Qualtrics Partners for Service Improvement App Launch
June 23 2022
Experience management platform Qualtrics and customer workflow products provider ServiceNow have partnered to launch an app that promises to enhance employee and customer service experiences.
Available in the ServiceNow Store, the new ‘Qualtrics Embedded Insights’ solution is the next step in the ongoing Qualtrics and ServiceNow partnership, originally announced in April 2021. The app aims to give IT agents and customer service a a unified view of employee and customer experiences and operational data. Agents and managers can use the app to understand how quickly they have resolved employees ’technology issues, and how employees feel about their experiences working in IT.
In addition, the app gives agents and customer service managers a unified view of customer experience and operational data – making it easier to understand what customers are thinking and feeling, and helping agents to take more immediate action within ServiceNow to improve the overall customer service experience.
Jay Choi (pictured), Qualtrics EVP and Chief Product Officer, EmployeeXM, commented: ‘Technology has become central to employee and customer experiences. A difficult experience can have a lasting impact as people decide where to work and which brands to do business with. Our integration with ServiceNow makes it easier for organizations to provide great experiences from the start, helping employees be more productive at work and customers are more attentive when there are issues.
Web sites: www.qualtrics.com and www.servicenow.com.