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ServiceNow Customer Service Management

ServiceNow Customer Service Management

What Is ServiceNow Customer Service Management?

ServiceNow Customer Service Management (CSM) serves enterprise-wide customers and streamlines operations to resolve issues quickly with automated workflows. With CSM, you can empower customers to self-serve or seek agent support on any channel. Communicate status updates and resolve issues before customers are even aware they exist with early detection on trending problems. Boost agent performance with a modern, highly configurable UI and a single workspace to manage and see case activity.

Who Uses ServiceNow Customer Service Management?

Enterprise-wide Service, Operations, and Customer Experience Buyer Groups

ServiceNow Customer Service Management Software - ServiceNow Customer Service Management issue status tracking
ServiceNow Customer Service Management Software - ServiceNow Customer Service Management self-service portal

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Reviews of ServiceNow Customer Service Management

Average score

Overall
4.3
Ease of Use
4.1
Customer Service
4.2
Features
4.3
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Jason
Jason
Application Analyst in US
Verified LinkedIn User
Computer Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

ServiceNow A Great Piece of Software

5.0 5 years ago

Comments: We use it to enter tickets for clients experiencing issues with our software. I use it on a daily basis to log these tickets and to keep records of issues that are clients experience.

Pros:

This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.

Cons:

There are times that it can be slow when trying to interact with some of the dashboards.

Verified Reviewer
Verified LinkedIn User
Computer Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Service Now -tools to use for Ticket management

5.0 2 years ago

Comments: I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal access then 80% of your problem is gone. Means you will get all the access for KB and documents which help you to understand any issue or product/ releases.Price is bit high but it is worthy to have Servicenow in your company.

Pros:

first and formost point is, most the module is Workflow driven.for Juniors it is ease to use and learn.coding is minimal.you will get hell lot of examples from Web and Service-now communities to refer. APIs are readily available to integrate with any app.

Cons:

if you report a problem or request for new feature then Servicenow team will take time to review that.then they will plan in their road Map may be it will come in next release like they have different release (helsinki/ geneva) or may be it will not come.this software they are keeping upto date so your team should have developers to fix the issue after each release.but i will say their product documentation is so so So good, it will help to understand and fix anything.

Will
Will
CEO & President in US
Verified LinkedIn User
Information Technology & Services, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

ServiceNow Not for Small and Medium Sized Businesses

1.0 3 years ago

Comments: When this was flagged to ServiceNow Management, they have washed their hands of it and said for me not to get my hopes up that they will do anything. It's clear that I am too small of a business for them to do anything for us. My only option now is litigation.

Pros:

The PROMISED functionality is fine. They never got it to a functional state after a year of "implementation." I do not recommend ServiceNow for small and medium sized businesses because ServiceNow doesn't care about fulfilling their promises because losing a small business is no big deal.

Cons:

I feel that ServiceNow lied to me. I was told that it could integrate with NetSuite, our ERP. ServiceNow referred us to one of their partners for implementation. We bought it in December of 2020. It is now December 2021, and the tool is still not implemented. On top of this, they are contacting me asking why I haven't paid for the second year of the service! We have not been able to actually use the tool once! We are too small of a company for Service Now to do anything about the issue.

Solomon
Project manager in US
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

My Incredibly High Valued Review on ServiceNow Customer Service Management

5.0 2 months ago

Pros:

It is easy to manage our staffs effectively. It has an easy to use and userfriendly interface that is fit for all our employees. It is easy to cut tickets to our customers having issues.

Cons:

There is nothing we liked the least.It delivered to our company's expectations

Ryan
Analyst Developer in Canada
Telecommunications, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Complete Package

4.0 4 years ago

Comments: We are using this ServiceNow CSM as our primary Customer Service tool and we are easily able to manage thousands of cases per day which we have found difficult when using other applications in the past.

Pros:

The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible.

Cons:

ServiceNow's easy of customization can also be its achilles heel. If managed improperly or over-customized it does not take long to make oob upgrade path unsustainable.