Adobe Inc. (Adobe) and ServiceNow Inc. (ServiceNow) have entered into a partnership deal so that they would be working together with their software systems in an effort to improve apps for the use of customer service representatives. With the help of this new app, the customer agents would be able to help best with the customers’ wants since the app could restore the information on customers’ earlier purchase history.
Adobe and ServiceNow Partnership
ServiceNow, a US-based software company, has been long providing software that large businesses use to field internal requests from employees to their information technology departments. However, in recent years, the company has started developing software for use by customer service departments to handle requests from external customers.
Meanwhile, Adobe, which was once known for its Photoshop digital imaging software, has shifted its focus on providing cloud-based software for the use of large businesses that are associated with digital marketing campaigns. It would provide data to customer service agents about the likes or dislikes of consumers.
Under the new partnership, they both would develop an app through which the customer service agents would easily see a profile of the customer on their website about what he/she has purchased before or tried to find help in the past, pulled together by Adobe. The main objective of developing a refined app was to help the agent to be able to handle the customer’s request better.
Understand More of Customers’ Needs
Amit Ahuja, the Vice President of ecosystem development at Adobe, said in an interview that the deal aimed to “address the consumer expectation that wherever I hit that brand, whether it’s through a customer service app, a website or a store, I want them to know me and show me the right experience.”
Similarly, Michael Ramsey, the Vice President of product for customer workflows at ServiceNow, said, “Customer service departments can use the additional data to resolve customer requests more quickly,” adding that, “Consumers want what they want, and they want it now.”
A managing principal of a firm, The 56 Group, Paul Greenberg said the partnership deal would help both companies and asserted, “They both gain and are both going to be very valuable to each other.” Greenberg added that Adobe, as a major partnership with Microsoft Corp, could blend its marketing data into Microsoft’s software for salespeople while ServiceNow would access Adobe’s big foray into the world of customer service software.
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