Logo ServiceNow
Platforms / ServiceNow

Add omnichannel capabilities to your workflows

About the
integration

Communicate with your customers on the channel they use and love. Improve engagement rates and increase customer satisfaction. By being more customer-centric in your communications, you can improve NPS by 40%

What channels are part of our integration?

We are currently covering WhatsApp, SMS and RCS, but you can reach out to us to explore the variety of other channels we have in our portfolio (like Viber, Messenger, Telegram etc.)

What challenges are we tackling?

1. Lack of customer engagement

Often times important information is being communicated through the wrong channel to the customer. That results in frustration on both the customer and enterprise sides. From one side, the customer is not satisfied with the service as he was not informed about important status update properly, while the enterprise has a challenge of managing inbound calls from customers that did not see the message.

2. Customer satisfaction

Non -effective communication results in sub-optimal customer satisfaction. By implementing an omnichannel strategy to their communications, we have seen brands improve their NPS scores up by to 40%.

3. Cost reduction

By providing multiple channels to communicate with the customer, we have cut costs by 10X for the brands.

Real life examples

Want to know more how our products operate in practice? See our customer story page.

About the
integration

Communicate with your customers on the channel they use and love. Improve engagement rates and increase customer satisfaction. By being more customer-centric in your communications, you can improve NPS by 40%

What channels are part of our integration?

We are currently covering WhatsApp, SMS and RCS, but you can reach out to us to explore the variety of other channels we have in our portfolio (like Viber, Messenger, Telegram etc.)

What challenges are we tackling?

1. Lack of customer engagement

Often times important information is being communicated through the wrong channel to the customer. That results in frustration on both the customer and enterprise sides. From one side, the customer is not satisfied with the service as he was not informed about important status update properly, while the enterprise has a challenge of managing inbound calls from customers that did not see the message.

2. Customer satisfaction

Non -effective communication results in sub-optimal customer satisfaction. By implementing an omnichannel strategy to their communications, we have seen brands improve their NPS scores up by to 40%.

3. Cost reduction

By providing multiple channels to communicate with the customer, we have cut costs by 10X for the brands.

Real life examples

Want to know more how our products operate in practice? See our customer story page.

About the
integration

Interact with your customers over the channels they love. Use 2-way SMS to offer improved customer service/employee support, and increase satisfaction and retention.

· Conversational Support: Use 2-way SMS to expedite resolution of customer cases.

· Communicate your support ticket status. Ex. When ticket is resolved, send a SMS message to inform your customer.

· Check their satisfaction with provided service by sending a survey over SMS

What channels are part of our integration?

We are currently covering WhatsApp, SMS and RCS, but you can reach out to us to explore the variety of other channels we have in our portfolio (like Viber, Messenger, Telegram etc.)

What challenges are we tackling?

  1. Improve overall customer experience using omni-channel messaging for customer support resulting in faster response times, more consistent messaging, and increased customer satisfaction.
  2. Reduce costs by automating certain types of interactions. For example, by handling customer service requests through messaging could result in reps being able to handle 5-10x the number of requests through messaging as compared to over the phone.
  3. Driving more customer traffic and engagement . Digital channels (ex. SMS, WhatsApp, RCS) are effective means to drive traffic and engagement, but are often underutilized compared to voice interactions that are time intensive.

About the integrator

Infobip

Infobip is an international IT and telecommunications company. It operates a full-stack Communications Platform as a Service with private cloud infrastructure and zero-hop connectivity to telecoms globally.

p-integration-single