ServiceNow Customer Service Management
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 AssistanceServiceNow 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
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?
Pros
- Performance Enhancing
- Enables Productivity
- Inspires Innovation
- Respectful
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
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
ServiceNow Customer Service Management Reviews
Albert R.
- Role: Sales Marketing
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Feb 2023
Much more than customer service
Likeliness to Recommend
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
Submitted Oct 2022
Easy incident tracking and change management.
Likeliness to Recommend
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
Submitted Jun 2022
Great all-rounder Customer Management platform
Likeliness to Recommend
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