In the months from February to April, Zoom’s development can be said to be rapid. Video conferencing providers had to increase their service volume from 10,000 to 200,000 video calls per day, adding 300 million meeting participants per day-and successfully did this without any major problems.
Photography: Girts Ragelis-shutterstock.com
ServiceNow’s Now platform plays a vital role in the background. Zoom uses ServiceNow’s Customer Service Management (CSM) to expand its customer service and provide key communication skills for its global community. ServiceNow CSM also provides proactive case management and personalized self-service options to respond to a large number of customer inquiries.
Ryan Azus, Zoom’s chief revenue officer, said: “Since March, we have scaled up to meet the growing demand for our solutions from businesses and consumers.” ServiceNow enables Zoom to provide outstanding performance in this growth phase. Customer experience. Now, by using ServiceNow CSM, providers can expect a significant increase in productivity and a reduction in service requests.
Zoom chose ServiceNow’s CSM Workflow product to unify its front, middle, and back office teams, and solve and fix problems before customers find them. In addition, CSM helps providers simplify the rapid processing of customer queries.
As a ServiceNow customer and user of the Now platform, Zoom has changed its IT and employee workflows and is implementing other ServiceNow workflow products, including ITOM Health, Field Service Management and ITBM. Zoom also takes advantage of out-of-the-box features, including ServiceNow’s virtual agent (which simplifies customer calls), ServiceNow Integration Hub (which can integrate with existing legacy systems), and ServiceNow Service Catalog (which can provide self-service) solutions.
ServiceNow and Zoom together provide several technology integrations to customize services for their employees. For example, ServiceNow can be configured to provide staff with a comprehensive bot. With ServiceNow Virtual Agent, dozens of the most common problems can be solved quickly and easily. With the help of Zoom Meeting anomaly detection, Zoom can identify delay time, fluctuations and average packet loss.
ServiceNow will automatically create events on behalf of users. Then, you can use AIOps to activate the zoom so that the user can actively use the thumb or thumbs down symbol to rate the meeting. When the user clicks the thumb-down icon at the end of the Zoom meeting, the user’s IT department will be notified of the problem, and the ServiceNow virtual agent will contact the agent to resolve and correct the problem. solve.
After the positive experience of the past few months, Zoom decided to deepen its cooperation with ServiceNow and use the Now Platform, including new AIOps features, to enable its new HaaS (Hardware as a Service) business model. Zoom will also expand the implementation of ServiceNow CSM to provide HaaS customer support.
The cooperation between the two companies has never been one-way. Since 2018, ServiceNow has been a Zoom customer and used Zoom Enterprise to hold video conferences on desktops, mobile devices and meeting rooms for its more than 11,000 employees worldwide. Since the global pandemic, ServiceNow employees working from home have relied heavily on Zoom to stay productive. In addition, ServiceNow plans to replace its previous hardware phone system with Zoom Phone in order to provide its employees with a seamless unified communications experience with a network.
Chris Bedi, Chief Information Officer of ServiceNow, said: “Zoom’s features and user-friendly interface enable our employees to stay productive and have seamless digital conversations with customers. With the launch of Zoom Phone, it’s just a push of a button. Use communication and collaboration features, including connected meeting rooms.
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