Delivering 24/7 Customer Support with ServiceNow AI

Written by Michael Henderson | Dec 31, 2024 4:57:33 PM

For this global retailer, transforming their customer service operations meant reimagining how technology could create seamless, instant support experiences. Through Thirdera's innovative implementation of ServiceNow Customer Service Management (CSM) and AI-enabled chatbot capabilities, they've turned this vision into reality – delivering round-the-clock support that delights customers while optimizing operational efficiency.

Project Snapshot

60%

call deflection over 12-month period

completed chat interactions

Client size: 350,000+

Client industry: Retail

Client location: Global

Key Challenges

	Fragmented customer service processes and experiences across multiple brands created inconsistency.
	High call volumes and extended wait times strained customer service resources.
	Limited self-service options and after-hours support hindered customer satisfaction.
	Manual processes and routing inefficiencies impacted agent productivity.

Our Solution

Thirdera delivered a comprehensive customer service transformation leveraging the ServiceNow platform's Customer Service Management (CSM) and AI capabilities.

	Process Standardization Unified three regional customer service centers with standardized processes on ServiceNow CSM.
	Multi-Channel Support Implemented integrated live-chat and AI-powered chatbot capabilities across e-commerce platforms.
	Intelligent Automation Deployed AI-enabled routing and resolution to streamline customer support operations.
	Digital Integration Seamlessly connected customer service capabilities with client's e-commerce websites.

The Result

	Enhanced customer experience Delivered 24/7 self-service support with zero wait times and consistent experiences across all brands.
	Increased operational efficiency Achieved significant call deflection and improved agent productivity through automated resolution.
	Omni-channel support Established omni-channel support capabilities while maintaining brand consistency across platforms.
	Positive brand impact Reduced operational costs while strengthening brand loyalty through improved customer engagement.

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximize the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimization, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.

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