ServiceNow has introduced ServiceNow Messaging Service to help organisations drive better service experiences from issue to resolution.
Leveraging the Twilio platform, ServiceNow Messaging Service allows organisations to purchase SMS and WhatsApp directly from ServiceNow, making it easier to quickly integrate popular messaging platforms with ServiceNow workflows. This gives organisations 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.
As the global economy expands at its strongest post-recession pace in 80 years, organisations 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 organisations will have abandoned native mobile apps in favor of messaging for a better customer experience.”
ServiceNow Messaging Service helps organisations meet heightened customer expectations, enabling transparent, two-way conversations 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 organisations respond to employees wherever they are, allowing them to get help and request services across departments – including IT and HR – via WhatsApp and SMS.
“COVID reinforced the importance of putting the customer first, which is why today’s organisations must deliver digital experiences that are seamless and effortless for customers,” said John Ball, SVP and GM of Customer Workflows, ServiceNow. “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 is an expansion of Twilio and ServiceNow’s ongoing and evolving partnership. The companies have worked together since 2019 to make messaging a core part of how businesses interact with their key stakeholders.
“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. “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.”
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