe as part of the close notes similar to incident management maybe of clothes code or something it could be a checkbox anything for that matter you may want to trigger a survey based upon that selection and that's feasible it's like I think that's what the person that's what was being asked is different surveys based upon how the case form was filled out on resolution yeah is it possible to only offer a survey to a customer based on the way you call it a call yeah I think I think that yeah yeah so just be a different trigger point yeah yeah yeah thumbs up from Richard on that one so that answered the question perfect alright that's it for questions I'll just give it another second here it looks like that's it for questions all right good job Shey thanks everyone the recording of today's webinar will be available on our website WWL core tech comm and on our social media networks thanks everyone for joining oh how can I got another new question how can how can it work with my existing how can how can this or is that can this be integrated or does this work with Salesforce we've had quite a few clients that want to integrate ServiceNow with Salesforce might need to know a little bit more about the scenario but just as a general example is you may be using Salesforce today for customer service management we could integrate the two platforms together where if you create a case in Salesforce they could integrate with a incident or problem with in ServiceNow where we can flip it around where if you create a case within ServiceNow you may want to relate that to the company or a client record or customer record within Salesforce and pass information back and forth so it's really dependent upon this scenario but that integration is beautiful okay okay good excellent and John says thank you so that answered the question perfect good stuff all right well try this again we we'll have a recording of this webinar on our website wwlp.com and on our social networking sites thanks everyone for joining see you at the next webinar