ServiceNow Japan LLC (Headquarters: Minato-ku, Tokyo, President: Masashi Murase, hereinafter referred to as ServiceNow Japan), which provides digital workflow solutions, is today LINE Corporation (Headquarters: Shinjuku-ku, Tokyo, President: Tsuzawa Go) LINE is LINE LINE WORKS is a business communication tool provided by Works Mobile Japan Co., Ltd. (Headquarters: Shibuya-ku, Tokyo, President: Yutaka Ishiguro, hereinafter referred to as Works Mobile Japan) We are pleased to announce , We have established contact with ServiceNow’s customer service management department to adapt to the query response solution model of various applications and scenarios.
First of all, as the first solution, we will provide the “Child Abuse Counseling and Response Plan” from October.
Not only many companies, but also local governments and non-profit organizations are developing support services to solve various problems of customers and citizens. However, because the response and processing procedures after receiving the consultation at the counter were not properly handled, the processing was delayed, or the communication with the designated person became a black box. Many problems have become obvious, such as difficulty in understanding the organization’s response status.
By linking the official LINE account and LINE WORKS with ServiceNow’s customer service management, ServiceNow Japan has implemented a highly versatile query response solution model, thereby achieving an excellent customer experience. By combining communication in the customer service center (such as accepting customer inquiries and conversations on LINE) with back-end workflows that improve customer response, we can achieve cross-departmental information sharing to solve problems and understand response status. simplify. In addition, customer satisfaction can be improved by responding to each customer’s different queries quickly and individually.
ServiceNow Japan is the first company to use this solution model to deal with the pressure of self-restraint life due to the spread of the new corona virus infection. The number of child abuse counseling cases sent to the Child Counseling Office is increasing. We will begin to provide “Child Abuse Counseling Solutions”.
By using this solution, when residents inquire through LINE official LINE accounts established by companies and various organizations that provide services related to child abuse consultation, ServiceNow’s chatbot will ask about the content of the consultation and automatically issue a query ticket. create. According to the content of the ticket created, the responsible personnel and response priority will be sorted. The assigned staff will have a dialogue with the inquiring residents and the supervisor of the staff in charge of LINE WORKS to solve the problem. In addition, employees can use the customer service management of LINE WORKS to update and confirm the response status (including improvement measures) and the log information of this conversation, and can respond quickly to solve the problem. ..
The solution was developed by ServiceNow’s partner System Support Co., Ltd. (headquarters: Kanazawa City, Ishikawa Prefecture). As a solution package, it will be sold in the ServiceNow store in October, which is a business application provided by ServiceNow. market. Plan to do something.
In the future, in addition to child abuse consultation and response solutions, we plan to use the query response solution model and gradually provide it as an incident response solution for maintenance and non-life insurance.
Kiyotaka Eguchi, the executive officer of LINE Corporation in charge of public policy and corporate social responsibility, stated as follows.
“We are very pleased to be able to cooperate with ServiceNow and LINE WORKS to develop and release a new solution model. LINE has been using the communication application LINE to develop consulting business for a long time. We hope that these three companies will provide services to improve user satisfaction and Operational efficiency, while maximizing the use of our knowledge, technology and know-how. We will start by providing “child abuse consultation and response solutions”, but we hope to use this collaborative model to solve various problems in the future. “
Said Yutaka Ishiguro, President and CEO of Works Mobile Japan Co., Ltd..
“We welcome the release of Service Now, LINE WORKS and LINE’s collaborative solutions.
As more and more local governments and general companies use telephones and LINE official accounts to answer inquiries from residents and customers, this collaboration will manage the content of inquiries and assign personnel responsible for inquiries. , Customer and employee communication, these are all one-stop solutions. By cooperating with the front-end LINE and LINE WORKS and the back-end Service Now, we will provide higher-value solutions for local governments and general companies. “
Masashi Murase, Executive Officer and President of ServiceNow Japan GK said:
“Now Service Japan is pleased to be able to provide a query response solution model with Works Mobile Japan and LINE. We have achieved cooperation with a back-end system that uses LINE as a communication portal. This time, LINE WORKS links ServiceNow with ServiceNow, It can realize smooth communication between the inquiring party and the corresponding party based on an appropriate workflow suitable for the business, thereby providing an effective and fast solution. I firmly believe that this model is a transparent cooperation with the back-end business while maintaining the familiar SNS operation It feels, and it truly embodies the digital experience that represents the ideal future business system. In the future, we will provide each company’s customers with a cross-domain solution model.”
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