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ServiceNow and Twilio introduce new messaging service

By Ryan Morris-Reade
Fri 22 Oct 2021

ServiceNow has announced the ServiceNow Messaging Service to help organisations drive better service experiences from issue to resolution.
 
By leveraging the Twilio platform, the ServiceNow Messaging Service allows organisations to purchase SMS and WhatsApp directly from ServiceNow, making it easier to integrate popular messaging platforms with ServiceNow workflows quickly. This gives organisations another channel to engage with customers and employees, regardless of their location.

"As the global economy expands at its strongest post‑recession pace in 80 years, organisations must adapt to deliver compelling customer and employee experiences in any environment to thrive in a new economy and a hybrid world of work," says ServiceNow.

According to Gartner, by 2025, 80% of customer service organisations will have abandoned native mobile apps for messaging for a better customer experience.

ServiceNow says its Messaging Service helps organisations 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 companies can resolve issues fast, using 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 organisations 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 organisations must deliver digital experiences that are seamless and effortless for customers," says ServiceNow SVP and GM of Customer Workflows, John Ball. 

"With ServiceNow Messaging Service, we're improving customer engagement while supporting customers on the channels of their choice. This 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 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," says Twilio senior director of Strategic ISVs, Molly Fischer. 

"More than 100 billion messages were sent across Twilio's platform last year, and 97% of messages are read within three minutes. We're proud to further our partnership with ServiceNow and help businesses improve the way they reach their customers on this critical customer engagement channel." 

The announcement comes on the heels of ServiceNow's Rome Platform Release, which includes critical Customer Workflow and Employee Workflow innovations helping companies deliver great end‑to‑end customer service experiences from anywhere, improve employee productivity and satisfaction, and scale automation across the enterprise. 

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