Automate SMS messages for convenient notifications

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Automated SMS helps quickly inform customers and canada phone number list employees with relevant updates, reminders, and information based on historical contact data and real-time triggers. Important information such as service outages, appointment reminders, password reset links, suggested continuous learning or knowledge articles, and updates on newly created/updated/closed tickets, can swiftly be communicated without adding additional calls or tasks for the agent. To truly streamline experiences for agents, customers or employees, automated SMS messaging should be integrated into your ServiceNow workflows to complement voice self-service and live agent interactions.

Enjoy simple engagements with two-way SMS
Per a recent study, 59% of Gen Z and Millennials report finding instant messaging or email to be the superior way of “getting things done”, compared to 49% of Gen X and Baby Boomers who indicate a preference for calls and meetings. The generational difference highlights the importance of offering multi-channel support through phone, SMS, and digital channels (such as ServiceNow’s native email and chat) so that every customer's unique preferences can be met. When a customer or employee doesn’t have the time, the need, or simply doesn’t want to make a phone call, two-way SMS messaging is a simple solution to deliver personalized and efficient service in a non-verbal way. Integrated with ServiceNow’s Advanced Work Assignments (AWA), incoming SMS requests are automatically routed to the most qualified agent based on historical information, agent expertise, and real-time identified needs. Once the right agent is identified, an automated screen-pop appears within the existing ServiceNow workspace (such as the Configurable Workspace or Service Operations Workspace) to provide agents with a unified view of contact records, tickets, and engagement data. Through an omnichannel-activated platform, agents can efficiently partake in the SMS interaction, providing the customer or employee with quick and accurate answers to their questions.

Boost response rates and engagement insights with SMS surveys
With a 98% open rate and 45% response rate, compared to 20% and 6% for email, sending surveys through SMS messaging is an effective way for any organization to increase response rates for a comprehensive view of performance and results. Leveraging voice and IVR workflows in ServiceNow, the SMS surveys can be automatically triggered based on real-time events, such as a call ending, a ticket being closed, or a ticket updated with new information. This automated process not only creates consistency where each customer or employee receives a survey in a timely manner, but it also eliminates otherwise manual agent work — freeing up time for your team to focus on other tasks at hand.