ServiceNow Walk-up Experience is a streamlined channel to manage face-to-face IT support requests, and to improve customer experience with IT Service Desk.
Walk-up Experience Get fast, expert help with in-person or remote support for your IT service needs. Resolve issues quickly and improve the hybrid workforce experience. Get Data Sheet
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Benefits of Walk-up Experience Get fast, in-person guidance Provide a transparent, comfortable, and efficient support experience via face-to-face interaction. Scale for any hybrid experience Allow users the flexibility to schedule remote sessions and get live help via online collab tools. Access the experience with a single click Book and manage appointments easily via the self-service portal. Manage demand more effectively Govern real-time visibility into demand and deliver fast, predictable service to employees.
Features of Walk-up Experience Mobile-friendly experiences Give people easy-to-use mobile experiences for finding, booking, and accessing walk-up services. Position and service alerts Let customers see their position in the queue, estimated service time, and any outage information. Self-service portal View active appointments and navigate to online check-in and booking links from one place. Calendar integration Easily track scheduled service with a calendar event via integrated third-party calendaring tools.
Additional features Integrated dashboards Let IT service managers see wait times and use CSAT data to guide business decisions like staffing. Appointment scheduling Schedule or reschedule appointments, get reminders, or cancel online or via mobile app. Incident deflection Give users the chance to self-resolve before entering the queue with contextual knowledge-base help. Inventory data and stockroom integration Give real-time visibility into asset information so technicians can deliver up-to-date information. Automated incident and request creation Convert walk-up appointments into incidents or request records without re-entering information. Push and email notifications Avoid wait times and send alerts to inform customers just before their turn in the queue. Walk-up fulfillment Make it easy for technicians to find answers and process walk-ups with Workspaces integration. Satisfaction survey Monitor customer experiences with a built-in, one-question survey to collect post-service feedback.
Resources See All Resources Solution Briefs ServiceNow® ITSM Overview ServiceNow ITSM Pro and Enterprise Overview Ebooks The Human Experience of IT Service Management Case Studies Airbus Optimizes Logistics Chains with ServiceNow
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Walk-Up Experience is available with IT Service Management. Transform the impact, speed, and delivery of IT.

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You might also be interested in… Incident Management Restore services faster with intelligent routing and built-in collaboration. Now Mobile Find answers, get help, and make requests across departments from a single, native mobile app. Workspaces Improve agent efficiency with a single workspace built to facilitate resolutions. Service Portal Design a self-service user experience with a responsive portal interface.
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