Customer Service Management

Customer Service Management (CSM) refers to the strategies, processes and technologies used to manage customer interactions across their lifecylce. It aims to enhance customer satisfaction, loyalty and retention by delivering improved support processes and ensuring consistent service experiences.

Servicely can be utilised as a CMS platform, giving you the ability to manage customer support tickets, manage and share a knowledge base, store customer and contact information, and integrate with more specialised support processes like Field Services to assign work orders to on-site technicians.

Yes.

In our experience the migration from another service management platform to Servicely is far easier than most customers anticipate. The reason for this is two-fold, firstly Servicely is delivered with a high level of pre-configuration, meaning much of the configuration you require is there out the box. Secondly, Servicely is a no/low-code platform, this means even if you have done complex configuration on your current platform, this can easily be migrated to Servicely.

Migration effort is significantly less than what you would think, your current platform instance is effectively the blueprint of your requirements, our team are well versed on a range of service management platforms and are able to easily and quickly understand your current configuration and migrate this to Servicely configuration.

Servicely provides fully-equipped CSM capabilities out of the box, giving businesses the ability to setup a CSM platform with ease or migrate from an existing CSM. While their are other platforms with similar CSM capabilities, this is just a small aspect of what Servicely can do.

Servicely is a highly configurable and flexible service management, workflow automation and AI-native platform. The Servicely platform can be configured to handle so much more than CSM and allows businesses transform and elevate the service management of teams across the entire business, moving towards an Enterprise Service Management experience, where all services across the business are managed in Servicely.

Servicely helps customer service teams implement self-service, that gives customers access to instant 24/7 service and frees up your service agents to focus on higher value work. 

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When a customer visits the Servicely self-service portal, they can access self service through:

• AI virtual agent - our conversational AI can answer questions, log tickets, and carry our remediations automatically across integrated systems.
• Service catalogue - access to request products or services that trigger workflow automations to begin fulfilling the request
• Knowledge Base - a robust platform for logging all knowledge, so that customers can find the answers they need to solve their service query

Servicely delivers a comprehensive omnichannel approach to ticket logging, encompassing widely utilised channels such as email and our self-service portal. Adapting to the growing reliance on collaboration tools, Servicely seamlessly integrates with platforms like Microsoft Teams, Slack, and WhatsApp. Additionally, our robust API provides the flexibility for customers to customize and incorporate further channels as needed.