---
title: Customer communication
description: Prioritize clear, timely, and meaningful customer interactions to ensure satisfaction and loyalty. Leverage comprehensive suite of tools to facilitate robust customer communication and enhance service management practices.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customer-communication.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Use, Customer Service Management]
---

# Customer communication

Prioritize clear, timely, and meaningful customer interactions to ensure satisfaction and loyalty. Leverage comprehensive suite of tools to facilitate robust customer communication and enhance service management practices.

| | |
|---|---|
|[Using Playbooks for Portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/using-playbooks-for-portals.md)|Whether you're a customer service agent or a customer, you can use Customer Service Management \(CSM\) playbooks on service portals to complete the tasks and activities that you need to resolve your cases.|
|[Using Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/use-walkup-experiencce.md)|Use the Walk-up Experience feature to check-in at a walk-up location, book appointments from the customer service portal, and monitor queues.|
|[Using Auto-Responder for case deflections](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/auto-responder-case.md)|Deflect cases by automatically sending relevant content through the Auto-Responder feature after a customer contact or consumer creates a case.​|
|[Using Omnichannel Callback for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-omnichannel-callback.md)|The ServiceNow Omnichannel Callback for Customer Service Management app enables a callback option for customers when there’s a long wait time for a live agent.|
|[Using the Customer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/use-the-customer-portal.md)|Search for information about a question or an issue, or request assistance from a customer service agent.|
|[Using the Consumer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/use-consumer-service-portal.md)|The Consumer Service Portal is a web interface that your company can use to provide information and support to consumers.|
|[Using Conversational Appointment Booking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/conv_appt_booking_using.md)|Customers can initiate an appointment booking conversation in a chat on your support portal using a Virtual Agent, and Agents can use Autopilot to display Virtual Agent topics during conversations.|
|[Using the Business Location Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/using-blsp-portal.md)|Use the Business Location Service Portal \(BLSP\) available with the Customer Service Management \(CSM\) application as a one-stop shop to manage the internal and external organizations.|