In today’s digital age, there has never been a bigger need for IT support. With an internet driven society for both personal and commercial reasons, having a solution for technical issues is a must for companies the world over. There are plethora of possible options that decrease downtime and keep overall operations running as efficiently as possible. One such solution is a market leader known as ServiceNow.
In a nutshell, ServiceNow promises a range of powerful tools for effectively automating IT services, operations and customer support. One crucial component to ServiceNow is its integration with ScreenMeet – which is a remote support platform.
This rockstar partnership/integration with ServiceNow and ScreenMeet helps companies streamline their remote IT support. Below, we’ll detail how this seamless integration works while showcasing its benefits for businesses.
What is ServiceNow?
It’s a 100% cloud based solution that provides digital workflows, most of which fit into the IT service management (ITSM) department. It easily automates and centralizes all business process and allows the business to effectively manage incidents and service requests . Not only that but it also provides real-time visibility into all its data, thus eliminating a lot of guess work.
Repetitive tasks get automated while it delivers analytical based insights. The end result is that businesses are enjoying massively improved productivity and customer support.
What about ScreenMeet?
ScreenMeet is the ‘left-hook’ in this digital powerhouse integration. It’s an efficient remote support platform that provides simple, yet powerful troubleshooting tools for real-time customer interaction and analysis. By using ScreenMeet, agents can take remote control of a user’s screen on their device (like a laptop or desktop) and help them to resolve technical issues a lot faster than just speaking with them over the phone. ScreenMeet has a very light, browser approach that prevents users having to download any extra software – thus delaying the support process.
Some of the additional benefits of ScreenMeet includes screen sharing, device control, video chat and co-browsing, thus making it a perfect tool for companies needing to up their customer support capabilities.
When two become one…
The seamless integration of ServiceNow remote support and ScreenMeet provides the combined power of two work horses to deliver a full end to end remote support solution to organizations. Support agents don’t need to have multiple software applications open to solve this issue. All they need to do is start a support session using ServiceNow’s workflows and take care of things directly through that. It takes the hassle out of customer support and increases productivity.
Key Features
- Remote Sessions (Instantly)
Agents never have to leave the platform as they can start up a support session from inside ScreenMeet using ServiceNow.
- Data Sessions
All sessions are automatically logged after the incident or service request. This provides lazer accurate reporting and also provides a detailed record of each interaction. This is very important for compliance and/or performance monitoring.
- Multi Platform Support
Whether you’re using a laptop, desktop or table, ScreenMeet’s diverse flexibility offers support across different devices and platforms. Support can be easily and quickly offered to users without any pointless time delays. Get straight to the problem by connecting quickly. This leads to customer satisfaction.
- No Additional Downloads
Because there’s no need to download any additional software due to ScreenMeet’s browser based approach the entire remote support process is sped up significantly.
Benefits of The ServiceNow & ScreenMeet Integration
- Efficiency
With the click of a button, remote sessions can be easily started and the data captured straight in ServiceNow. This reduces the time lost with switching between various tools and software.
- A Better User Experience
From a customer’s perspective, getting instant support without having to download any additional software means that everyone is happy. The ease of ScreenMeet’s software coupled with ServiceNow really gives everyone back their time and provides increased customer satisfaction.
- Data Logging
Every part of the support process is logged from start to finish. This massively helps with auditing and compliance while all the time improving the entire customer support process.
- Cross Platform Integration
Regardless what the user is using for support, whether it’s a phone, laptop or table, ScreenMeet’s support is delivered directly to that device. This is a very important part in today’s ever changing IT environment.
Potential Use Cases
- Internal IT Support
Organization with big internal IT help desks will enjoy having staff that can quickly and effortlessly provide remote customer assistance. This bridges a lot of gaps in the market while decreasing the wait time for the end user.
- Training
The integration can be used for training and on-boarding purposes. For a simple example, IT teams can hand hold new staff through activating their devices or using complicated software applications.
Additionally, companies can leverage this technology during annual corporate events, where teams come together for collaborative training sessions, fostering stronger teamwork and alignment on processes.
The combination of ServiceNow’s IT management capabilities and ScreenMeet’s remote support functionality is allowing organizations to handle tech support on a scale they’ve never seen before. The integration helps reduce waiting times while improving the user experience. By using this integration, IT departments are getting a foot ahead of their competitors. Doing so ensures that the business continues to thrive and grow.
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