5 Pro Tips to Respond to Customer Service Trends in 2025 with ServiceNow CSM
Imagine losing a customer because your Customer Experience (CX) team couldn’t resolve an issue quickly enough—leaving frustrations to ripple through word of mouth. It goes without writing on the wall that the cost of losing a customer is beyond revenue. According to the latest insights, U.S. consumers are willing to pay 17% more for products and services from companies known for exceptional customer service. And that’s definitely a figure to consider! In today’s changing market dynamics, repeat business is the foundation of long-term success and sustainability. The key? Delivering consistent, high-quality service every time your customers interact with your service teams. That’s exactly where ServiceNow Customer Service Management (CSM) makes a difference—helping organizations elevate the customer experience and build stronger, lasting relationships with the customers.
With nearly 85% of Fortune 500 companies relying on ServiceNow to streamline their operations, it’s clear that this platform isn’t just a tool. Whether you’re looking to get more out of ServiceNow CSM or need help keeping up with evolving customer service expectations in 2025, these five pro tips will help you take your next big step with confidence.
- Strategize Clear Objectives and Define Customer Service Metrics
- Choose KPIs and Align with Strategic Goals
- Measure and Decide Your Implementation Roadmap
- Benchmark and Track your Strategies from Time to Time
- Connect Cross Functional Departments to CSM
Strategize Clear Objectives and Define Customer Service Metrics
It goes without saying that success starts with a solid strategy, a strategy that aligns your people, processes, and desired outcomes. While many organizations focus on standard customer service metrics like average handle time (AHT), first-contact resolution (FCR), and self-service adoption rates, achieving long-term success requires setting clear and measurable goals.
For example, if your FCR is 15%, improve it by 5% over six months and track progress. Similarly, for Customer Satisfaction (CSAT), set a goal above 95%. ServiceNow CSM capabilities can help you align KPIs with your strategic objectives and gain the real-time insights needed to refine and measure your success.
Look Beyond Customer Service Metrics
Focusing only on efficiency metrics is like judging a book by how fast you can flip through it—you might finish it quickly, but you’ll miss the story. It’s the same with customer service. Metrics like response time or average handle time are important, but they don’t tell the whole story about the quality of the experience you’re delivering to your customers.
To deliver exceptional customer experience, think beyond speed and evaluate the quality of interactions your team builds with customers over time. For example, with ServiceNow CSM, you can leverage tools like voice-of-customer analytics and AI-driven sentiment tracking to understand customers’ emotions and opinions in each interaction. A 360-degree approach ensures your strategy isn’t just efficient but is deeply connected to what truly matters—building loyalty and long-term engagement.
Measure and Decide Your CSM Roadmap
You can make decisions effectively only when you focus on the right KPIs, and those that deliver meaningful insights and drive real impact. Rather than tracking every metric, prioritize the ones that align with your goals and provide actionable value. Once your strategy, KPIs, and objectives are clearly defined, it’s time to put them into action.
A well-defined implementation roadmap aligned with the right KPIs and clear strategy enhances your overall service experience. For example, CSM dashboards and analytics provide real-time visibility, and self-service analytics dashboards identify trends and highlight areas for improvement to refine your strategy and stay on track.
Iterate Strategies from Time to Time
To succeed in today’s fast-changing world, sticking to a static approach may not always work. You need to keep refining your strategies to stay aligned with your goals. If a KPI isn’t delivering desired results, you should adjust your approach—stay agile.
With ServiceNow CSM, it’s easy to track progress, mark areas that need improvement, and make data-driven decisions. Be sure to regularly share updates with your stakeholders, whether it’s good or bad news. The bottom line? Transparency builds trust and keeps everyone moving in the same direction.
Connect Cross Functional Departments to CSM
Marketing and sales teams often serve as the frontline for customer interactions, as they frequently engage with customers through emails, calls, and various tools. It is always great to lean on these teams to gather insights that can elevate your customer service strategy. As key SPOCs (Single Points of Contact), they provide a wealth of information that helps tailor services to meet customer needs effectively.
Responding to CX Trends with a Powerful Platform
ServiceNow Customer Service Management is built to meet the latest trends shaping customer service today—from AI-powered support and hyper-personalization to seamless omnichannel experiences. It plays a key role in helping organizations close the customer service gap with smarter, more connected tools and workflows.
Milestone Technologies’ ActivateCSM solution takes it even further, leveraging the full value of ServiceNow CSM to deliver a smooth customer experience and operational excellence. Backed by 15+ years of expertise and over 500 successful implementations, ActivateCSM is designed to be fast, cost-effective, and impactful, with an implementation timeline of just 12 weeks. Let’s discuss how we can help you in your ServiceNow journey. Click here to connect with our ServiceNow experts today!
