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Walk-up Experience

ServiceNow? Walk?up Experience is a simple way to manage face?to?face IT support requests. With online check?in via the web or Now Mobile app, geo location capabilities, and accurate queue estimates, this application provides a satisfying walk?up support experience for end users and service desk agents.

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Real?time inventory data allows technicians to deliver faster, more predictable service. And IT service managers can use dashboards for insights into average wait times, service times, and CSAT scores to guide staffing and other business decisions.

Benefits

Boost customer satisfaction by providing transparent and efficient face-to-face support experience

Save time via employee online check-in or mobile and live helpdesk updates

Manage demand with full visibility into inventory levels and service times

Application Highlights

Customers can check in with support via online service portal, an on-site tablet, or mobile app

Walk-up Experience in Service Portal

Customers can check in with support via online service portal, an on-site tablet, or mobile app

Queue position and service time estimates improve transparency and boost employee productivity

Walk-up Experience Queue Wait Time Screen

Queue position and service time estimates improve transparency and boost employee productivity

A built-in service satisfaction survey captures customer sentiment immediately

Walk-up Experience service dashboard

A built-in service satisfaction survey captures customer sentiment immediately

Dashboards give insight into average wait times, service times, and CSAT scores

Walk-up Experience service dashboard

Dashboards give insight into average wait times, service times, and CSAT scores

Feature Details

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  • Optimized for Mobile

    Walk?up support customers can enjoy a native, easy?to?use mobile experience built on ServiceNow? Service Portal.

  • Check-in from anywhere

    Remote check?in via a service portal or the Now Mobile app are available for authenticated users. The geo?location service on mobile automatically identifies the nearest location. Otherwise, users can manually select a location for walk?up service.

    On?site check?in may be used for both authenticated users and guests. Guests simply submit their information upon arrival.

  • Appointment scheduling

    Customers can schedule appointments and avoid the time lost waiting in a traditional walk?up queue. If one is unavailable to check in, a colleague can check in for them.

    Customers get appointment reminders and can reschedule or cancel via online or mobile app.

  • Incident deflection

    Contextual knowledge base information appears when the reason for support is entered—providing the user with a chance to self?resolve before entering the queue.

  • Queue position and service estimate display

    On?site queue information is available via a configurable display page. It shows user position in the queue and estimated service time. Outage information may also be displayed, when available.

  • Push and email notifications

    Prevent productivity loss caused by unnecessary waiting. Push and email alerts inform customers when it’s almost their turn.

  • Walk-up fulfillment in agent workspace

    Workspace offers contextual information combined with intelligent work management for an optimized fulfillment experience. This makes it easier for technicians to find answers and process walk?ups more quickly.

  • Customer satisfaction survey

    Monitor your customers’ experiences with a built?in, one?question survey to get feedback after they’ve been served.

  • Automated incident and request creation

    Easily convert a walk?up appointment into an incident or request record without having to reenter relevant information.

  • Inventory management and stockroom integration

    Integrations with stock room and inventory data provide real?time visibility into current asset information, allowing technicians to deliver up?to?date information for the users they service. This allows service agents to provide accurate up?to?dates to users.

  • Service reports and dashboards

    IT service managers can use integrated dashboards to gain insight into wait and service times, as well as CSAT data to guide staffing and other business decisions.

Walk-up Experience is part of ITSM

EXPLORE PRODUCT
// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch
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