Time was, customer service was regarded as a necessary, if exasperating, part of the organization—a cost center that plays defense against complaints, quibbles and queries from mostly dissatisfied consumers.“Customer service is now viewed as strategic,” says Michael Ramsey, VP of product management for customer workflow products at ServiceNow. “According to, over 80% of businesses rely on customer experience to differentiate themselves from competitors.
In the Covid-19 era, agility is a survival skill. As the pandemic spread, virtually every part of doing business changed, from back-office fulfillment to supply chain management to customer service. All customer communications arrived at the same collection point, where they were given the first-come-first-served treatment. In a smaller organization, this might work. But for 7-Eleven, with 68,000 locations worldwide, customer inquiries range from simple complaints and compliments to time-sensitive concerns that can affect public health.
Thanks to smart pre-pandemic decisions, 7-Eleven was able to continue operations when the crisis hit.
servicenow Yes, customer service brought to you by AI
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