ServiceNow and Adobe combine customer service software to improve applications

(Reuters)-ServiceNow Inc and Adobe Inc said on Tuesday that they will run their software systems together to improve applications used by customer service representatives.

ServiceNow has a long history of manufacturing software. Large organizations can use the software to meet the internal needs of IT department employees. However, in recent years, it has begun to get involved in selling similar software for customer service departments to process customer requests. External customers.

Adobe was once known for its digital imaging software Photoshop, and has grown to become a major seller of cloud-based software. Large companies use the software for digital marketing activities and provide it with data on consumer preferences and behavior. Don’t like a given brand. .

Under the new partnership, when customers use ServiceNow and Adobe systems to contact the brand, customer service agents will be able to view the customer’s information, including the information they purchased or tried to find. The website used in the past was enhanced by Adobe. The purpose is to better prepare the agent to handle customer requests.

The agreement aims to “meet consumer expectations, no matter where I achieve this goal, whether through customer service applications, websites or stores, I hope they know me and show me the right experience.” Adobe Ecosystem Development Vice President Amit Ahuja said in an interview.

Michael Ramsey, vice president of Customer Workflow Products at ServiceNow, said the customer service department can use additional data to resolve customer queries faster.

He said: “Consumers want what they want, and now they want it.”

Paul Greenberg, chief executive of the analytical group The 56 Group, said that the cooperation will help both companies. Although Adobe has established a major partnership with Microsoft Corp to integrate its marketing data into salespeople’s Microsoft software, the ServiceNow deal is Adobe’s first entry into the field of customer service software. Although ServiceNow has extensive experience in helping companies send internal queries to the right location, helping customers answer external consumer questions is relatively new.

Greenberg said in an interview: “They both won, and they will become very valuable to each other.”

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