What is ServiceNow Customer Service Management?
Great service isn't just the responsibility of the customer service department. Connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction using Customer Service Management.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
92 Likeliness to Recommend
100 Plan to Renew
85 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+93 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love ServiceNow Customer Service Management?
Pros
- Performance Enhancing
- Enables Productivity
- Inspires Innovation
- Respectful
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Analytics and Reporting
Customer Service Workflow Management
Contact Center Integration
Customer Self Service Capabilities
Customer Service Knowledge Management
Customer Community Management
Intelligent Search
Agent Collaboration
Multi Channel Support
Agent Scripting
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Availability and Quality of Training
Ease of Implementation
Breadth of Features
Quality of Features
Ease of Customization
Product Strategy and Rate of Improvement
Ease of Data Integration
Ease of IT Administration
Vendor Support
Usability and Intuitiveness
ServiceNow Customer Service Management Reviews
Krishn G.
- Role: Consultant
- Industry: Retail
- Involvement: IT Development, Integration, and Administration
Submitted Feb 2021
Easy to use and best ITSM tool
Likeliness to Recommend
What differentiates ServiceNow Customer Service Management from other similar products?
ServiceNow comes with out of box feature that helps business in enabling support system and support ticket. This is great tool for ticket system, service management cycle from development to production and lot of reporting features.
What is your favorite aspect of this product?
ServiceNow provide integration to various applications which can automatically extract information and generate report as part of the service now workflow.
What do you dislike most about this product?
Nothing major but sometime search doesn't give the result with suggestion until provide full Incident ticket number
What recommendations would you give to someone considering this product?
It is great automated tool for incident management. Handle task very efficiently and create very helpful reports.
Pros
- Respectful
- Fair
- Helps Innovate
- Continually Improving Product
