Quantum Metric, Continuous Product Design’s platform for customer-driven digital experiences, has announced integration with ServiceNow to expand insight into individual customer experiences.
The direct embedding of Quantum Metric’s session replay technology into the ServiceNow Platform® closes the insight gap for the contact center, enabling teams to more effectively understand, empathize, and quickly resolve customer failures . Quantum Metric Embedded Replay is available in the ServiceNow Store.
Customer relationships are the main competitive battlefield, and a bad customer experience (CX) can quickly damage a brand’s reputation. Quantum Metric Embedded Replay will be available in all ServiceNow® workflows and will allow users to smoothly pivot to a Quantum Metric session replay without leaving the ServiceNow® user interface.
Customer service agents will have the ability to watch 100% of customer sessions, in real-time, allowing them to gain insight into the exact customer experience and build empathy with each customer experience. . Customer service teams can easily share these customer points of dispute throughout the organization, working with IT and UX teams to prioritize resolution.
Visualizing the experience will also enhance the employee experience, boost productivity, and continually improve the quality of service each agent can provide.
Organizations can improve their use of ServiceNow® and the Quantum Metric Platform by:
- Session search and anomaly detection: Using natural language text or the pre -made Quantum Metric anomaly detection, agents can skip to important moments within the customer session, reducing case resolution time and improving customer satisfaction.
- Streamlined incident escalation process: With the ability to cross-reference session and user details with known issues, agents can reduce the number of escalations. With replays automatically attached to incidents, engineering can easily produce and assess customer issues with speed.
- Secure and seamless access: Tokenized authentication and default encryption protocols ensure that no PII is exposed and eliminates the need for ServiceNow users to authenticate with Quantum Metric to view session replays.
“The ability to capture customer insight is stakes in the table. It’s time for us to focus more on using data to drive action,” said Mario Ciabara, CEO of Quantum Metric. “What is needed is the ability to empathize with every step of the customer journey to stimulate action with insight.Working with ServiceNow, we will empower teams to use empathy and understanding in every customer interaction, while breaking down the loopholes that limit the organization’s ability to change and grow. “
About Quantum Metric
As a pioneer in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform empowers a customer-centered culture, using quantified empathy to align businesses and technical teams to effectively prioritize customers ’needs based on business impact. Today, Quantum Metric draws insights from 20 percent of the world’s internet users, supporting nationally -recognized brands in ecommerce and retail, travel, financial services and telecommunications. In January of 2021, Quantum Metric earned its spot as the first tech unicorn of the year with more than $ 1 billion in valuation and a $ 200 million round of Series B funding.
For more information about Quantum Metric, visit quantummetric.com.