ServiceNow Customer Service Management

ServiceNow Customer Service Management

About TrustRadius Scoring
Score 7.6 out of 100
ServiceNow Customer Service Management

Overview

Recent Reviews

Easy to use

7 out of 10
March 23, 2022
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 …
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ServiceNow for Beginner

8 out of 10
February 11, 2022
It allows communication and the logging of tickets across different teams e.g. IT, HR services, Payroll, employee relations. With all this …
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Great tool for ITSM

8 out of 10
May 01, 2021
Service Now is being used across all of the departments in the end user services space to manage IT helpdesk tickets, requests and issues. …
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Popular Features

View all 13 features
  • Ticket creation and submission (9)
    8.8
    88%
  • Organize and prioritize service tickets (9)
    8.0
    80%
  • Expert directory (8)
    7.6
    76%
  • Ticket response (9)
    7.4
    74%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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

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Alternatives Pricing

What is Gist?

Gist is a unified marketing, sales, and support platform. It includes live chat, a help desk, knowledge base, email marketing, marketing automation, opt-in forms, and more.

What is TeamSupport?

TeamSupport is customer support software built for B2B software and technology companies. The solution offers ticket management, a customer and contact database, reporting and analytics, multi-channel support, built-in collaboration tools, and many native integrations.

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Product Demos

Vodafone customer service agents get 360° view with ServiceNow
01:35
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Features Scorecard

Incident and problem management

7.8
78%

Self Help Community

7.4
74%

Multi-Channel Help

7.0
70%
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Product Details

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 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.

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 8.8.

The most common users of ServiceNow Customer Service Management are from Enterprises (1,001+ employees) and the Information Technology & Services industry.
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Comparisons

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Reviews and Ratings

 (53)

Ratings

Reviews

(1-9 of 9)
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Veeral Oza | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller
Review Source
ServiceNow CSM is widely used by many of our customers. It is one of the best products around this area. It has many solutions that helps customers solve their day to day needs around Omni channel interface, case management to log tickets, agent workspace, it also has incident management. With ServiceNow CSM one can manage external customers very efficiently and improve operations.
February 11, 2022

ServiceNow for Beginner

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Vikrant Sehgal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Service now tool is used in our organization for incident, change, problem management & in many more management solutions. We have customized the tool as per our need and using it in our day to day activities. It provide tracking of incident, change management & make our life a little bit easier, hence we can focus more on productive work.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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 datasets related to field services, location data, site details and others. It also houses data from other customer support channels like chat, voice etc.
Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
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