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ServiceNow integrates Qualtrics Embedded Insights for customer service

ServiceNow integrates Qualtrics Embedded Insights for customer service

ServiceNow and Qualtrics launched a new app that improves the experience of IT and customer service professionals.

According to Qualtrics and ServiceNow, About 80 percent of IT professionals waste more than 10 percent of their office hours on finding tech inefficiencies. The stats indicate the need for more seamless tech. ServiceNow and Qualtrics addressed the trend with a new integration into ServiceNow.

The app, Qualtric Embedded Insights, allows IT and customer service professionals to get a unified view of the customer experience and employee behaviour. By going through operational data, they should be able to make informed and immediate decisions and promptly respond to customers’ and employees’ needs.

Qualtric Embedded insights

Qualtric and ServiceNow further note that about 70 percent of customers switch between two to three channels (live chat, in-person, phone) to get in touch with the customer representatives — only to resolve an issue they have faced multiple times and provided the data for before. By combining the data accumulated by Qualtrics and ServiceNow, organizations should be able to better understand the experiences better that employees have with tech.

“Technology has become central to employee and customer experiences. A single poor experience can have a lasting impact as people decide where to work and which brands to do business with”, said Jay Choi, Qualtrics executive vice president and chief product officer. “Our integration with ServiceNow makes it even easier for organizations to provide excellent experiences from the start, helping employees be more productive at work and customers feel more heard when issues arise.”  

Tip: ServiceNow’s McDermott tells a story but the chances are it’s true