[Software] ServiceNow and Adobe partner customer service software to improve applications

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Under the new partnership, when a customer contacts a brand using the ServiceNow and Adobe systems, the customer service agent will be able to see a profile of the user, including what they have purchased or whether they have tried to find help on an Internet site at the past, compiled by Adobe. The goal is to better prepare the agent to handle the customer request.

ServiceNow Inc and Adobe Inc said they would make their software systems work together in an effort to improve the applications used by customer service representatives.

ServiceNow has developed software that large businesses use for internal employees to make requests to their information technology departments, but in recent years it has expanded to sell similar software to customer service departments to handle requests from external users.

Adobe, once known for its Photoshop digital image editing software, has become a major vendor of cloud software that big businesses use to run digital marketing campaigns, giving it insights on things consumers like or dislike about a certain brand.

 

 

Under the new partnership, when a customer contacts a brand using the ServiceNow and Adobe systems, the customer service agent will be able to see a profile of the user, including what they have purchased or whether they have tried to find help on an Internet site at the past, compiled by Adobe. The goal is to better prepare the agent to handle the customer request.

The agreement seeks to "address consumer expectations that any time I contact a brand, whether through a customer service application, website or store, I want to be known and shown the right experience," he said. Amit Ahuja, vice president of ecosystem development at Adobe, during an interview.

Michael Ramsey, vice president of products for customer workflows at ServiceNow, said that customer service departments can use the additional data to resolve customer requests more quickly.

"Consumers want what they want, and they want it now," he said.

Paul Greenberg, CEO of analytics firm The 56 Group, said the deal will help both companies. While Adobe has a significant partnership with Microsoft Corp to combine its marketing data with Microsoft vendor software, the ServiceNow deal is Adobe's first major foray into the world of customer service software.