Colorado Springs, CO, USA, April 2022 - Quantum Metric, the Continuous Product Design platform for customer-driven digital experiences, announced an integration with ServiceNow to extend insight into individual customer experiences. Directly embedding Quantum Metric's session replay technology into the ServiceNow Platform(R) closes an insight gap for the contact center, allowing teams to more effectively understand, empathize, and quickly resolve customer frustrations. Quantum Metric Embedded Replay is available in the ServiceNow Store.
Customer relationships are the key competitive battleground, and poor customer experience (CX) can quickly damage the reputation of a brand. Quantum Metric Embedded Replay will be available across all ServiceNow(R) workflows and allow users to seamlessly pivot to Quantum Metric's session replay without leaving the ServiceNow(R) user interface. Customer service agents will have the ability to watch 100% of customer sessions, in real-time, enabling them to gain insight into the customer's exact experience and build empathy with each customer experience. Customer service teams can easily share these customer friction points across the organization, collaborating with IT and UX teams to prioritize a fix. Visualizing the experience will also improve the employee experience, boost productivity, and continue to enhance the quality of service each agent is able to provide.
"Being able to capture customer insight is table stakes. It's time we start focusing more on using data to drive action," said Mario Ciabara, CEO of Quantum Metric. "What's needed is the ability to empathize with every step of the customer journey to fuel action with insight. Working with ServiceNow, we'll empower teams to harness empathy and understanding in every customer interaction, while breaking down the silos that limit the organization's ability to innovate and grow."
Posted by Veronica Silva Cusi, the news correspondent
About Quantum Metric:
As the provider in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform empowers a customer-centric culture, using quantified empathy to align business and technical teams to effectively prioritize customers needs based on business impact. Today, Quantum Metric captures insights from 20 percent of the world's internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications.
ServiceNow is a platform-as-a-service provider of IT service management software. It was founded in 2003 by Fred Luddy, the previous CTO of Peregrine Systems and Remedy Corporation.
Published: Tuesday, April 26, 2022
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