Customer Service Management
Your customers deserve an exceptional experience, and more
At Moch.IT, we get it—great customer service is everything. With our ServiceNow® solutions, you can deliver seamless, next-gen support that keeps your customers feeling valued and connected.
There is no parallel to customer delight
Enabling customer-centric processess where they matter most
Streamline issue routing by surfacing cases to the most relevant employee based on dynamic rules.
Monitors and alerts you of potential problems with customers' products. Using historical data, we analyze issues across teams.
The self-service tools are designed to handle common customer questions without the involvement of an agent.
Enabling data-driven decisions
Customer service teams struggle with new service channels, digitalization, and reducing case volumes, all while keeping customers happy. Moch.IT simplifies this by using ServiceNow’s CSM solution to improve responsiveness, agent performance, and satisfaction. With our expertise in business analysis and IT service management, we’ll help you quickly tackle these challenges and drive better outcomes for your team and customers.
CSM Integrations
Integrate with a partner and third-party applications
Moch.IT leverages ServiceNow’s Customer Service Management (CSM) to seamlessly integrate with partner and third-party applications, including telephony platforms and CTI software. This unifies your tools and streamlines operations for better efficiency.
Integrates the platform with Adobe Experience Platform to furnish comprehensive customer profiles.
By integrating the platform and Cisco Contact Centre with Moch.IT, organizations can maximize the potential of both systems.
With the platform, organizations can safeguard their cloud contact centers at their fingertips.
Optimizes field service routes and schedules by integrating the platform with Locus DispatchIQ.
It enhances the agents' performance and empowers them to make more informed decisions with contact center controls integrated into platform.
Businesses can automate case creation and engage with customers on social and messaging channels in platform.
Omni-channel experience can be realized to its fullest by integrating with the platform platform using 3CLogic.
Enhances customer experience on Davinci Platform with platform's chat, voice, and text capabilities.
AR remote services enhance customer, field staff, and employee experiences for service management teams.
WHY CHOOSE CSM
Embrace CSM for Sustainable Operations
Customer service is changing fast, and the best way to stay on top? Embrace ServiceNow’s Customer Service Management (CSM) module. It’s your key to transforming how your team works—faster response times, smoother processes, and happier customers. CSM is your ticket to sustainable growth and long-term success!
CSM is a highly scalable and cost-effective solution, taking support from automation and artificial intelligence
CSM ensures businesses have tailored frameworks and templates for creating vigorous self-service options.
Customers are no longer willing to put up with poor customer service, hence opportunities for filling the gap.
Featured Questions
Frequently Asked Questions
Implementing a complete CSM solution can take several months, but early value can be achieved in as little as a couple of weeks. Moch.IT will work with your teams to define and measure success criteria throughout the implementation lifecycle to demonstrate increased value at every stage.
At MochIT, we have a highly experienced team of consultants that have vast experience across the CSM spectrum and working with industry leading tools. Our clients reference us as transformational partners rather than a consultancy because we are defined by the way we impact our clients’ businesses – and they are more than willing to share their experiences.
No matter where you are on your ServiceNow journey, Moch.IT has the perfect solution to elevate your workload and support your business goals. From Consulting as a Service (CaaS) to managed services, our dedicated teams are here to ensure you achieve successful delivery and maximize your return on investment. Let’s reach new heights together!
Moch.IT's CSM meets customer expectations wherever and however they choose to interact with your company. Customers can reach out through web, phone, chatbot (Virtual Agent), email, or social media, and your agents will have a comprehensive history of customer activity at their fingertips.
