ServiceNow and Adobe have announced the integration of the software systems so that they can work together. This is an attempt by both the companies to improve the applications which the customer service representatives use.
ServiceNow has been developing software that big organizations have used to field the internal requests from their employees to the IT department of their company. But since the last few years, the company has branched into developing similar software to handle requests from the external customers and to be used by customer service departments martech news.
Adobe, best known for its digital image software, Photoshop has now moved to become a major cloud-based software seller that is used by big organizations to conduct and execute digital marketing campaigns which in turn gives it the data on what is liked by the customers and what is disliked by them about a given specific brand.
This new partnership will enable the customer service representative to see the profile of a customer, whenever the customer contacts any brand via the ServiceNow and Adobe systems. They will also be able to see the data about what the customers have purchased or tried to look for help on a website in the past, which will be pulled together by Adobe.
The aim of this partnership is to help prepare the representative in a better way to handle the requests of the customer. It is also to meet the customer’s expectations of getting the right experience.
This will prove to be beneficial for the customer service providers as well as their customers. The deal aims to “address the consumer expectation that wherever I hit that brand, whether it’s through a customer service app, a website or a store, I want them to know me and show me the right experience,” Amit Ahuja, vice president of ecosystem development at Adobe, said in an interview.
Paul Greenberg, managing principal of analyst firm The 56 Group, said the partnership will help both companies. While Adobe has a major partnership with Microsoft Corp to blend its marketing data into Microsoft’s software for sales people, the ServiceNow deal is Adobe’s first big foray into the world of customer service software. And while ServiceNow has experience helping companies route internal requests to the right place, it is relatively new to helping its customer base field questions from external consumers.
“They both gain and are both going to be very valuable to each other,” Greenberg said in an interview.
References
https://www.martechcube.com/new-partnership-between-servicenow-and-adobe-for-enhanced/
https://www.reuters.com/article/us-adobe-servicenow/servicenow-adobe-pair-their-customer-service-software-to-improve-apps-idUSKBN22H1R0
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