Whispir application transforms service management through streamlined workflow communications, bridging the gap between people, processes and the information needed for timely IT incident resolution and increased customer service.
Email alone cannot provide the necessary cut through for key messages and major incident warnings that need an urgent response. Whispir’s advanced solution for ServiceNow® empowers service management teams with timely and relevant operational insights, delivered to the right person, through SMS, voice, or conference calls.
This improved situational awareness enhances service levels through faster incident resolution, reduced support calls, and an overall improvement in customer engagement levels.
With Whispir you can extend the reach of your communications with email, SMS & voice channels, providing an actionable communications solution to often complex problems - implemented in minutes.
The plugin allows two way communication where is messages sent can have responses received for them and trigger in automated flows based on the response content.
Features
- Increased response rates - Enhanced messaging capabilities – add SMS, Email, Voice and Conference calls to existing workflows.
- Easy set up and install - Integrate into your existing ServiceNow instance in less than 10 minutes.
- Instant conference calls - Rapidly escalate issues, gather and inform teams during incidents or disruptions.
- Direct messaging - Send updates to single or multiple users outside of your normal business process and workflows, while maintaining a full audit trail.
- Central contact management - All of your contacts are stored in your ServiceNow instance, meaning improved management and cost reductions.
- Triggered workflows - Allows users to configure workflows that automatically trigger communications when information is created or updated within ServiceNow
- View analytics - Report on message responses during the situation to review, escalate and make decisions quickly. Plus post mortem analytics deliver improvements to your response times and operational efficiencies.
- Response actions - Responses are instantly passed back into ServiceNow via Whispir callbacks, and callback actions. These can be used to trigger subsequent workflows automatically with total control on the response content.
- Resolve incidents faster - Be alerted immediately as incidents occur and reduce the time needed to restore critical services.
- Reduce support calls - Streamline automated communications during disruptions to users through their preferred channel - including internal stakeholders and external customers.
- Improve customer service - Pro-actively inform users of planned and unplanned outages through their preferred channel at the right time.
- Rapidly gather and inform response teams - Automated conference calling to rapidly gather and enact response teams and escalate issues.
- Audit and analyse - Gain deeper insights into your incident response and management processes and reduce costs.