103 Reviews and Ratings
118 Reviews and Ratings
The relationship building with the entire team at LMI from Sales, to the Account Manager to our Customer Relationship manager and their product Bold360 was excellent. They were always willing to listen to different ideas and try to make them work for us Incentivized
Using it in the application support team is worth it as it is capable of carrying a lot of information. But using it for a Service Desk operation might not be of much use as it won't be used up to its full potential and will be costly as compared to other alternatives available in the market.Incentivized
We’ve built our environment to scale globally and currently leveraging the platform in U.S., LATAM, BRAZIL, APAC, and EMEA.Email integration with Outlook has helped channel emails to agents by skill set.The knowledgebase has shared global articles, which are auto-translated to our fans who engage our brands based on their questions.I want to add kudos to the support received from our Customer Success Manager and Technical Account Manager.
The best ITSM management just in 1 tool.User friendly for no IT people when they must raise a IT issue.It offer very good workflow during incident or request item.Incentivized
Reporting capabilities. I think the dashboard and reporting tool could contain more details in terms of what data is visible and available to the user/administrator.Native mobile applications to provide added support.Improving the beta testing program to use new features before understanding whether the update can be pushed out without causing issues with the end-user.Incentivized
Providing admins/devs with easier mechanisms for providing businss stakeholders with self-service admin capabilities across the platformTutorials on how to be the best at reporting in servicenowGuided tour functionaltiy is a bit rigid and could use more workflow capabilitiesMaking it easier to push form variables to the user so there is more context when providing an approval. The out of box approval UI/form is terrible in my opinion.
Everybody in the company is happy to use ServiceNow. All people are happy to use a user-friendly web tool in order to open IT incidents. IT people can easily support people with a stable and solid tool.Incentivized
Day-to-day use of Bold360 AI (chatbot) use (reviewing new questions, adding new responses, tagging, etc.) is fairly simple, but utilizing more advanced features and custom channeling, etc. typically require escalation to developers and may require additional costs if you want help to implement Incentivized
As a regular user of the ServiceNow platform, including the incident management, change management and enterprise application management modules, I find that I am able to competently use the platform with minimal training and assistance. User guides are available from the vendor if required. The customisable front-end that we use in the organisation as an ordering tool for internal IT services is very easy to use, and makes searching for the required IT service simple for business users.Incentivized
Great customer support management provided by LogMeIn, which gives you a direct line with regular meetings with the company to make sure your implementation is a success. [The] account manager is always readily available as well for engagement. Opportunities though exist in a balance between professional services support and VIP support that can be improved upon more.
We have many levels of interaction with ServiceNow. The first line of support sometimes is not equipped to resolve more complex issues, but the escalation process is clearly defined and followed with limited friction. Our account team is very responsive and willing to brainstorm ideas to improve and increase usage. We also have direct interaction with product teams to see previews of new features and at times to provide input to influence implementation details.Incentivized
I used LivePerson in my previous company. It was the same as BoldChat in terms of being a standalone chat application. But when I started using Bold360, for the very first time I felt I'd found a tool that made chat a really good channel for communications.Incentivized
ServiceNow is by far a better tool over Remedy. Its ability to integrate so seamlessly to so many tools allows for plenty of opportunity to streamline and improve processes. Servicenow has intuitive flows that allow you to quickly pivot if process change. Its adaptiveness is what makes it far better solution over Remedy Incentivized
1. It is not great when they can't seperate apps/products from a particular sku, forcing you to make a business case for a larger portion of functionlity than your current business case seeks to address. 2. ServiceNow reps are able to work with you when economies of scale are projected out. They are willing to start at a desired tier and provide pricing at applicable upgraded tiers
Very easy to use. Capture more data from the Incident and problem management. Easier to escalate and following the change management process to resole the issues.Incentivized
Considerable saving on ticket deflection so return on investmentSaved on extra support engineer recruitment through self serviceEnabled support engineers to concentrate on more complex customer issues as simple and semi-complex issues are generally dealt with through self service--so better quality of service for customers
Ensuring good service support internally and externally has triggered opportunities to sustain good links with everyone and opened the door to more sales and successful business and ServiceNow has been key in all this, so the investment came back to us faster than expected.Incentivized