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
Talon w.
- Role: Information Technology
- Industry: Finance
- Involvement: IT Development, Integration, and Administration
Submitted Jun 2022
This product does not disappoint!
Likeliness to Recommend
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
Submitted Sep 2021
Perfect HelpDesk tool.
Likeliness to Recommend
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
Koutarou K.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Aug 2021
Synchronization of multi-system workflows
Likeliness to Recommend
What differentiates ServiceNow Customer Service Management from other similar products?
For internal query management and knowledge management, it's very beneficial. Assigning responsibility for a query is made simple, anybody other than the person assigned to a watch list may track progress on a response, and a report showing the number of cases and response status can be readily understood. Each query's response, as well as its context, may be documented in a work note. This allows the department to better manage the content of its responses. Due to their ease-of-use and variety of features, they are appealing to even those with little or no IT experience.
What is your favorite aspect of this product?
However, from a user's perspective, I think it was very cumbersome to replace the previous tools and now utilize them. It appears to be convenient for managers and others to use this kind of communication. Some internal consultation and knowledge management is in order. As a result of being able to distinguish between general, legal, and labor information, it is much easier to find and use in the field.
What do you dislike most about this product?
As a result of their length, I'd much appreciate it if you could disseminate them quickly using a URL shortening service. Please let me know what else you can do to improve your business, as it would be incredibly helpful.
What recommendations would you give to someone considering this product?
The system is, in my opinion, extremely adaptable. In the past, Google Forms legal approval. This is the Japanese term for a request for an advance payment. Approval through Slack is another workflow. In the corporate world, Slack is a general-purpose tool for communication. Numerous expansions did not deter individuals from consolidating.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing