Text messaging is ubiquitous in today’s culture, even when it comes to customer inquiries. In fact, texting can be both more convenient and more personable.
In this session, we explored how you can proactively set customer expectations at scale, reduce call volumes, and enable agents to leverage SMS to drive memorable customer experiences while leveraging the ServiceNow platform and workflows.
We walked through both common and advanced SMS use cases — automated text alerts, two-way SMS, and real-time SMS customer surveys — all from the comfort of the ServiceNow agent workspace. With an integrated SMS solution, you can deliver a unified agent experience while enabling advanced reporting and analytics to optimize your customer support operations.
Navya Pandiri: SVP Product Management