Enable communication channels
Summarize
Summary of Enable communication channels
This capability enables ServiceNow customers to set up multiple communication channels, allowing their customers to engage through preferred methods such as messaging apps, chat, email, and phone. Integrating these channels within Customer Service Management improves accessibility, customer experience, and case resolution efficiency.
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Key Features
- Consumer Messaging Apps: Integrate popular messaging platforms like WhatsApp, LINE, Facebook Messenger, and Apple Messages for Business. This provides a conversational mobile messaging experience where customers can interact with virtual or live agents directly through their preferred app.
- Chat Channel: Enable chat functionality via the Connect Support feature on Customer Service and Consumer Service Portals. Utilize Virtual Agent with predefined chatbot topics, allowing users to self-serve or escalate to a live agent seamlessly.
- Email Channel: Configure email to create or update cases and provide email notifications. This leverages ServiceNow’s email accounts feature to manage incoming and outgoing emails efficiently.
- Phone Channel: Use Computer Telephony Integration (CTI) to connect third-party telephony systems, such as CCaaS platforms like Amazon Connect or Genesys, to ServiceNow Workspace through OpenFrame and Interaction Controls Component (ICC). This enables agents to handle calls directly within their workspace.
- Omnichannel Callback: Set up voice or video callback requests, customizable to fit organizational requirements, enhancing customer engagement and streamlining case resolution.
Key Outcomes
- Customers can contact support through their preferred communication method, increasing satisfaction and engagement.
- Agents receive integrated tools within ServiceNow Workspace to manage interactions across multiple channels efficiently.
- Virtual Agent capabilities reduce agent workload by automating common inquiries while allowing easy transition to live support.
- Omnichannel Callback improves customer experience by allowing scheduled voice or video callbacks, optimizing support workflows.
Set up multiple communication channels so that customers can contact you through their preferred methods.
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Communication channels overview
Configure communication channels for users to email, call, or chat, and integrate social media channels. This ensures users can reach your team through their preferred method for assistance.
- Consumer messaging apps
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Integrate Customer Service Management with consumer messaging apps to deliver a conversational mobile messaging experience for consumers and customer contacts. Customers can message your company using their preferred app to start a conversation with a virtual or live agent. The following consumer messaging apps can be integrated with Customer Service Management: WhatsApp, LINE, Facebook Messenger, and Apple Messages for Business.
- Chat channel
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The chat communication channel uses the Connect Support feature to provide chat capability from the Customer Service and Consumer Service Portals. You can also enable Virtual Agent to create or use predefined chatbot topics (conversations) for your users.
- Email channel
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Customers can send emails to create cases and update current cases, and receive email updates from agents as cases progress. Customer Service Management uses the ServiceNow email accounts feature to create and maintain email accounts.
- Phone channel
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Computer Telephony Integration (CTI) helps integrate a third-party telephony system to your ServiceNow Workspace via OpenFrame and Interaction Controls Component (ICC). Any third-party Contact Center as a Service (CCaaS) platform (like Amazon Connect or Genesys) can integrate to the ServiceNow CRM Platform. CCaaS can integrate their voice call controls and workflows into their provisioned instance to enable agents to handle phone calls directly within their Workspace.