ServiceNow Customer Service Management

Score8.1 out of 10

98 Reviews and Ratings

What is ServiceNow Customer Service Management?

ServiceNow Customer Service Management is a comprehensive software solution that streamlines service operations and enhances customer engagement through digital workflows. It empowers businesses to efficiently route work across front, middle, and back offices so that they can resolve customer issues promptly. By leveraging automation and AI-driven tools, employees can deliver personalized customer service while accelerating the time it takes to resolve issues.

Categories & Use Cases

Videos

Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 8.9
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.7

Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.8
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 7.9
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.5

Most Frequent Users

Top 3 industries using ServiceNow Customer Service Management.

Based on HG Insights installation data

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#1 most frequent

Professional, Scientific, and Technical Services

32.5%

322 installations of 990

#2 most frequent

Information

12.9%

128 installations of 990

#3 most frequent

Finance and Insurance

10.1%

100 installations of 990

Tim Kikke View profile

Head of PMO in Information Technology at Kerv (501-1000 employees)

Use Cases and Deployment Scope

As an overlay for the usual ITSM application to support our customers as an MSP. Customers use email, phone and the ServiceNow Customer Service Management portal to log cases to receive support and deliver requests. We also use the CSM to provide internal IT support to our employees. Support agents also use the included CSM Configurable workspace to manage their customer and internal cases.

Pros

Nice and much more modern looking interface than normal ServiceNow ITSM
Some OOTB workflows work well
Integration with ITSM suite (Incident, Change, Problem, CMDB etc.) all works well OOTB

Cons

Upgrades can be expensive
Some features don't work OOTB without requiring extensive development, which can be costly
Limited templates included

Return on Investment

Enabled us to integrate multiple applications
Accelerated the deployment of our TOM to all aquisitions
Delivered contract and revenue base functionality

Usability

Alternatives Considered

Zendesk Suite, ConnectWise PSA and Datto Autotask PSA

Other Software Used

Microsoft 365, monday.com, Microsoft Dynamics 365

Amrit Kumar Pal View profile

Lead Consultant in Customer Service at ITC INFOTECH (10,001+ employees)

Use Cases and Deployment Scope

We have implemented ServiceNow Customer Service Management (CSM) to improve our customer issue resolution.
This has improved the customer relationships as they are well aware about the cases they have raised as they get timely updates. Also, they can easily connect with the agents if they need any help on their cases. Agents add their comments on the case which are communicated over email and also available on the portal.
Also, the ServiceNow Customer Service Management has made our process streamline which was clumsy before this. Time to resolve cases has drastically improved because of Knowledge base integration with CSM,which helps them to get the solution easily.
CSM also helps to track the KPI's and trends with its various inbult tools.

Pros

Knowledge base available which helps agents to resolve the issues quickly
Omni channel support to connect with agents makes life easier
Portals to get detailed ticket updates

Cons

Setting up the system is a bit complex which needs technical experts.
Cost is also on a higher side as compared to others.
Too many customisation is supported by ServiceNow Customer Service Management which can lead to problems during an upgrade.

Return on Investment

This has improved the resolution time which made customer happy and satisfied.
Communication with customers and within internal team has improved which has increased efficiency.
ServiceNow Customer Service Management easily got integrated with our external tools.

Usability

Alternatives Considered

Atlassian Jira

Other Software Used

Microsoft Teams, Microsoft 365, Postman

Verified User

Consultant in Customer Service (1001-5000 employees)

Use Cases and Deployment Scope

We are using ServiceNow Customer Service Management to deal with our datapipe customers. All the customer interactions happen over ServiceNow Customer Service Management as tasks or projects. We use ServiceNow Customer Service Management as part of our Customer Success Team and also internally to raise our employee service tickets with IT and other team members. This is our scope of using ServiceNow Customer Service Management

Pros

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

Cons

The UI of ServiceNow Customer Service Management can definitely become more interactive
Sometimes searching for tasks or projects become difficult
The customer details sometimes do not come up correctly the account is active but the check mark is not there

Return on Investment

ServiceNow Customer Service Management has a made a positive impact on our customer success management
ServiceNow Customer Service Management has made internal agreements easier when we interact with different internal teams like IT
ServiceNow Customer Service Management had to replace our legacy systems for customer management but that did not happen completely hence that is negative impact on our business

Usability

Alternatives Considered

Marketplacer Salesforce Commerce Cloud Cartridge

Verified User

Contributor in Sales (10,001+ employees)

Use Cases and Deployment Scope

We're using ServiceNow Customer Service Management in our organization for internal IT, Legal and People & Culture support. It is quiet an effective way of managing support tickets.

As a user, I when I raise any ticket I get full visiblity of my case's progress. I can reach out to the support rep working on my case from the tool itself. The commenting option is very helpful to me as some time due to timezone difference the reps or I am not available. So I can just go ahead and leave the required comment in the comment section and whenever the rep comes online. They will start working on my case accordingly.

Pros

Case Management
Keeping record of your support tickets
Everything is centralised

Cons

The user interface can be more interactive
The can be a chat option for immediate assistance
There can be a centralised dashboard where user can get information about their past cases

Return on Investment

ServiceNow Customer Service Management has been used globally in our organization, and I have to say it integrated very well with our CRM
One of our company's core value is "CUSTOMER SATISFACTION" in that aspect ServiceNow Customer Service Management have given pretty strong ROI
Even for internal purposes, ServiceNow Customer Service Management has proven to be very effective

Usability

Alternatives Considered

Atlassian Jira and Zoho Desk

Other Software Used

Microsoft Teams, Microsoft 365, Microsoft Dynamics 365

Marisa Martin View profile

Customer Success - renewals representative at Blackbaud (10,001+ employees)

Use Cases and Deployment Scope

I use service now to submit it tickets for internal system problems, it’s easy to use but can be somewhat slow when using the chat feature which is what I primarily use the software for.

Pros

User friendly
Integration
Easy updates
Simple

Cons

Interfacing
Response time the system can be slow
Effects, the sounds are unnecessary and dated
Responsiveness

Most Important Features

Software errors
Chat
Tickets
New equipment

Return on Investment

Positive in getting problems fixed
Easy to communicate with internal teams
Could be more responsive

Other Software Used

Qlik Analytics Platform, Workday Financial Management/Revenue Management, Salesforce CPQ (formerly SteelBrick)

ServiceNow Customer Service Management

What is ServiceNow Customer Service Management?

Categories & Use Cases

Videos