The Customer Service Portal that comes with ServiceNow Customer Service Management (CSM) is as great as it comes; it’s a feature-packed engagement portal ready for use by any customer who implements ServiceNow CSM.
However, as we’ve seen with a number of our recent implementations, several organisations already have an existing portal that is quite embedded in their systems as well as their customers. Hence, there is very little appetite to fully replace this (portal) and migrate into ServiceNow. This often leads to challenges in keeping a seamless customer experience, like initiating ServiceNow chat or perhaps raising a new case while outside of the ServiceNow Customer Service Portal. To solve this, customers had to look at options like doing a URL redirection, building custom APIs or dare I say it… iFrames!
Introducing Engagement Messenger
Engagement Messenger that came out in the Quebec release is something to be excited about. Engagement Messenger seamlessly extends the ServiceNow customer self-service experience to third-party portals.
- It provides an in-context experience on existing websites or mobile websites for customers to access services.
- It allows the integration of customer support capabilities via no or low code configuration.
- It goes beyond single widgets to provide a pre-packaged set of capabilities, empowering customers to resolve issues faster.
This means that ServiceNow customers can now manage the end-to-end user self-service experience in one central location (ServiceNow), and deploy that experience where it’s most convenient for their end-customers.
Are you interested in taking full advantage of these and other features available in the Quebec release? Enable Professional Services can help with our Fast Track Upgrade Package.
For 10k, Enable can get you to Quebec FAST through Enable’s Fast Track Upgrade Package.