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ServiceNow Customer Service Management

ServiceNow Customer Service Management

Overview

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...

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Learn from top reviewers

Easy to use

Rating: 7 out of 10
March 23, 2022
IncentivizedVetted ReviewVerified User
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 so...
Continue reading
Marisa Martin
Representative - Other
Customer Success - renewals representative
Blackbaud
ServiceNow Customer Service Management4 years of experience

ServiceNow for Beginner

Rating: 8 out of 10
February 11, 2022
Vetted ReviewVerified User
It allows communication and the logging of tickets across different teams e.g. IT, HR services, Payroll, employee relations. With all this interconnectivity, everyone can trac...
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Verified user
Employee
ServiceNow Customer Service Management3 years of experience

Great tool for ITSM

Rating: 8 out of 10
May 1, 2021
IncentivizedVetted ReviewVerified User
Service Now is being used across all of the departments in the end user services space to manage IT helpdesk tickets, requests and issues. It is also used to manage different ...
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Verified user
Consultant
ServiceNow Customer Service Management4 years of experience

ServiceNow: A Great Tool for Bankers

Rating: 6 out of 10
April 28, 2021
IncentivizedVetted ReviewVerified User
Used across the whole organization. Too cumbersome and not easy to locate items when asking for help. Would recommend a job aid or help tool to assist new users. I find myself...
Continue reading
Verified user
Supervisor
ServiceNow Customer Service Management5 years of experience

ServiceNow makes Business Impact!

Rating: 8 out of 10
April 24, 2021
IncentivizedVetted ReviewVerified User
We have a variety of tickets and processes internally that can be extremely complex. We currently use [ServiceNow Customer Service Management] to help us have an prioritizatio...
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Verified user
Account Manager
ServiceNow Customer Service Management3 years of experience
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Pricing

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ServiceNow Customer Service Management

ServiceNow Customer Service Management

N/A
Unavailable

What is ServiceNow Customer Service Management?

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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

16 people also want pricing

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Product Demos

Webinar | Intelligent Customer Service With ServiceNow Customer Service Management

YouTube

ServiceNow Customer Workflows (CSM) Demo | What are customer workflows?

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7
Avg 8.1

Self Help Community

Features that allow customers to self-service for support issues.

4.7
Avg 7.8

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

6.3
Avg 7.8
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Product Details

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.

The platform's proactivity in monitoring products and services enables it to identify potential issues before they occur, helping customers avoid disruption by initiating timely action. Customers can reach out for answers or request support from the relevant teams directly from their preferred channels of communication without any delay. The software's self-service capabilities powered by workflow automation enable it to handle common requests instantly while reducing volume in contact centers. With its ability to unify front, middle, and back offices on a single platform, ServiceNow Customer Service Management offers full visibility into issue status, reduces resolution timeframes, and improves the agent and customer experience overall.

ServiceNow Customer Service Management Video

Using ServiceNow, customer service agents at Vodafone—the world’s largest telecom company—now have a 360° view of the customer, along with one app that helps them provide excellent service. Their productivity is up 45% since deploying ServiceNow.

ServiceNow Customer Service Management Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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 as well. ServiceNow Field Service Management is available as an add-on via a separate license, and it allows users to connect field service with other teams and mobile tools to quickly respond to and prevent issues.

Reviewers rate Ticket creation and submission highest, with a score of 9.2.

The most common users of ServiceNow Customer Service Management are from Enterprises (1,001+ employees).
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Comparisons

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Reviews From Top Reviewers

View all reviews
(1-5 of 6)

Easy to use

Rating: 7 out of 10
Incentivized
March 23, 2022
MM
Marisa Martin
Customer Success - renewals representative
Blackbaud (Computer Software, 10,001+ employees)
Vetted Review
Verified User
ServiceNow Customer Service Management
4 years of experience
View profile
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
Likelihood to Recommend
This is a good system to submit internal problems with personal systems, this is not the best system for submitting new software requests. The catalog has lots
of different problems and it can be misleading what is available
for each position/role at the organization

ServiceNow: A Great Tool for Bankers

Rating: 6 out of 10
Incentivized
April 28, 2021
Verified User
Supervisor in Corporate
Banking Company, 1001-5000 employees
Vetted Review
Verified User
ServiceNow Customer Service Management
5 years of experience
Use Cases and Deployment Scope
Used across the whole organization. Too cumbersome and not easy to locate items when asking for help. Would recommend a job aid or help tool to assist new users. I find myself spending a lot of time locating what I'm requesting assistance for. It does keep track of tickets submitted every step of the way which is very useful but does not provide a name to reach out to for assistance and/or questions.
Pros
  • Easy log in
  • Easy to view screens
  • Easy to track
Cons
  • Need a aid on how to use the system.
  • Functionality to scroll down should not be too sensitive.
  • Adding user helpful tools to help navigate.
Likelihood to Recommend
Well suited to maintain a record of all tickets.

ServiceNow will take care of all your ticket management needs.

Rating: 8 out of 10
Incentivized
November 01, 2020
Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employees
Vetted Review
Verified User
ServiceNow Customer Service Management
3 years of experience
Use Cases and Deployment Scope
ServiceNow is utilized by several teams, mainly the IT crew to manage all incidents, service requests, tasks, inventory of both hardware and software. The tool is used to communicate back and forth with end users and the help desk. We also assign software licenses and hardware items via the tool.
Pros
  • 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.
Cons
  • Reporting could be more granular.
  • Slow loading pages more often than not.
  • Updating of categorization can take a long time to propagate.
Likelihood to Recommend
If you're looking for something simple and easy to use for a few thousand people, SNOW is it. Simple top to bottom filling out of forms can be trained to almost anyone within a few days. The autocomplete feature for most fields is an excellent time-saver. The only issue with reporting is that sometimes you're missing certain information that you may need, like tasks vs incidents.

ServiceNow for Beginner

Rating: 8 out of 10
February 11, 2022
Verified User
Employee in Information Technology
Internet Company, 51-200 employees
Vetted Review
Verified User
ServiceNow Customer Service Management
3 years of experience
Use Cases and Deployment Scope
It allows communication and the logging of tickets across different teams e.g. IT, HR services, Payroll, employee relations. With all this interconnectivity, everyone can track the status of their ticket and resolution can be sent to the user through email. It also manages the most common user error and time spent to resolve an issue. After using analytics, our team was able to streamline our process to ensure there are non repetitive processes and bottleneck between groups.
Pros
  • IT ticket
  • Cross organizational tickets
  • Payroll quick messages
  • Templates for ticket resolution
Cons
  • Integration from other apps in the cloud services like phone lines
  • Data management storage
Likelihood to Recommend
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.

ServiceNow makes Business Impact!

Rating: 8 out of 10
Incentivized
April 24, 2021
Verified User
Account Manager in Sales
Computer Software Company, 10,001+ employees
Vetted Review
Verified User
ServiceNow Customer Service Management
3 years of experience
Use Cases and Deployment Scope
We have a variety of tickets and processes internally that can be extremely complex. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use [ServiceNow Customer Service Management] across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
Pros
  • Prioritization
  • Technical requirements for answering questions
  • Providing easy user interface
Cons
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
Likelihood to Recommend
As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
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