Mar 17, 2023

ServiceNow Automation Tools to Streamline Support in 2023

Customer service is a tricky business. One minute, you’re dealing with an unsatisfied customer who needs help finding self-service solutions on your company’s website. The next, miscommunication between departments keeps you from knowing where a customer is in the sales funnel, frustrating both of you.

Finding efficient ways to streamline your workflows is essential to avoid issues like this—or at least minimize their impact. ServiceNow helps by integrating with modern API-enabled systems, connectors, and third-party plugins you and your team already use for CSM tasks. 

ServiceNow provides cloud-based workflow solutions that connect your entire company, whether it’s customer support or IT service management (ITSM), allowing you to effectively serve your customers’ needs. It’s powered by the Now platform and offers a unified workflow system and real-time, end-to-end customer analytics.

These four examples of ServiceNow integrations automate common customer support processes, keeping your support team organized.

SupportLogic: Take action on customer sentiment in real time

Of course we’re first on this rundown. SupportLogic pulls your ticketing data from ServiceNow and analyzes it provide you with actionable insights regarding customer signals and sentiment. These insights then predict case escalations and churn, as well as valuable coaching moments.

A bi-directional integration between SupportLogic and ServiceNow pushes the data back to ServiceNow with a write-back plugin. So ServiceNow stores analyzed data and metrics like customer sentiment, attention score, and case and assignment updates, keeping your support data organized in one place.

The integration turns your ServiceNow into a signal extraction machine, using NLP and machine learning to make your team more efficient at escalation management, backlog management, case routing, agent coaching, and customer churn prediction.

The integration keeps your workflow in one place, allowing you to act on customer signals immediately, offering an improved customer support experience for both agents and customers.

Slack: Improve internal communication and collaboration

Support teams that use Slack connect seamlessly internally and can tag team members in specific channels for fast, organized communication. And when they integrate ServiceNow with Slack, agents are able to collaborate with other departments on issues that might affect their ability to seamlessly serve customers without switching between apps.

The integration pulls data from ServiceNow into Slack and allows you to create and manage ServiceNow incidents right within Slack. Say someone on your support team is having issues with their work laptop. They can create an incident with the ServiceNow integration without leaving Slack, or you can submit one on their behalf by tagging them (also on Slack). You’re able to indicate the urgency of the situation in the incident, which IT will see in their designated Slack channel once the incident is submitted.

Incident management is simplified because agents can also add comments or update the state of the incident in Slack.

The integration makes communication between departments faster and simpler. When internal issues get resolved faster, your team is able to better serve customers.

Zoom: Reduce friction points between agents and callers

Zoom’s Contact Center is an AI-powered, omnichannel contact center platform that lets support teams deliver fast and personalized responses to their customers. Integrating Zoom Contact Center with ServiceNow allows agents to make phone calls within their ServiceNow environment without having to leave the platform.

All inbound and outgoing calls are logged within ServiceNow, capturing meaningful data. The “Screen Pop” feature of this integration identifies the callers from their phone numbers and displays a screen with relevant user information, like the caller’s identification. If the caller is an unknown contact, you can create a new user record.

Let’s say a customer who recently purchased a product from your company reaches out to your help desk because they’re having issues. The call is answered but gets disconnected for some reason. The agent who answered can check their Zoom integration within ServiceNow, search the caller’s name (or phone number), and call them back almost immediately. Additional relevant information from the caller can be added to their respective record within ServiceNow as the conversation progresses.

WhatsApp: Engage customers with conversational support

WhatsApp (powered by Twilio) provides international instant messaging and is a powerful tool for customer support to reach customers and engage with them.

Implementing an integration with ServiceNow allows agents to engage in WhatsApp chats right within their ServiceNow workspace, while customers use WhatsApp the same way they would when chatting with friends. Customers can initiate a WhatsApp chat with a virtual or live agent, and conversely, an agent can also start conversations or accept an exchange that began from a WhatsApp chat through the integration. 

Key features of the integration include using the WhatsApp chat to search for ServiceNow articles within the knowledge base of the company (in community posts and knowledge articles), creating a customer service case in ServiceNow, viewing WhatsApp chat details that resulted in a work item being initiated, and automatically capturing interaction details in ServiceNow for simplified data entry (also in ServiceNow), including contact information and any relevant customer notes.

A good example of a use case would be a customer who opted in to receive your brand’s WhatsApp notifications. They then receive a welcome message from customer support. After a few months of using the product, an automated message is sent to the customer on WhatsApp, asking them for feedback. Unfortunately, the customer’s feedback is negative, and they indicate they’re struggling to maintain a charge on the product they bought. The integration shows the WhatsApp conversation in ServiceNow, and a support agent can quickly review the feedback and begin a real conversation with the customer. The agent is able to do this without leaving ServiceNow, and the customer continues chatting in WhatsApp, but the conversation is seamless, thanks to the integration. The agent can then collect more details about the customer’s issue and offer solutions, including articles from the company’s knowledge base or help center.

Explore more ServiceNow integrations to advance your customer service game

In addition to integrating with CSM apps, ServiceNow also offers custom integrations for other aspects of your business. ServiceNow modules include IT Asset Management (ITAM), IT Operations Management (ITOM), IT Service Management (ITSM), and Strategic Portfolio Management (SPM). 

Stop relying on older tech and manual methods to manage your projects and communication, check out ServiceNow’s integration hub.

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