ServiceNow and Adobe partner customer service software to improve applications

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

ServiceNow has developed software used by large enterprises for internal employees to make requests to their information technology departments, but in recent years it has expanded to sell similar software to customer service departments to handle requests from external users.

Adobe used to be known for its Photoshop digital image editing software, and has now become a major supplier of cloud software. Large companies are used to run digital marketing activities to gain insight into what consumers like or dislike a 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 user’s personal information, including what they have purchased or whether they are trying to seek help on the Internet site. In the past, it was compiled by Adobe. The goal is to better prepare agents to handle customer requirements.

He said the agreement is designed to “meet consumer expectations, and whenever I contact the brand through a customer service application, website or store, I want to be understood and get the right experience.” Adobe Ecosystem Development Vice President Amit Ahuja 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 requests faster.

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

Paul Greenberg, chief executive of the analytics firm The 56 Group, said the transaction will help both companies. Although Adobe has established an important partnership with Microsoft Corp. to integrate its marketing data with Microsoft supplier software, the ServiceNow deal is Adobe’s first entry into the field of customer service software.

(Reporting by Stephen Nellis in San Francisco; Editing in Spanish by Ricardo Figueroa)