An enterprise helpdesk that creates better experiences for everyone
Enterprise leaders are always thinking about the future of their business. How will they stay relevant in increasingly crowded markets? While business challenges change all the time, one thing remains constant – the need to prioritize customer service.
Something Genpact and ServiceNow know all about.
Lack of standardization, fragmented processes, and siloed systems
Customer expectations are rising, and operational costs are skyrocketing – and outdated technology is at the heart of many of these problems.
Genpact's Enterprise Helpdesk, built in partnership with ServiceNow, brings all business processes onto a single integrated platform, reducing strain on customer service teams. By allowing customers to self-serve and resolve most queries themselves, customer service agents can focus on the highest priorities or most complex requests.
A single integrated enterprise helpdesk platform
Our Enterprise Helpdesk redefines customer service:
Human-centric design: A user-friendly helpdesk for enhanced experience
Scalable automation with AI: Centralized data and consolidated documentation
Omnichannel options: Customers connect via email, phone, or the helpdesk platform
Continuous improvement with analytics: Analyze customer interactions to improve response times and spot upsell opportunities
One platform for everyone: No more jumping between systems while customers wait
Speeding up customer response times for a life sciences company
Employees at a global life sciences company were frustrated with disparate, manual processes, especially customer support agents who had trouble finding information. Genpact streamlined support into a single Enterprise Helpdesk using ServiceNow and developed a virtual support agent that handles most queries in multiple languages. This led to a 60% faster response time for employee inquiries, giving customer support agents 20% more time to focus on customers.
Designing new customer service workflows for a leading manufacturer
A leading Japanese manufacturer created cutting-edge products, but its support processes were behind the times, and requests were falling through the cracks.
Genpact used ServiceNow to create standardized support processes through a unified portal. The portal supported a variety of business functions, including supply chain teams, HR, and sales. Now, employees can work together to respond quickly through the channel that best suits the customer.
Driving the future of customer service
At Genpact, we leverage our extensive experience and global reach to transform customer service, supporting over 50 languages and handling millions of interactions annually. Recognized by industry analysts, our solution enhances both employee and customer experiences. As AI reshapes industries, customer service continues to be a key differentiator, and we are ready to help you gain a competitive edge in the future of customer services.
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