What is SMS messaging for ServiceNow?

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SMS engagements for ServiceNow involve integrating a canada phone number list short message service with the ServiceNow platform to enable communications in the form of click-to-text, SMS surveys, or one-way and two-way interactions. Each SMS is routed through ServiceNow’s Advanced Work Assignment (AWA) and pushed to the appropriate agent inbox based on agent availability, skills, and capacity. This process eliminates the need to integrate and manage external flows in other platforms while allowing for better resource allocation and real-time adjustment through a unified agent workspace. Integrated within the ServiceNow workspace, SMS helps complement other AWA routed communication channels, such as embedded voice (CTI) and ServiceNow’s digital channels, to enable a fully omnichannel and single agent workspace.


The impact of contact center SMS for ServiceNow
Research shows that 89% of customers are more likely to make repeat purchases following a positive service experience. Repeat customers means more revenue for your business without the costs associated with retaining new ones. In fact, acquiring new customers can cost up to five times more than keeping the ones you have. The same goes for retaining your existing employees — replacing an employee can cost up to four times the position’s salary. That’s a lot of costs that can easily be avoided by providing satisfactory service and support. An SMS integration with ServiceNow helps deliver the seamless service required to create positive customer or employee experiences. Through automated SMS notifications, templated SMS messages, and the ability to partake in multiple SMS conversations at once, tickets can be resolved faster and more conveniently compared to if every customer or employee waits in a call queue. The decreased number of callers also effectively reduces call wait times and gives agents enough time to provide better quality service to the people who do still call.

3CLogic and ServiceNow SMS integration

ServiceNow SMS integration; out-of-the-box use cases
Given the many ways in which SMS can be leveraged to drive personalized, fast, and convenient service engagements, here are a few examples for how it drives value:

Engage through click-to-text
Click-to-text enables agents to leverage templated SMS responses or create customized messages. This functionality helps create easy, fast, and personalized engagements directly from the ServiceNow workspace. Because of the ServiceNow integration, each message is automatically logged under the corresponding contact record and related tickets, saving time and money. For example, an agent can easily select an available SMS template to quickly share a knowledge article, update on a case, or send an appointment reminder.