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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

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

{y}

{name}

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

Florian P.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jun 2022

Great all-rounder Customer Management platform

Likeliness to Recommend

8 /10

What differentiates ServiceNow Customer Service Management from other similar products?

Breadth of features and ease of use

What is your favorite aspect of this product?

The fact that this product covers every step of the customer journey

What do you dislike most about this product?

Can be considered quite costly

What recommendations would you give to someone considering this product?

ServiceNow usually caters to very large and established corporations and might be seen as the Lamborghini of the industry. If you have less than 500 employees in your organization, I would recommend to go for a lower-tier product.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Pratyush R.

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

Validated Review

Verified Reviewer

Submitted Jun 2022

Great Product.Chatbox is amazing.

Likeliness to Recommend

10 /10

What differentiates ServiceNow Customer Service Management from other similar products?

ServiceNow helps you drive customer loyalty with connected digital workflows which join customer service with other departments using AI and workflow to assign, manage, and resolve complex issues end-to-end. Monitor trends as well as products and services to notify your customers when they are affected by issues.

What is your favorite aspect of this product?

Change and Release Management. Virtual Agent chatbot.

What do you dislike most about this product?

No dislikes

What recommendations would you give to someone considering this product?

Customer success management software (CSM) is a vital component of many CS teams' successes. Customer success management software is designed to provide tools to ensure that customers achieve their desired outcomes with a product.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Effective Service

Talon w.

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

Validated Review

Verified Reviewer

Submitted Jun 2022

This product does not disappoint!

Likeliness to Recommend

8 /10

What differentiates ServiceNow Customer Service Management from other similar products?

ServiceNow makes life easier in everyway from there customer support, the product's ease of use and they're supportive documentation.

What is your favorite aspect of this product?

Ease of development.

What do you dislike most about this product?

There is nothing that I dislike.

What recommendations would you give to someone considering this product?

Go for it, ServiceNow is the future of CSM.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

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

Florian P.

Great all-rounder Customer Management platform

Likeliness to Recommend

Pros

Pratyush R.

Great Product.Chatbox is amazing.

Likeliness to Recommend

Pros

Talon w.

This product does not disappoint!

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