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Walk-up Experience

ServiceNow® Walk‑up Experience is an easily accessible, streamlined channel for capturing and managing face‑to‑face IT support requests. Online check‑in, transparent queue estimates, and automated notifications help customers make the best use of their time, improving the service experience and customer satisfaction.

 

Technicians get real‑time inventory data, allowing them to deliver faster, more predictable service. IT service Managers can leverage dashboards for insights into average wait times, service times, and CSAT scores to drive staffing and other business requirements.

Benefits

Boost customer satisfaction by providing transparent and efficient face-to-face support experience

Save time through online employee check-in and live helpdesk updates

Manage demand with full visibility into inventory levels and service times

Application Highlights

Customers can check in with support online via the service portal or by using an on-site tablet

Walk-up Experience in Service Portal

Customers can check in with support online via the service portal or by using an on-site tablet

Queue position and service time estimates improve transparency and boost employee productivity

Walk-up Experience Queue Wait Time Screen

Queue position and service time estimates improve transparency and boost employee productivity

A built-in service satisfaction survey captures customer sentiment immediately

Walk-up Experience service dashboard

A built-in service satisfaction survey captures customer sentiment immediately

Dashboards give insight into average wait times, service times, and CSAT scores

Walk-up Experience service dashboard

Dashboards give insight into average wait times, service times, and CSAT scores

Feature Details

All
  • Optimized for Tablet and Mobile

    Walk‑up support customers can enjoy a native, easy‑to‑use mobile experience built on the ServiceNow Service Portal.

  • Online Check-in

    Remote check‑in via a service portal is available for authenticated users. On‑site check‑in may be used for both authenticated users and guests. Guests simply need to submit their information upon arrival.

  • Appointment Scheduling

    Customers can schedule appointments for a future time, allowing them to receive service on their terms and removing the variability associated with a traditional walk‑up queue. Customers receive reminders for appointments and have the ability to reschedule or cancel via online check‑in.

  • Incident Deflection

    Contextual Knowledge Base information appears as a customer enters their reason for visiting, giving them the opportunity to self‑resolve before entering the queue.

  • Queue Position and Service Estimate Display

    Onsite queue information is available via a configurable display page, indicating user position in the queue and estimated service time. Outage information may also be displayed, when available.

  • Push & Email Notifications

    Prevent productivity loss caused by unnecessary wait times. Push and email notifications alert customers in the queue when it’s almost their time to be seen.

  • Walk-up Fulfillment in Agent Workspace

    Workspace offers contextual information combined with intelligent work management for an optimized fulfillment experience that makes it easier for technicians to find answers and process walk‑ups more quickly.

  • Customer Satisfaction Survey

    Monitor your service experience with a built‑in, one‑question survey to capture customer sentiment after they have been helped.

  • Automated Incident & Request Creation

    Easily convert a walk‑up appointment into an incident or request record without having to re‑enter relevant information.

  • Inventory Management and Stockroom Integration

    Integrations with stock room and inventory data provide real‑time visibility into current asset information, allowing technicians to deliver up‑to‑date information for the users they service.

  • Service Reports and Dashboards

    IT service Managers can leverage integrated dashboards to gain insight into things like average wait times, average service times, as well as CSAT data to drive staffing and other business requirements.

Walk-up Experience Is Part of ITSM

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