Help Lightning has integrated its services with a Silicon Valley-based firm.
The Birmingham-based platform will now be a part of ServiceNow’s customer workflows and employee workflows.
The integrated solution enables remote support, real-time collaboration and problem-solving via a mobile, cloud-based application for customer service agents supporting internal users and external customers. Financial details of the deal were not disclosed.
"The need for remote assistance software has grown exponentially as companies look for ways to improve resolution times and customer satisfaction simultaneously," said Gary York, CEO of Help Lightning. "As a part of ServiceNow's Now platform, we're helping to streamline the agent and customer workflows, enabling agents to quickly identify the issues at hand, eliminating the need for additional support on-site and improving the customer experience."
According to a release, ServiceNow agents can virtually connect with a customer in one collaborative work environment. In blending two real-time video streams, the agent can virtually reach out and interact with what the customer is working on through hand gestures, tools and drawings. If an agent is unable to address an issue with a voice-only call, agents can initiate an augmented reality video call with the customer by simply sending a link via text message. Help Lightning collects data, including activities, pictures and manual screenshots during the call, which can be included in the incident record.
Help Lightning has grown quickly throughout the pandemic as many companies need to resort to less traditional methods of problem solving.
