ServiceNow Messaging Service enables two-way conversations between businesses and customers



ServiceNow announced the ServiceNow Messaging Service to help organizations improve service experiences from problem to resolution.

Leveraging the Twilio platform, ServiceNow Messaging Service enables organizations to purchase SMS and WhatsApp directly from ServiceNow, making it easy to quickly integrate popular messaging platforms with ServiceNow workflows. This gives organizations another channel to engage with customers and employees, regardless of their location, and helps resolve customer requests quickly for a more seamless end-to-end experience.

As the global economy grows at its highest post-recession pace in 80 years, organizations must adapt to deliver compelling customer and employee experiences in any environment in order to thrive in a new economy and environment. 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.”

ServiceNow Messaging Service helps organizations meet increased customer expectations by enabling seamless, two-way conversations between businesses and customers. Customers can find answers, get help, and request service through popular messaging services, and businesses can resolve issues quickly, leveraging the power of the Now platform to unite front, middle and back office with digital workflows, break down silos and automate processes across teams.

ServiceNow Messaging Service also helps organizations respond to employees wherever they are, enabling them to get help and request services across all departments, including IT and HR, via WhatsApp and SMS. .

“COVID has reinforced the importance of putting the customer first, which is why organizations today must deliver seamless and effortless digital experiences for customers,” said John Ball, Executive Vice President and Director general customer workflow, ServiceNow. “With ServiceNow Messaging Service, we improve customer engagement while helping them through the channels of their choice. It 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 extension of the continuing and evolving partnership of Twilio and ServiceNow. Companies have been working together since 2019 to make messaging a central part of how businesses interact with their key stakeholders.

“Digital leaders across industries have understood that communicating with customers in transparent, two-way conversations is the most effective way to build strong relationships with customers,” said Molly Fischer, Senior Director of Publishers of strategic software at Twilio. “Over 100 billion messages were sent to Twilio’s platform last year and 97% of messages are read in 3 minutes! We are proud to continue our partnership with ServiceNow and help businesses improve the way they reach their customers on this essential customer engagement channel.

The announcement follows the Rome Platform version of ServiceNow, which includes critical customer workflow and employee workflow innovations to help businesses deliver end-to-end customer service experiences. wherever they are, improve productivity and employee satisfaction, and advance automation across the enterprise.

Updates from Rome include Conversation Autopilot, which allows an agent to transfer a conversation 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 every step of a customer service request, and Rich Messaging, which elevates tasks like scheduling appointments that require more than just text to deliver a great customer experience. The Employee Center was also announced in Rome, a single, connected portal for employees to find personalized information, complete tasks and get help across all departments.

Availability and additional information

  • The ServiceNow messaging service is generally available today.
  • The Now Platform Rome version is generally available today.


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