Customer service centers, whether a shipping group dealing with consumers or an IT organization working with corporate employees, has a lot of information to manage. Technology has been improving over ...

ORLANDO, Fla.--(BUSINESS WIRE)--KNOWLEDGE17 – ServiceNow (NYSE: NOW), today announced ServiceNow Communities, a major new application in its Customer Service Management solution. More than ever, ...

The exact type of information in a customer service management system varies somewhat depending on the type of services the business offers. These systems should provide a complete record of ...

SANTA CLARA, Calif.--(BUSINESS WIRE)--ServiceNow (NYSE: NOW) today announced innovations to its Field Service Management solution at Knowledge 2021, ServiceNow’s flagship digital experience for its ...

ServiceNow is officially rolling out its customer service management offering in a move that'll expand its addressable market and put it on a collision course with established players such as ...

Walt Disney once said about movies, "Do what you do so well that they will want to see it again and bring their friends." The famed animator's quote can also be applied to customer service. If a ...

No longer nice-to-haves, CRM systems today are essential tools helping organizations create the high-touch, personalized interactions their customers demand. While most people equate customer ...

At last week’s Knowledge 16 conference, the big news from service management vendor ServiceNow (NYSE:NOW) was its push into customer service management (CSM). Venturing beyond its information ...

When the coronavirus pandemic hit in March, little did New Zealand-based Kiwibank realise that it would accelerate the bank's plans to overhaul its customer service management (CSM). The company ...

Customer service and support platform Intercom this week unveiled the latest phase of its mission to infuse AI into every step of customer service, introducing Fin AI Copilot, an intelligent assistant ...

This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...