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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

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

Abhishek P.

Role: Consultant
Industry: Communications
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2021

ServiceNow CSM is a awesome product

Likeliness to Recommend

10 /10

What differentiates ServiceNow Customer Service Management from other similar products?

Easy to use and as there are separate Portals for the Customer and IT, Support Team, to view and work on the Case, which is a pretty good feature that differentiates from other teams.

What is your favorite aspect of this product?

Reporting and Customer Portal Configuration provided by ServiceNow was easy to implement and the customer was satisfied by that implementation.

What do you dislike most about this product?

I can't say any dislike regarding the CSM product. As any bug, if found, they fix it or provide their workaround and try to improve their product day by day.

What recommendations would you give to someone considering this product?

You should give a try to this product, thus it provides various features which will be helpful to the Organization to grow more and provide more insight to your organization through customer feedbacks.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Krishn G.

Role: Consultant
Industry: Retail
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Feb 2021

Easy to use and best ITSM tool

Likeliness to Recommend

9 /10

What differentiates ServiceNow Customer Service Management from other similar products?

ServiceNow comes with out of box feature that helps business in enabling support system and support ticket. This is great tool for ticket system, service management cycle from development to production and lot of reporting features.

What is your favorite aspect of this product?

ServiceNow provide integration to various applications which can automatically extract information and generate report as part of the service now workflow.

What do you dislike most about this product?

Nothing major but sometime search doesn't give the result with suggestion until provide full Incident ticket number

What recommendations would you give to someone considering this product?

It is great automated tool for incident management. Handle task very efficiently and create very helpful reports.

Pros

Respectful
Fair
Helps Innovate
Continually Improving Product

Latest Research

ServiceNow Customer Service Management

What is ServiceNow Customer Service Management?

Company Details

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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.

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.

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.

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

Abhishek P.

ServiceNow CSM is a awesome product

Likeliness to Recommend

Pros

Krishn G.

Easy to use and best ITSM tool

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

Ease of Customization

Quality of Features

Product Strategy and Rate of Improvement

Vendor Support

Ease of IT Administration

Usability and Intuitiveness