ServiceNow Introduces New Messaging Service to Help Organizations Connect with Customers and Employees Wherever They’re Located
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ServiceNow Messaging Service (Graphic: Business Wire)
Leveraging the Twilio platform, ServiceNow Messaging Service allows organizations to purchase SMS and
As the global economy expands at its strongest post-recession pace in 80 years, organizations must adapt to deliver compelling customer and employee experiences in any environment to thrive in a new economy and a 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.”1
ServiceNow Messaging Service helps organizations meet heightened customer expectations, enabling transparent, two-way conversations between businesses and customers. Customers can find answers, get help, and request services through popular messaging services, and businesses can resolve issues fast, leveraging the power of the Now Platform to unite the 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, allowing them to get help and request services across departments – including IT and HR – via WhatsApp and SMS.
"COVID reinforced the importance of putting the customer first, which is why today’s organizations must deliver digital experiences that are seamless and effortless for customers,” said
ServiceNow Messaging Service is an expansion of Twilio and ServiceNow’s ongoing and evolving partnership. The companies have worked together since 2019 to make messaging a core part of how businesses interact with their key stakeholders.
“Digital leaders in every industry have figured out that messaging with customers in transparent, two-way conversations is the most effective way to build strong customer relationships,” said
The announcement comes on the heels of ServiceNow’s Rome Platform Release, which includes critical Customer Workflow and Employee Workflow innovations to help companies deliver great end-to-end customer service experiences from anywhere, improve employee productivity and satisfaction, and scale automation across the enterprise.
Availability and additional information
- ServiceNow Messaging Service is generally available today.
- The Now Platform Rome release is generally available today.
1 Source: Gartner Press Release, “Gartner Predicts 80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favor of Messaging by 2025,"
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