Infobip is integrated with ServiceNow to provide enhanced messaging capabilities for ServiceNow customers. The integration improves the customer experience by using two-way messaging for customer support, resulting in faster response times, consistent messaging, and increased customer satisfaction.
Business messaging continues to grow in popularity, reaching 2.7 trillion messages worldwide in 2020, according to Juniper Research.
Through this integration, ServiceNow customers will be able to access Infobip’s omnichannel communications platform. Infobip’s messaging solution for ServiceNow enables businesses to deliver one-to-one conversational customer and employee service and support using their preferred channels, including SMS and WhatsApp. The integration delivers frictionless customer experiences that reach customers where they are.
The benefits of conversational messaging are clear. Previous Infobip clients have been able to reduce contact center costs by up to tenfold while increasing net promoter scores by nearly 20 percent. Others were able to scale quickly and accelerate sales by about six times.
Conversational messaging speeds up communication and helps resolve customer and employee issues faster, unlocking employee and company productivity. Integration reduces costs by automating some interactions. For example, by handling customer service requests via messaging, agents can process five to 10 times the number compared to a phone-based service, as documented in previous Infobip use cases.
Veselin Vuković, VP Strategic Partnerships at Infobip, said: “Creating connected customer experiences is at the heart of what Infobip does. By using the world’s most connected communication platform, we help partners and their clients to unlock new revenue streams and drive loyalty and ultimately growth. Our integration with the ServiceNow Store extends our commitment to the ServiceNow community and enables customers to reap the benefit of rich, conversational channels.”
The integration helps expand the reach of Infobip’s omnichannel communication platform. It also gives ServiceNow customers access to more than 700 direct Infobip carrier relationships worldwide along a wide range of channels through a single platform.
Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication, security, and contact center solutions help clients overcome the complexity of consumer communications, grow their business, and increase loyalty.