The customer service portal that comes out of the box with ServiceNow Customer Service Management (CSM) is great as it is; it is a feature-packed engagement portal ready for use by any customer who implements ServiceNow CSM.
However, during a number of our recent implementations, we have noticed that several organisations have an existing portal that is embedded with their teams and customers, and integrated with their systems. We have noticed 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 looked at other options like doing a URL redirection, building custom APIs or dare I say it… iFrames!
Introducing Engagement Messenger
Engagement Messenger, which 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.
- Provides an in-context experience on existing websites or mobile websites for customers to access services.
- Allows the integration of customer support capabilities via no or low code configuration.
- And 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.