ServiceNow Customer Service Management Customer Reviews 2025

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ServiceNow

ServiceNow Customer Service Management

Composite Score

8.6 /10

CX Score

9.0 /10

41 Reviews

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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ServiceNow Customer Service Management Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on ServiceNow Customer Service Management.

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

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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?

0% Negative

0% Neutral

100% Positive

Pros

Performance Enhancing
Enables Productivity
Inspires Innovation
Respectful

Feature Ratings

Average 84

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

Average 81

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

Manas G.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2024

Provides a consistent workflow for enterprises !

Likeliness to Recommend

9 /10

What differentiates ServiceNow Customer Service Management from other similar products?

ServiceNow is a little richer in service functionality.

What is your favorite aspect of this product?

Even individuals without any prior coding knowledge can easily learn and use ServiceNow's low-code, widget-based app builder.

What do you dislike most about this product?

Despite offering customized pricing across a range of subscriptions, ServiceNow is more difficult to grow because to its complexity and cost.

What recommendations would you give to someone considering this product?

In terms of features, software quality, and usefulness, ServiceNow is the ITSM gold standard.

Pros

Performance Enhancing
Efficient Service
Respectful
Fair

Riju M.

Role: Finance
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

Best software for access management

Likeliness to Recommend

10 /10

What differentiates ServiceNow Customer Service Management from other similar products?

UI UX design is easy to access

What is your favorite aspect of this product?

Prompt notifications

What do you dislike most about this product?

Too much of fields to be filled

What recommendations would you give to someone considering this product?

Highly recommended customer service software

Pros

Helps Innovate
Reliable
Performance Enhancing
Effective Service

Manish D.

Role: Operations
Industry: Banking
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2024

One stop solution for service management

Likeliness to Recommend

10 /10

What differentiates ServiceNow Customer Service Management from other similar products?

Ease of use, we can run the scripting to fetch the required results, Easy to integrate the devices into it.

What is your favorite aspect of this product?

Easy maintaining the device records in details, Easy to manage SLAs.

What do you dislike most about this product?

Searches and filters should be more streamlined to give the appropriate results.

What recommendations would you give to someone considering this product?

Definitely a solution to go with if you are looking for complete end to end customer service management solution.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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ServiceNow Customer Service Management

What is ServiceNow Customer Service Management?

Company Details

Need Assistance?

ServiceNow Customer Service Management Ratings

92 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+93 Net Emotional Footprint

How much do users love ServiceNow Customer Service Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

ServiceNow Customer Service Management Reviews

Manas G.

Provides a consistent workflow for enterprises !

Likeliness to Recommend

Pros

Riju M.

Best software for access management

Likeliness to Recommend

Pros

Manish D.

One stop solution for service management

Likeliness to Recommend

Pros

Most Popular ServiceNow Customer Service Management Comparisons

HubSpot Service Hub

Zendesk for Service

Freshdesk

Microsoft Dynamics 365 for Customer Service

Salesforce Service Cloud

Zoho Desk

Title

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