ServiceNow Notifications – Twilio to Drive Better Customer Service Experience

ServiceNow messaging service Notifications has leveraged Twilio SMS and VOICE platform to respond fast to IT issues and outages. Gartner, a technology research and consulting company, predicts that about 80% of customer service organizations will have left native mobile apps for messaging by 2025. It is likely to improve customer experiences. Note that Notification ServiceNow is a unique feature of Now Platform, and it is activated by default. Read here more about how ServiceNow Messaging Service will bring changes and advance customer experiences concerning some quotes from Twilio and ServiceNow officials.

Notification ServiceNow to meet heightened customer expectations

Business enterprises, irrespective of their sizes and types, can leverage the potential of the Now Platform to streamline the front, back, and middle office with digital workflows. It will help them automate processes across teams and break down silos. Twilio SMS and Voice trigger incident alerts and speedy on-call scheduling. Both features also streamline communications effectively.

John Ball, the SVP and GM of customer workflows at ServiceNow, says, “COVID reinforced the importance of putting the customer first. That is why today’s organizations must deliver digital experiences that are seamless and effortless for customers.” He adds, “With ServiceNow Messaging Service, we are improving customer engagement while supporting customers on 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.”

Interestingly, the new service added with the Rome release a few months back offers employees another channel for better communication. Notification ServiceNow lets business organizations connect ServiceNow into SMS and WhatsApp into ServiceNow. Now, you will get better solutions through popular messaging services to get help, find answers, and request services.

“In every industry, digital leaders have figured out that messaging with customers in a transparent, two-way conversation is the most effective for building strong customer relationships,” expresses Molly Fischer, Sr. director of strategic ISVs, Twilio. He adds, “Twilio’s platform sent more than 100 billion messages last year, and people read about 97% of messages within 3 minutes! We are proud to condense our partnership with ServiceNow and help businesses improve the way they reach their customers on this critical customer engagement channel.”

Critical Employee Workflow and Customer Workflow innovations, discussed in ServiceNow’s Rome Platform Release, enable companies to deliver enhanced, end-to-end customer service experiences from different locations. Ultimately, it results in higher employee productivity and satisfaction and scale automation across the enterprise.

ServiceNow® Notifications: Key facts

The ServiceNow® Notifications app smartly creates system notifications, manages system email, and configures the system’s response to inbound email. With the Rome release, Notifications was updated and enhanced. The highlights of Rome release Notifications include:

• Setting up notifications to alert users of record changes
• Sending email directly from any record (problem, incident, or change request)
• Saving time while responding to emails manually by configuring the instance

What is new in the Rome release?

• New provider notification action capabilities
• Provider notification to notify additional recipients
• Destination type Auto Opt-in field value
• Email client response template
• Link Actions to the Content related list

When it comes to ServiceNow SMS integration, ServiceNow experts from India can help business enterprises get more from their customer services and improve customer service experience.

ServiceNow Notifications is an extension of the ongoing partnership of Twilio and ServiceNow. Both companies have collaborated to make messaging a core part of business interaction with stakeholders.


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