ServiceNow‘s new messaging service makes it easier to drive end-to-end service experiences – from issue to resolution
Incorporating popular platforms
Leveraging the Twilio platform, ServiceNow Messaging Service allows organizations to purchase SMS and WhatsApp directly from ServiceNow, making it easier to quickly integrate the popular messaging platforms within ServiceNow workflows. This gives organizations another channel to engage with customers and employees, regardless of their location, and help quickly solve customer requests for a more seamless end-to-end experience.
ServiceNow Messaging Service helps organizations meet heightened customer expectations, enabling transparent, two-way interactions between businesses and customers. Customers can find answers, get help, and request services through popular messaging services, and businesses can resolve issues fast, leveraging the power of the Now Platform to unite the front, middle and back office with digital workflows, break down silos and automate processes across teams. ServiceNow Messaging Service also helps organizations respond to employees wherever they are, allowing them to get help and request services across departments – including IT and HR – via WhatsApp and SMS.
Customer first
Speaking on ServiceNow’s new messaging service, John Ball, SVP and GM of Customer Workflows, ServiceNow, said, “COVID reinforced the importance of putting the customer first, which is why today’s organizations must deliver digital experiences that are seamless and effortless for customers,” “With ServiceNow Messaging Service, we are improving customer engagement while supporting customers on the channels of their choice. This is a natural extension of ServiceNow Customer Workflows, which unite the front, middle, and back-office to create a great end-to-end customer experience.”
ServiceNow’s new messaging service comes after ServiceNow’s Rome Platform Release, which includes critical customer and employee workflow advancements.
