New Messaging Service drives end-to-end employee and customer experiences

Messaging service for employee and customer experience: A woman sits on a sofa holding a smartphone.

The new world of hybrid work requires creative ways to engage with customers and employees no matter where they’re located. To answer that call, we’ve launched the ServiceNow Messaging Service to provide a seamless experience from issue to resolution.

Built on integration with the Twilio platform, ServiceNow Messaging Service makes it easy for ServiceNow users to integrate SMS and WhatsApp into digital workflows using the Now Platform. That means organizations can interact with employees and customers from anywhere to quickly solve requests.

Keeping the lines of communication open

By enabling two-way communication between businesses and customers, Messaging Service empowers customers to use the messaging services they’re familiar with to seek company help and answers and to request services. As a result, businesses can:

Resolve issues fast.
Unite the front, middle, and back offices with digital workflows.
Break down silos.
Automate processes across teams.

ServiceNow Messaging Service: 2 phone screens showing messages

“With ServiceNow Messaging Service, we are improving customer engagement while supporting customers on the channels of their choice,” explains John Ball, senior vice president and general manager of Customer Workflows at ServiceNow. “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.”

Customers aren’t the only ones to benefit. Employees can quickly and easily get the support they need from human resources, IT, and other departments via WhatsApp and SMS.

Empowering connections

ServiceNow has partnered with Twilio since 2019 to bolster how companies communicate and interact with their customers and employees.

This announcement comes on the heels of new Customer Workflows and Employee Workflows capabilities launched in the Now Platform Rome release. Those include:

Conversation Autopilot – which lets agents transfer chats to virtual agents for repetitive tasks
Customer Service Playbooks: Focused layout – which equips agents with a virtual coach to help them through customer service requests
Rich Messaging – which elevates tasks that require more than simple text, such as appointment booking
Employee Center – a portal where employees can get help, complete tasks, and find personalized information.

ServiceNow Messaging Service is available immediately.