Help Lightning, a provider of remote visual assistance software, as a member of the ServiceNow Partner Program, has integrated with ServiceNow 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.
ServiceNow agents can virtually connect with customers 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 doing through hand gestures, tools, and drawings.
If agents cannot address an issue with voice-only calls, they can initiate augmented reality video calls 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.
"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, in a statement. "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."