Infobip's omnichannel messaging solution for ServiceNow enables businesses to deliver 1:1 conversational customer/employee service and support, on the channels they prefer.

**Customer Challenges & Infobip Benefits **

1) Improve overall customer experience using omni-channel messaging for customer support resulting in faster response times, more consistent messaging, and increased customer satisfaction.  

2) Reduce costs by automating certain types of interactions. For example, by handling customer service requests through messaging could result in reps being able to handle 5-10x the number of requests through messaging as compared to over the phone. 

Infobip is a global omnichannel cloud communications platform with 700+ direct mobile network operator connections across 200+ countries and 6 continents – Service & support your end customers with the highest quality, reliability, and transparency wherever they are!  

Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication, security and contact center solutions help clients overcome the complexity of consumer communications, grow their business, and increase loyalty – all in a fast, secure and reliable way.

Interact with your customers over the channels they love. Use 2-way SMS and WhatsApp to offer improved customer service/employee support, and increase satisfaction and retention. 

- Conversational Support: Use 2-way SMS or WhatsApp to expedite communication and resolution of customer/employee cases.
- Check end-user satisfaction with provided service by sending a survey on their preferred channel.
- WhatsApp: Send and receive text, image, video, audio and documents. Leverage multiple senders for use case based message routing.
- Complete conversational transcript between agent and end-user is visible inside Case.

Are you interested in other channels (ex. Viber, RCS or Telegram) beyond SMS? Please let us know.