Quantum Metric, a product design platform provider, has integrated its session replay technology with ServiceNow to extend understanding of individual customer experiences. Quantum Metric Embedded Replay is available in the ServiceNow store.
Quantum Metric Embedded Replay will be available in all ServiceNow workflows and will allow users to switch to Quantum Metric session replay without leaving the ServiceNow application. Customer service agents can watch 100% of customer sessions in real time, share customer pain points across the organization, and collaborate with teams to prioritize a fix.
The integration allows the following:
- Session search and anomaly detection. Using natural language text or Quantum Metric’s predefined anomaly detection, agents can jump right to key moments in the customer session.
- Simplified escalation process, with the ability to cross-reference session and user details with known issues. With replays automatically associated with incidents, engineering can reproduce and diagnose customer issues.
- Tokenized authentication and default encryption protocols that ensure no personal information is exposed and eliminate the need for ServiceNow users to authenticate with Quantum Metric to view session replays.
“Being able to capture customer insights is table stakes. It’s time we started to focus more on using data to drive action,” said Mario Ciabara, CEO of Quantum Metric, in a statement. “What it takes is the ability to demonstrate empathy at every stage of the customer journey to fuel action with insight. Working with ServiceNow, we will 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.”