ServiceNow

ServiceNow Customer Service Management

8.1 /10

What is ServiceNow Customer Service Management?

Great service isn't just the responsibility of the customer service department. Connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction using Customer Service Management.

Company Details

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ServiceNow Customer Service Management Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on ServiceNow Customer Service Management.

93 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+89 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love ServiceNow Customer Service Management?

0% Negative

0% Neutral

100% Positive

Pros

Performance Enhancing
Enables Productivity
Efficient Service
Inspires Innovation

Feature Ratings

Average 85

Customer Service Workflow Management

Analytics and Reporting

Intelligent Search

Customer Service Knowledge Management

Customer Self Service Capabilities

Multi Channel Support

Contact Center Integration

Customer Community Management

Agent Scripting

Mobile Customer Care

Agent Collaboration

Vendor Capability Ratings

Average 83

Business Value Created

Ease of Customization

Ease of Data Integration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Breadth of Features

Vendor Support

Quality of Features

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

ServiceNow Customer Service Management Reviews

Role: Information Technology
Industry: Manufacturing
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Feb 2023

Very good software for IT management

Likeliness to Recommend

9 /10

Pros

Reliable
Performance Enhancing
Enables Productivity
Efficient Service

Albert R.

Role: Sales Marketing
Industry: Consulting
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2023

Much more than customer service

Likeliness to Recommend

9 /10

What differentiates ServiceNow Customer Service Management from other similar products?

Among the most marked differences of this tool from others is that it allows you to efficiently manage each customer request without wasting time and in an organized manner, it also handles a large number of functions that allows you to follow up in less time.

What is your favorite aspect of this product?

What I like is its possibilities to solve problems, it makes it easier to understand what customers are wanting to solve and evaluate improvements, it also allows professionals to follow up on how they respond to these requests and allows them to manage tasks in less time

What do you dislike most about this product?

I have not had any problems with how this tool works

What recommendations would you give to someone considering this product?

Recommended for customer service areas and task management processes and personal follow up

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Oliver K.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2022

Easy incident tracking and change management.

Likeliness to Recommend

9 /10

What differentiates ServiceNow Customer Service Management from other similar products?

It's great for managing all incidents, service requests, tasks, and hardware and software inventory. The tool is used to communicate back and forth with end users.

What is your favorite aspect of this product?

It is easy to use and gives us full visibility into incidents and history maintenance, Can be customized as per user requirements, Ability to aggregate multiple data sources, Easy incident tracking and change management, Good reporting options and panels.

What do you dislike most about this product?

Add helpful user tools to help navigate, Would be nice to add additional chat features

What recommendations would you give to someone considering this product?

well suited for users to generate initial service requests without contacting a service desk.

Pros

Helps Innovate
Reliable
Unique Features
Generous Negotitation

ServiceNow Customer Service Management

What is ServiceNow Customer Service Management?

Company Details

Need Assistance?

ServiceNow Customer Service Management Ratings

93 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love ServiceNow Customer Service Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Community Management Creation and management of branded and focussed user communities.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

ServiceNow Customer Service Management Reviews

Very good software for IT management

Likeliness to Recommend

Pros

Albert R.

Much more than customer service

Likeliness to Recommend

Pros

Oliver K.

Easy incident tracking and change management.

Likeliness to Recommend

Pros

Feature Ratings

Customer Service Workflow Management

Analytics and Reporting

Intelligent Search

Customer Service Knowledge Management

Customer Self Service Capabilities

Multi Channel Support

Contact Center Integration

Customer Community Management

Agent Scripting

Mobile Customer Care

Agent Collaboration

Vendor Capability Ratings

Business Value Created

Ease of Customization

Ease of Data Integration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Breadth of Features

Vendor Support

Quality of Features

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness