ServiceNow Messaging service to help organization with a better service experiences from issue to resolution

ServiceNow has launched ServiceNow Messaging Support, which aims to improve customer service from start to finish. The ServiceNow Messaging Service enables transparent, two-way conversations between enterprises and customers, allowing them to meet rising customer expectations.

As the global economy expands at its strongest post-recession pace in 80 years, organizations must adapt to deliver compelling customer and employee experiences in any environment to thrive in a new economy and a hybrid world of work. According to Gartner, “by 2025, 80% of customer service organizations will have abandoned native mobile apps in favor of messaging for a better customer experience.”

Customers can discover answers, receive help, and request services using ServiceNow Messaging, and organizations can address issues quickly by harnessing the power of the Now Platform to link the front, middle, and back-office with digital workflows, break down silos, and automate operations across teams. Employees can receive help and request services across departments – including IT and HR – using the ServiceNow Messaging Service, which allows them to do so via WhatsApp and SMS.

“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,” said John Ball, SVP and GM of Customer Workflows, ServiceNow.

He added, “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 Messaging Service, which runs on the Twilio platform, allows businesses to buy SMS and WhatsApp straight from ServiceNow, making it easy to integrate popular messaging platforms with ServiceNow workflows. This provides enterprises with a new channel to communicate with customers and employees, regardless of their location, and to assist in the rapid resolution of consumer requests, resulting in a more seamless end-to-end experience.

“Digital leaders in every industry have figured out that messaging with customers in transparent, two-way conversations is the most effective way to build strong customer relationships,” said Molly Fischer, Senior Director of Strategic ISVs at Twilio.

He added, “More than 100 billion messages were sent across Twilio‘s platform last year and 97% of messages are read within 3 minutes! We’re proud to further our partnership with ServiceNow and help businesses improve the way they reach their customers on this critical customer engagement channel.”

Twilio and ServiceNow’s ongoing and expanding cooperation has resulted in the ServiceNow Messaging Service. Since 2019, the companies have collaborated to make messaging an integral part of how businesses connect with their key stakeholders.

The news follows the release of ServiceNow’s Rome Platform, which includes critical Customer Workflow and Employee Workflow innovations to help businesses deliver great end-to-end customer service experiences from anywhere, boost employee productivity and satisfaction, and scale automation across the enterprise.

Conversation Autopilot, a new feature that allows an agent to transfer a chat to a virtual agent for repetitive tasks, Customer Service Playbooks: Focused layout, a new feature that pairs agents with a virtual coach to guide them through each step of a customer service request, and Rich Messaging, which elevates tasks like appointment booking that require more than simple text to deliver a great customer experience, are among the Rome updates. Employee Center, a single, integrated platform for employees to obtain personalized information, accomplish tasks, and seek help across departments, was also announced in Rome.