ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ServiceNow Customer Service Management
Score 7.9 out of 10
N/A
Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…N/A
Pricing
ServiceNow Customer Service Management
Editions & Modules
No answers on this topic
Offerings
Pricing Offerings
ServiceNow Customer Service Management
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional Details—
More Pricing Information
Community Pulse
ServiceNow Customer Service Management
Considered Both Products
ServiceNow Customer Service Management
Chose ServiceNow Customer Service Management
Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting …
Chose ServiceNow Customer Service Management
Have not used other similar products in the same space, ServiceNow has always been the preferred tool.
Chose ServiceNow Customer Service Management
They have a fantastic user interface that helps keep everything in a clean organized process. We've worked with various other solutions to handle these type of business problems with no success. Working with ServiceNow has been a great experience with their team helping stand …
Top Pros
Top Cons
Features
ServiceNow Customer Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ServiceNow Customer Service Management
7.0
6 Ratings
12% below category average
Organize and prioritize service tickets7.66 Ratings
Expert directory7.95 Ratings
Subscription-based notifications7.15 Ratings
ITSM collaboration and documentation4.55 Ratings
Ticket creation and submission9.16 Ratings
Ticket response6.06 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ServiceNow Customer Service Management
4.8
5 Ratings
47% below category average
External knowledge base4.44 Ratings
Internal knowledge base5.15 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ServiceNow Customer Service Management
6.3
6 Ratings
20% below category average
Customer portal7.24 Ratings
IVR5.34 Ratings
Social integration3.54 Ratings
Email support7.45 Ratings
Help Desk CRM integration8.25 Ratings
Best Alternatives
ServiceNow Customer Service Management
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternatives
User Ratings
ServiceNow Customer Service Management
Likelihood to Recommend
7.4
(6 ratings)
Usability
10.0
(1 ratings)
Support Rating
9.0
(1 ratings)
User Testimonials
ServiceNow Customer Service Management
Likelihood to Recommend
ServiceNow
It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
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Pros
ServiceNow
  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
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Cons
ServiceNow
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
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Usability
ServiceNow
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
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Support Rating
ServiceNow
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
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Alternatives Considered
ServiceNow
Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting reports in a timely manner.
Read full review
Return on Investment
ServiceNow
  • The negative impact for my team is the delay in team completing tickets but not a system issue.
  • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
  • Negative impact is that there is no user job aid or helpful tools for new users.
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ScreenShots