ServiceNow CSM Connector
About the App
Xchange Listing | ||
Description | Better customer service is directly correlated with overall revenue and organizational health”, according to a McKinsey research report. Are you delivering the service experience your customers expect? Medallia for ServiceNow CSM enables organizations leveraging ServiceNow Customer Service Management (CSM) to optimize their customer workflows. By capturing customer feedback via video, audio, or text after every case closure, organizations gain a clearer picture of how their customers are doing in-the-moment and can take immediate action to improve experiences. With Medallia’s real-time feedback capture and AI-powered text-analytics, account, operations, and customer service teams can accelerate support issue identification, reduce recurring case volume, and increase customer satisfaction with better agent experiences. “The Care of One - Hyperpersonalization of customer care”, Mckinsey & Company, June 2020. | |
Prerequisite | 3rd Party - Service Now ServiceNow Connector App | |
Whats Included | • A managed solution that seamlessly integrates with ServiceNow CSM • Trigger feedback (email-to-web, SMS, video, or other) directly after an event. • Sync experience data back into ServiceNow to ensure users can work from their system of engagement. • Re-open objects in ServiceNow that are not considered resolved. | |
Effort Size | M | |
App Supporting Materials
The following table provides quick access to all essential supporting materials for the ServiceNow CSM Connector BPP, including data integration specifications, playbooks, and overview decks, available in Google Sheet, Excel, and PDF formats.
Document Name | Google Drive | Excel | PPT | |
ServiceNow CSM Connector External Playbook | N/A | |||
ServiceNow CSM Connector Data Dictionary | N/A |
