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Adobe and ServiceNow are partnering to improve customer service and experience management. This reflects ServiceNow鈥檚 strategy to expand beyond ITSM, but this space will be...
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This blueprint will help you assess if using text messaging channels is a prudent avenue to provide your customers with real-time service and support.
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Use the Text-Based Customer Support Acceptable Use Policy to mitigate risks by clearly communicating expectations for both effective and ineffective (or prohibited use) of...
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Use the Text-Based Customer Support TCO Tool to help determine if one or more use cases for text-based support make sense for your organization to pursue.
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Read this phase for an overview of customer service workflows and escalation policies, as well as risk mitigation considerations.
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Ensure traceability for your text-based customer support requirements.
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Read this phase for prioritized requirements for text-based support and a vetted shortlist of the technologies needed to enable it.
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Use this tool to help select a specific use case that matches your organizational needs for text-based customer support.
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The summary template encompasses all activities and delivers an overview of what the strategy will look like in a presentable fashion. Create a defined strategy by...
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Read this phase for a clear direction on the drivers and value proposition of text-based customer support for your organization.
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