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
Rohit M.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2024
Great Customer Service product from ServiceNow
Likeliness to Recommend
What differentiates ServiceNow Customer Service Management from other similar products?
ServiceNow CSM modules brings lots of unique features and the integration capabilities is very good. the customer Experience is also high which is the most important thing.
What is your favorite aspect of this product?
Customization is possible on every part of the product, or even if it is not there we can create the things from scratch to meet the requirements. it is a stable solution so we can scale it to a large extent.
What do you dislike most about this product?
ServiceNow CSM serves the best services to customers but at the other end it is bit expensive, it charges based on license we use.
Pros
- Respectful
- Security Protects
- Performance Enhancing
- Enables Productivity
Cons
- Inhibits Innovation
- Vendor Friendly Policies
- Less Generous
Ramona P.
- Role: Sales Marketing
- Industry: Construction
- Involvement: Business Leader or Manager
Submitted Oct 2023
Easy to use and access ,
Likeliness to Recommend
What differentiates ServiceNow Customer Service Management from other similar products?
Increase more customer
What is your favorite aspect of this product?
Faster and quick access fie our customers
What do you dislike most about this product?
Spend much time for revisions
What recommendations would you give to someone considering this product?
Easy access for all new customer
Pros
- Trustworthy
- Efficient Service
- Effective Service
- Inspires Innovation
Talon w.
- Role: Information Technology
- Industry: Finance
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2023
Great product with easy implementation!
Likeliness to Recommend
What differentiates ServiceNow Customer Service Management from other similar products?
ServiceNow is innovative and always improving their product adding new features keeping up with the competition. All while releasing new features they are also simplifying features that they already have. The implementation of this product is very straight forward and powerful.
What is your favorite aspect of this product?
My favorite aspect of this product is the simplicity of it while providing so many different features.
What do you dislike most about this product?
Most customization requires scripting.
What recommendations would you give to someone considering this product?
Get it as long as you have a developer familiar with ServiceNow, it's a great product!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
