This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-888-670-8889 (US/CAN) or
+1-519-432-3550 (International)

ServiceNow

ServiceNow Customer Service Management

Composite Score

8.1 /10

CX Score

8.4 /10

27 Reviews Write a Review

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.

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

{y}

{name}

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

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

Aaditya S.

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

Validated Review

Verified Reviewer

Submitted Sep 2021

Perfect HelpDesk tool.

Likeliness to Recommend

8 /10

What differentiates ServiceNow Customer Service Management from other similar products?

I like how service now brings together all of the tools necessary for modernization.

What is your favorite aspect of this product?

I like that we can personalize our ServiceNow site, which we have branded iServe for our customers.

What do you dislike most about this product?

I do not have any dislike about it at all the communication and staff is great.

What recommendations would you give to someone considering this product?

ServiceNow is a well established platform for Customer Service Management which integrates wonderfully into our existing environment, and creates great transparency for our customer.

Pros

Efficient Service
Acts with Integrity
Helps Innovate
Reliable

Latest Research

ServiceNow Customer Service Management

What is ServiceNow Customer Service Management?

Company Details

Need Assistance?

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

Pratyush R.

Great Product.Chatbox is amazing.

Likeliness to Recommend

Pros

Talon w.

This product does not disappoint!

Likeliness to Recommend

Pros

Aaditya S.

Perfect HelpDesk tool.

Likeliness to Recommend

Pros

Title

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