ServiceNow

ServiceNow Customer Service Management

Composite Score

8.1 /10

CX Score

8.4 /10

27 Reviews Write a Review

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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.

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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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

92 Likeliness to Recommend

100 Plan to Renew

86 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+91 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
Inspires Innovation
Respectful

Feature Ratings

Average 83

Customer Service Workflow Management

Analytics and Reporting

Intelligent Search

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Customer Community Management

Multi Channel Support

Agent Scripting

Agent Collaboration

Mobile Customer Care

Vendor Capability Ratings

Average 82

Business Value Created

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Vendor Support

Breadth of Features

Ease of Implementation

Product Strategy and Rate of Improvement

Quality of Features

Ease of IT Administration

Usability and Intuitiveness

ServiceNow Customer Service Management Reviews

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

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

ServiceNow Customer Service Management

What is ServiceNow Customer Service Management?

Company Details

Book a Free Demo Today!

ServiceNow Customer Service Management Ratings

92 Likeliness to Recommend

100 Plan to Renew

86 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+91 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 Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

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.

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.

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

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

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

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

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.

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.

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.

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.

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.

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.

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.

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

Albert R.

Much more than customer service

Likeliness to Recommend

Pros

Oliver K.

Easy incident tracking and change management.

Likeliness to Recommend

Pros

Florian P.

Great all-rounder Customer Management platform

Likeliness to Recommend

Pros

Feature Ratings

Customer Service Workflow Management

Analytics and Reporting

Intelligent Search

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Customer Community Management

Multi Channel Support

Agent Scripting

Agent Collaboration

Mobile Customer Care

Vendor Capability Ratings

Business Value Created

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Vendor Support

Breadth of Features

Ease of Implementation

Product Strategy and Rate of Improvement

Quality of Features

Ease of IT Administration

Usability and Intuitiveness