With Apizee’s integration in ServiceNow, streamline your customer workflows by enabling agents to access visual remote support and screen sharing directly from their ServiceNow interface. Enhance the customer experience while improving the efficiency of your support teams.
IA PLATFORM, WORKFLOW AUTOMATION
ServiceNow is a leading provider of cloud solutions that transform the way organizations work. Its AI-powered platform automates and unifies workflows across all teams, from IT to HR to customer service. ServiceNow helps companies of all sizes become more efficient, enabling teams to focus on what's essential.
Apizee’s integration in ServiceNow enables customer service agents to enrich their interactions by offering video calls and screen sharing within the ServiceNow interface.
ServiceNow offers a complete environment for customer service management. With Apizee, agents can now initiate a remote visual support session with a single click from any ticket, automatically sending an invitation to the customer via stored contact details in ServiceNow.
During the session, agents can use features like remote snapshots, real-time annotations, and virtual pointer to facilitate communication. All video interactions are tracked and documented in the ticket history, providing full traceability.
This integration adapts various use cases, including onboarding, technical support, pre-diagnosis, visual inspection, equipment configuration, and after-sales service. By combining ServiceNow’s efficient workflows with Apizee’s video chat, you can improve problem resolution and create a seamless customer experience.
Agents can launch a video chat in just a few clicks by simply sending an SMS or email invitation, directly from their usual work environment. By eliminating the need to switch between apps, agents save valuable time and focus on what's most important: providing effective support to customers.
Remote visual support enables agents to see the customer’s issue and quickly understand the problem. They can guide step-by-step the customer to a solution, often resolving the issue on the first contact. Using video calls can significantly reduce resolution time and enhance team expertise.
By using Apizee in ServiceNow, your customers benefit from personalized, real-time support, directly from their smartphone or computer, without having to install an app. As AI becomes more important, this human interaction creates a real connection with your teams. Customers feel guided and reassured throughout the resolution, which strengthens trust and satisfaction.
Agents are equipped with powerful tools for assisting customers: screen sharing to ensure good understanding, virtual pointers to clearly indicate an item, or screen annotations to highlight important information or provide visual guidance. Agents can also take photos remotely during sessions, which are automatically saved to the ServiceNow ticket. These features fostering clear communication and give your agents the means to assist your customers effectively.
Remote video support eliminates the need for on-site visits, whether for technical interventions or customer appointments, saving costs on travel and labor while offering greater responsiveness.
By using Apizee’s remote support within ServiceNow, you can offer a faster, more effective helpdesk service, improving experiences for both agents and customers. Agents have direct visual access to the customer's environment, allowing them to understand and resolve issues quickly. This personalized interaction leads to greater customer satisfaction, reduced ticket resolution times, and improved helpdesk performance.
Video calls enhance complex customer workflows by providing concrete, tailored solutions that meet your clients' needs. Here are some examples of customer service workflows that can be optimized with visual remote support:
1. Customers onboarding
Welcome new customers with live discovery sessions and interactive demonstrations. This enables agents to guide clients step-by-step, building their confidence in using the products. For customers, it is the opportunity to ask questions and get immediate answers.
2. Product returns management
Simplify the return and exchange process to reduce frustration and improve the customer experience. With video calls, you can remotely verify product condition and show customers how to prepare returns to accelerate the process.
3. Diagnostics and troubleshooting
Provide remote visual support that helps customers resolve issues quickly and efficiently. Use screen-sharing, shared annotation and remote snapshots features to guide and assist customers.
With Apizee's integration into ServiceNow you meet customer needs while improving your customer workflows.
Apizee offers advanced tools for effective remote support, including:
Using Apizee in ServiceNow brings many advantages to your customer service, including a higher first contact resolution rate, improved CSAT and a reduced carbon footprint.
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