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ServiceNow

ServiceNow Customer Service Management

Composite Score

8.4 /10

CX Score

8.7 /10

34 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

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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

84 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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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?

0% Negative

0% Neutral

100% Positive

Pros

Performance Enhancing
Enables Productivity
Inspires Innovation
Respectful

Feature Ratings

Average 83

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

Average 81

Business Value Created

Availability and Quality of Training

Ease of Implementation

Breadth of Features

Ease of Data Integration

Quality of Features

Ease of Customization

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

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

Koutarou K.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Aug 2021

Synchronization of multi-system workflows

Likeliness to Recommend

10 /10

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

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

84 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+92 Net Emotional Footprint

How much do users love ServiceNow Customer Service Management?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

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.

Customer Community Management Creation and management of branded and focussed user communities.

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

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

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and 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.

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.

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.

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 Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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 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.

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.

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.

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

Talon w.

This product does not disappoint!

Likeliness to Recommend

Pros

Aaditya S.

Perfect HelpDesk tool.

Likeliness to Recommend

Pros

Koutarou K.

Synchronization of multi-system workflows

Likeliness to Recommend

Pros

Title

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

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

Vendor Support

Ease of IT Administration

Usability and Intuitiveness