Logo ServiceNow
Platforms / ServiceNow

Use 2-way SMS and WhatsApp to expedite resolution of customer cases

About the
integration

Infobip's omni-channel messaging solution for ServiceNow enables businesses to deliver 1:1 conversational customer/employee service and support, on the channels they prefer.

Customer Challenges & Infobip Benefits

  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.

What challenges are we tackling?

1. Lack of customer and employee engagement 

Often customers/employees don't register the message from the brand/enterprise if it wasn’t communicated through their preferred channel. This can lead to increased frustration given their need to call in and check on the case status.

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 by up to 40%.

3. Cost reduction

By providing multiple (and new) channels to communicate with customers and employees on their case, service tickets and incident resolution workflows, we can cut costs by 10x for brands.


SMS features

• Send & receive text messages

• Check end-user satisfaction with provided service by sending a survey on their preferred channel

• Complete conversational transcript between agent and end-user is visible inside Case.

About the
integration

Infobip's omni-channel messaging solution for ServiceNow enables businesses to deliver 1:1 conversational customer/employee service and support, on the channels they prefer.

Customer Challenges & Infobip Benefits

  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.

What challenges are we tackling?

1. Lack of customer and employee engagement 

Often customers/employees don't register the message from the brand/enterprise if it wasn’t communicated through their preferred channel. This can lead to increased frustration given their need to call in and check on the case status.

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 by up to 40%.

3. Cost reduction

By providing multiple (and new) channels to communicate with customers and employees on their case, service tickets and incident resolution workflows, we can cut costs by 10x for brands.


WhatsApp features

  • Send audio, video, image and document files
  • Receive text messages
  • Check end-user satisfaction with provided service by sending a survey on their preferred channel
  • Complete conversational transcript between agent and end-user is visible inside Case.

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