Let’s start off with some honesty… Whether I’m experiencing issues with my internet, my refrigerator, or some other household item, I really, (and I mean really), loathe reaching out to Customer Support. Often, I speak and/or email back and forth with several different people, each one connecting me to the next person in an endless support chain. Often, important details I’ve provided are lost from the time I first initiated contact to the 4th or 5th support person I’m put in contact with.
With so much technology at our fingertips, why does the support experience for many organizations so often devolve into the telephone game? I’ve personally experienced too many support instances with too many steps and that took too long to get a resolution to whatever error (and admittedly, it’s typically user error) occurred this time. It’s exhausting and frustrating for me, and I am sure it’s often likewise for the person(s) at the end of the phone from me.
At the end of the day, I am going to be frustrated, with any product that malfunctioned—user error or not. Changing that perception through the support experience is a challenging endeavor, but for organization’s that get the support piece right, it’s often a huge business differentiator. It can foster customer goodwill and favorable brand perception that translates into business benefits—such as more purchases, and less need for ad spend due to the power of word-of-mouth marketing.
Enabling World-Class Support via The Right Technologies + The Right Integrations
Appliances break, cars break, software breaks. We can’t avoid Support, but how do you effectively solve customer problems quickly and effectively? How do you turn a frustrated customer into a lifelong customer, and perhaps even a passionate brand advocate?
Part of the answer comes down to a great Customer Support team, which we certainly have here at BeyondTrust. I know many of them personally. Our support team members work harder than nearly anyone, and they genuinely care about ensuring our customers’ success. The other part comes down to the enablement tools you provide your Support teams to manage the Support queue. From the moment a Customer submits a ticket, to the moment a Representative closes it, Support Organizations need smart and powerful solutions that can scale to quickly and effectively solve Customer Incidents. However, to really get the most out of these technologies and to streamline the support experience, you need the right technology integrations.
In my last blog, ITSM and PAM: The Landscape Changes, But Important Truths Persist, I discussed the ServiceNow ITSM integrations and synergies with BeyondTrust Privileged Access Management solutions. These integrations are helping to define the modern service desk and even to help service organizations and their customers nimbly adapt to largely unanticipated challenges, such as the seismic shift to remote work during the era of COVID-19. Now, a new ServiceNow Customer Service Management (CSM) and BeyondTrust Remote Support integration boosts the ability of customer-facing support organizations to deliver fast, pinpoint problem-solving that removes layers and steps of potential hassle and redundancy from the support experience. This integration between ServiceNow’s best-in-class solution for Incident and Support Management with the industry’s most secure, powerful, and complete Remote Support solution outright eliminates the manual steps that continue to drag down Customer Satisfaction (CSAT) and bog down your Support teams.
How the BeyondTrust Remote Support & ServiceNow CSM Integration Works
So, how does this integration work? Support Representatives can initiative a Remote Support session from the ServiceNow Incident, enabling the Representative to instantly provide Customer Support. Additionally, the Session Details and Chat Transcript related to the Support Session are automatically sent to the associated ServiceNow Incident, providing a complete record for Audit and Knowledgebase use.
If a Representative is handling a Support case that was initiated elsewhere or entirely outside of ServiceNow, you can enable them to manually associate the Support Session with a ServiceNow Record directly from the Support Session. Representatives can even access associated ServiceNow Records directly from the Remote Support Console, saving time and enabling additional history/details which can speed incident time-to-resolution.
For organizations already thinly stretched and running up against their scalability limitations, it is vital to have a Chat First path to solve problems that do not require a full Remote Support session. With the BeyondTrust and ServiceNow solutions integrated, customers can initiate a Remote Support Chat session from the ServiceNow Service Portal, giving your customers a simpler path to resolution for any incident.
To learn more about this new integration andthe many ways BeyondTrust and ServiceNow solutions integrate to make the service desk and your enterprise IT environment more secure, more productive, and more powerful, check out this page: https://www.beyondtrust.com/partners/technology-partners/servicenow.
Chris Herrin, Senior Product Manager at BeyondTrust
Chris Herrin is the Senior Product Manager for Privileged Remote Access and all third-party integrations for the BeyondTrust portfolio. He has been with BeyondTrust (Bomgar) for the last five years, beginning his career on the Sales Development and Solutions Engineering teams. Chris is an active Georgia Bulldogs fan, and has to mention his corgis in every presentation he is a part of.