From click to brick: Seamless
customer service with
ServiceNow CSM & FSM in retail
The future of retail isn’t just online or in-store, it’s everywhere your customer is.
Are you ready to deliver exceptional service across every touchpoint? ServiceNow
CSM & FSM, powered by AI, go beyond traditional customer service to create seamless,
personalised experiences that drive loyalty and growth.
The struggle is real
The most common customer service challenges in retail
Omnichannel complexity
Customers demand a seamless experience across all channels (online, in-store, mobile). This means integrating various systems to provide consistent service and a unified view of the customer journey, which can be technically challenging.
Personalisation at a scale
Customers expect personalised service, but achieving this across all channels and for a large customer base requires sophisticated data management and AI, all while respecting data privacy.
Empowering the workforce
Retailers need to equip their diverse workforce (in-store staff, contact centre agents, field technicians) with the right tools and information to provide excellent service and collaborate effectively.
Agility and innovation
The retail landscape changes rapidly. Retailers need flexible solutions to adapt to new technologies and customer expectations, fostering a culture of innovation and quick responses to customer needs.
Cost optimisation
Balancing excellent customer service with cost efficiency is crucial. This involves optimising processes, automating tasks, and offering self-service options while maintaining high service quality.
Conquer the challenges easily
Become a retailer you’ve always wanted to be with AI and ServiceNow CSM & FSM
Personalised shopping experiences
ServiceNow AI can analyse customer data (purchase history, browsing behaviour, preferences) to enable truly personalised shopping journeys. Imagine automated product recommendations, tailored promotions, and even predicting the perfect time to engage a customer with a specific offer.
Optimised omnichannel support
Retail customers expect seamless service across channels (online, in-store, social media). ServiceNow CSM integrates these channels, providing a single view of the customer and enabling consistent, efficient support regardless of how they contact you.
Efficient in-store operations
ServiceNow FSM isn’t just for field service; it can optimise in-store operations too. Think automated task management for employees (restocking, displays, click-and-collect), real-time inventory tracking to prevent stockouts, and even AI-powered assistance for resolving customer queries on the shop floor.
Proactive issue resolution
AI can analyse data from various sources (e.g., POS systems, social media, customer feedback) to identify potential issues before they impact customers. Imagine detecting a faulty product batch early and proactively contacting affected customers, preventing negative experiences and protecting your brand reputation.
Smart appointment scheduling
For services like personal shopping or in-store tech support, FSM can intelligently schedule appointments based on staff availability, customer preferences, and even predicted foot traffic. This ensures efficient use of resources and a smooth customer experience.
Explore our dedicated e-books & guides
to get practical information about
ServiceNow CSM & FSM for retail
The retailer’s guide to ServiceNow CSM
5 ways ServiceNow CSM can boost customer loyalty in retail
