Overview
Product Information on ServiceNow Customer Service Management
What is ServiceNow Customer Service Management?
ServiceNow Customer Service Management Pricing
Overall experience with ServiceNow Customer Service Management
“Access To Change History And Reliable Scheduling Improves Day-To-Day Deployment Tasks”
“Navigating ServiceNow's Challenges in the Competitive CSM Space”
About Company
Company Description
ServiceNow is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes.
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ServiceNow Customer Service Management Likes & Dislikes
I am a regular user of this ServiceNow product, I create my change records for production deployments, patching and configurations that require grid approval, scheduling and workflow management. I like how stable the product has been with no performance issues and easy access to my previous changes and workflow history.
Being new to CSM, ServiceNow wants to become a leader in the industry so they are willing to work with us on our needs to improve the product.
Possibility for customizations, integrations with other applications.
Not an issue as such, I did really need to do the training on this product, intuitive use wasn't working for me. I do still find I can quite nested into the many screens and find it hard to get back to where I want to, but this gets better with more experience.
1. ServiceNow is not designed to handle customer emails, a core service channel in the industry. The email solution for our platform was entirely customized. 2. Out-of-the-box reporting does not support the basic capabilities of every spreadsheet application to calculate a metric from multiple data points (ex. visualize phone service level over time in a chart) 3. It was sold as a low/no-code infrastructure where the business could administrate changes. This is not true in our implementation. Simple enhancements such as adding a option to a drop down list require engineering support.
Finding the right place to change or update information, this is scattered. Additionnally, performance can be slow. Technical debt is easily created.
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Peer Discussions
ServiceNow Customer Service Management Reviews and Ratings
- Manager, Customer Service And Support50M-1B USDTelecommunicationReview Source
Access To Change History And Reliable Scheduling Improves Day-To-Day Deployment Tasks
I have found after a initial struggle in using the system to create change records that the system is now working really well for my requirements. I can now easily create production changes and use the scheduling and workflow features to help with my day to day deployments. I did have to do some training to get to this point but after initial learning curve I am more than happy to use the product. - IT Associate10B+ USDConstructionReview Source
Integration Options Appreciated Though Users Note Performance and Usability Challenges
Easy to use, good documentation and community available. Improvements possible in terms of performance and finding information within the product. - Reservations Sales Agent50M-1B USDServices (non-Government)Review Source
ServiceNow Customer Service Management is loaded with epic features for streamlining customer service operations.
ServiceNow Customer Service Management has given us a fruitful experience in managing our customer service operations which has helped us to satisfy our customers with first class and personalized support services. ServiceNow Customer Service Management has enabled us to advance and streamline our customer services using automation and AI functions, allowing us to offer our customers with just the right support services they are in need of. With ServiceNow Customer Service Management, it has been easy to use analytics reports to monitor all our customer service operations which allows us to make informed decisions during customer support and to take the correct actions to improve our customer support performance. - Administrative, Personnel And Control Of50M-1B USDTravel and HospitalityReview Source
Receive, track and respond customer requests with ServiceNow Customer Service Management
ServiceNow Customer Service Management has been our go-to customer engagement platform and has really helped us to deliver the most satisfying customer support services to our customers and clients. ServiceNow Customer Service Management has metrics that help us to track our customer service operations, making it easy for us to continually improve on our shortfalls in order to meet our customers’ expectations. - ENTERPRISE ARCHITECT<50M USDIT ServicesReview Source
Powerful Platform, But Watch for Hidden Costs
Overall a good experience. Onboarding went smoothly and the platform is stable. However, the recommended Integration Hub could not meet our requirements, which was disappointing.