Optimize Support with ServiceNow and Visier
Optimize Support with ServiceNow and Visier
Summary
Integrate ServiceNow data with Visier’s People Data Platform to improve customer support. Combine call center data with workforce insights on retention, recruiting, and performance to optimize team effectiveness. Uncover key drivers of high-performing agents, improve coaching, and boost customer support metrics like handle time and NPS. Visier’s intuitive interface and genAI solution, Vee, deliver insights to help leaders enhance team performance and customer satisfaction.
Problems to be solved
There are a number of data sources for Chief Customer Officers and other executives to consider in making decisions for customer teams. Sometimes reconciling the conclusions of that data can be difficult.
Senior leaders of customer service and call center operations need to ensure that the support organization is designed and organized in a way that achieves customer service goals, like response times. Even in a world of AI support agents, this means attracting, keeping, and developing the right talent in order to solve the customer issues that AI cannot.
For support team leaders, it is hard to break away from the daily grind of managing incoming support tickets and instead manage my team itself. I need insights to know who needs help, and how to help them.
Solution
Incorporate ServiceNow data with workforce data to provide fast, actionable insights to customer support to attune their support agents to outcomes.
Combine call center data with workforce insights on learning, retention, recruiting, onboarding, and staffing levels to help make better and clearer workforce decisions that have positive effects on customer support and support satisfaction outcomes, such as handle times and customer support NPS.
Unearth key drivers of high performing support teams and agents within your organization and develop strategies to replicate them across your department.
On an individual level, have more actionable coaching, performance management and career conversations to retain key performers and skills.
How it works
Using Visier’s data connectors and APIs, customers can automatically integrate their ServiceNow data into Visier’s People Data Platform.
Visier’s data ingestion processes and transforms ServiceNow data, including detecting and organizing events contained in the data.
Visier’s combined ServiceNow and People Data Model contains basic metrics and visualizations to get started right away. Users can validate the data ingestion process to establish confidence that core call center metrics are replicated correctly. Developers can extend this model to create additional calculations to reveal and explore other issues relevant to customer support in general, or specific customer support operating models.
Calculations, metrics, dimensions and other model attributes are surfaced through Visier's visualization interface to users with the right permissions to ad hoc explore insights or prepare for specific audiences.
With Visier's detailed security model, end users can access insights about their support agent teams and individuals through Visier’s genAI solution., Vee, or curated insights in guidebooks. Leaders and other stakeholders can explore the data with an intuitive user interface that helps to dig into the “why” behind the data.
Screenshots
Solutions
Docs: Data Intake Integrations
Learn more about Visier's data intake integrations
Docs: Pre-built People Data Model for SaaS
Learn how to build with Visier's robust People Data Model for SaaS applications
Docs: Studio
Explore how you can tailor Visier to your use case
Docs: Vee for Enterprise
Documentation details for Visier's genAI assistant, Vee for Enterprise.
Docs: Analytics Suite
Details on Visier's easy self-service experience for delivering analytical insights either through pre-built content or content you can build yourself.
Docs: Visualizations
Explore in Developer Docs the visualization types available in Visier.