ServiceNow Customer Service Management

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
ServiceNow Customer Service Management	Score 8.3 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

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 Fee

No setup fee

Additional Details

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More Pricing Information

Community Pulse
	ServiceNow Customer Service Management
Considered Both Products	ServiceNow Customer Service Management Tim Kikke Head of PMO Chose ServiceNow Customer Service Management ServiceNow Customer Service Management is much more configurable and "Enterprise-Ready", but doesn't work as well out of the box and doesn't guide you into deploying a service ready workflow. Incentivized Helpful? Amrit Kumar Pal Lead Consultant Chose ServiceNow Customer Service Management Atlassian Jira lacks certain features and process which was delivered by ServiceNow Customer Service Management. Also, flexibility to customise was a point to select ServiceNow Customer Service Management tool. Cost which was high than Atlassian Jira compensated as it improved … Incentivized Helpful? Verified User Contributor Chose ServiceNow Customer Service Management Atlassian Jira was not a cost effective solution for us, and it lacks couple of feaures as well. Zoho Desk however was fulfilling our requirements but Zoho's support systems were not up to our expectations. The support team's response was delayed and resolutions were not … Incentivized Helpful? Verified User Employee 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 … Helpful? Verified User Consultant Chose ServiceNow Customer Service Management Have not used other similar products in the same space, ServiceNow has always been the preferred tool. Incentivized Helpful? Verified User Account Manager 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 … Incentivized Helpful?

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 9.2 10 Ratings 12% above category average
Organize and prioritize service tickets	9.010 Ratings
Expert directory	8.78 Ratings
Subscription-based notifications	9.09 Ratings
ITSM collaboration and documentation	9.39 Ratings
Ticket creation and submission	9.810 Ratings
Ticket response	9.310 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	ServiceNow Customer Service Management 9.5 9 Ratings 17% above category average
External knowledge base	9.58 Ratings
Internal knowledge base	9.59 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	ServiceNow Customer Service Management 9.3 10 Ratings 15% above category average
Customer portal	9.08 Ratings
IVR	9.77 Ratings
Social integration	8.88 Ratings
Email support	9.89 Ratings
Help Desk CRM integration	9.59 Ratings

Best Alternatives
	ServiceNow Customer Service Management
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	SysAid Score 8.9 out of 10
All Alternatives	View all alternatives

User Ratings
	ServiceNow Customer Service Management
Likelihood to Recommend	9.0 (9 ratings)
Usability	8.5 (5 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. Verified User Anonymous Read full review
Pros	ServiceNow We manage internal tickets through ServiceNow Customer Service Management. We raise tickets with IT and other team We manage our datapipe customers through ServiceNow Customer Service Management and it efficiently manages our customer interactions ServiceNow Customer Service Management helps us manage projects and tasks and keep a log of all our migration customers Incentivized Verified User Anonymous Read full review
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 Incentivized Verified User Anonymous Read full review
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. Incentivized Verified User Anonymous Read full review
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. Incentivized Verified User Anonymous Read full review
Alternatives Considered	ServiceNow Atlassian Jira lacks certain features and process which was delivered by ServiceNow Customer Service Management. Also, flexibility to customise was a point to select ServiceNow Customer Service Management tool. Cost which was high than Atlassian Jira compensated as it improved overall customer satisfaction and reduced resolution time by taking help of Knowledge base integration Incentivized Amrit Kumar Pal Lead Consultant 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. Incentivized Verified User Anonymous Read full review
ScreenShots