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
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Real user data aggregated to summarize the product performance and customer experience.
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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
84 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
- Product Experience:
- 96%
- Negotiation and Contract:
- 87%
- Conflict Resolution:
- 87%
- Strategy & Innovation:
- 93%
- Service Experience:
- 93%
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 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
Analytics and Reporting
Contact Center Integration
Intelligent Search
Customer Service Workflow Management
Customer Self Service Capabilities
Customer Service Knowledge Management
Customer Community Management
Agent Scripting
Multi Channel Support
Agent Collaboration
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Availability and Quality of Training
Ease of Implementation
Breadth of Features
Ease of Data Integration
Ease of Customization
Quality of Features
Product Strategy and Rate of Improvement
Vendor Support
Ease of IT Administration
Usability and Intuitiveness
ServiceNow Customer Service Management Reviews
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
Pratyush R.
- Role: Information Technology
- Industry: Engineering
- Involvement: IT Development, Integration, and Administration
Submitted Jun 2022
Great Product.Chatbox is amazing.
Likeliness to Recommend
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