Quantum Metric integrates With ServiceNow

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Quantum Metric, a product design platform provider, has integrated its session replay technology with ServiceNow to extend insight into individual customer experiences.

Quantum Metric Embedded Replay will be available across all ServiceNow workflows and allow users to pivot to Quantum Metric’s session replay without leaving the ServiceNow application. Customer service agents can watch 100 percent of customer sessions in real-time, share customer friction points across the organisation, and collaborate with teams to prioritise a fix.

The integration allows for the following:

• Session search and anomaly detection. Using natural language text or Quantum Metric’s pre-built anomaly detection, agents can skip to key moments within the customer session.
• Streamlined incident escalation process, with the ability to cross-reference session and user details with known issues. With replays auto-attached to incidents, engineering can reproduce and diagnose customer issues.
• Tokenised authentication and default encryption protocols that ensure no personal information is exposed and eliminate the need for ServiceNow users to authenticate into Quantum Metric to view session replays.

“Being able to capture customer insight is table stakes. It’s time we start focusing more on using data to drive action,” said Mario Ciabara, CEO of Quantum Metric.

“What’s needed is the ability to empathise with every step of the customer journey to fuel action with insight. Working with ServiceNow, we’ll empower teams to harness empathy and understanding in every customer interaction, while breaking down the silos that limit the organisation’s ability to innovate and grow.”