Wed. Dec 8th, 2021


With the brand new messaging service, clients can use SMS and WhatsApp to speak straight with companies.

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Picture: RoBird/Shutterstock

Organizations want to supply clients handy strategies by which they’ll ask questions, get assist or help, and make requests. For many individuals, textual content messaging is without doubt one of the most handy strategies, and a brand new service from digital workflow firm ServiceNow goals to supply fashionable messaging instruments to its personal enterprise clients.

SEE: Digital communication coverage (TechRepublic Premium)

Introduced on Thursday, the brand new ServiceNow Messaging Service lets companies buy SMS and WhatsApp straight from ServiceNow to combine them into their workflows. The aim is to present organizations a approach to join with clients and workers regardless of the place they’re situated and extra rapidly deal with and resolve clients requests.

ServiceNow Messaging Service is designed to assist organizations higher meet buyer expectations by offering a extra clear course of for two-way conversations. Clients will have the ability to use SMS and WhatsApp to simply attain out to a company. Staff of a company may use these messaging instruments to request assist throughout totally different departments, reminiscent of IT and HR.

“COVID strengthened the significance of placing the client first, which is why right now’s organizations should ship digital experiences which are seamless and easy for purchasers,” John Ball, SVP and GM of Buyer Workflows for ServiceNow, stated in a press launch. “With ServiceNow Messaging Service, we’re enhancing buyer engagement whereas supporting clients on the channels of their selection. It is a pure extension of ServiceNow Buyer Workflows, which unite the entrance, center and again‑workplace to create a fantastic finish‑to‑finish buyer expertise.”  

Working on the Twilio platform, the ServiceNow Messaging Service expands ServiceNow’s partnership with Twilio. The 2 corporations have labored collectively since 2019 to foster messaging as a key manner for purchasers and companies to speak with one another.

SEE: High 5 issues to find out about messaging apps (TechRepublic)

“Digital leaders in each trade have discovered that messaging with clients in clear, two‑manner conversations is the simplest approach to construct robust buyer relationships,” Molly Fischer, senior director of Strategic ISVs at Twilio, stated within the press launch. “Greater than 100 billion messages had been despatched throughout Twilio’s platform final yr, and 97% of messages are learn inside three minutes.”

The mixing with SMS and WhatsApp follows the discharge of ServiceNow’s Rome platform, which presents each Buyer Workflow and Worker Workflow companies. Rome offers a number of key companies, together with the next:

Dialog Autopilot permits an customer support agent to switch a chat to a digital agent for repetitive duties. The Targeted format for Buyer Service Playbooks pairs brokers with a digital coach to information them by every step of a customer support request. Wealthy Messaging elevates appointment reserving and different duties that require greater than a easy textual content to assist a buyer. And Worker Heart is a single portal the place workers can discover personalised info and get assist throughout totally different departments.

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