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
“ServiceNow Customer Service Management is loaded with epic features for streamlining customer service operations.”
“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.
Company Details
Do You Manage Peer Insights at ServiceNow?
Access Vendor Portal to update and manage your profile.
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: ServiceNow Customer Service Management
Deciding Factors: ServiceNow Customer Service Management Vs. Market Average
Performance of ServiceNow Customer Service Management Across Market Features
ServiceNow Customer Service Management Likes & Dislikes
ServiceNow Customer Service Management provides us with a team-shared workspace that allows us to work together and collaborate on our customer service operations. ServiceNow Customer Service Management provides us with various engagement channels that help us to have multiple ways of delivering support services to our customers. ServiceNow Customer Service Management has advanced AI and automation functions which help us to speed up our support services and offer our customers with accurate and personalized services. ServiceNow Customer Service Management has outstanding performance analytics features that help us to track our performance in delivering customer services, making it easy to identify areas where we need to make improvements.
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.
ServiceNow Customer Service Management has a streamlined user interface which helps us to handle all customer requests with ease and respond to them quickly and effectively. ServiceNow Customer Service Management offers outstanding metrics and analytics that help is with insights on how to improve our customer service delivery to match our customer needs. ServiceNow Customer Service Management has excellent customer engagement tracking features which allows us to monitor all customer cases to ensure all customer requests have been fully resolved.
We have been using ServiceNow Customer Service Management for a long time and we have never encountered any challenges or had any that we don't like about it.
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.
We have not encountered any setbacks while using ServiceNow Customer Service Management and we definitely have nothing to dislike about it.
Top ServiceNow Customer Service Management Alternatives
Peer Discussions
ServiceNow Customer Service Management Reviews and Ratings
- 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. - HR Manager50M-1B USDHealthcare and BiotechReview Source
The Interface is Engaging for Staff But Requires Customization
Overall, my experience has been positive. The interface presented to our staff is engaging and supportive, which is important for any HR function focused on employee experience. From an administrative standpoint, there are opportunities that could enhance functionality. Having a dedicated resident expert to customize configurations and fully leverage available features would significantly improve setup efficiency in the long run. - Assistant DirectorGov't/PS/EdEducationReview Source
Navigating User Experience: The Case of an Internal CRM Platform
My organization uses this platform and program to manage internal customer relations (e.g., service tickets and support requests). I've had a very pleasant experience on the user-end of this program and have found it easy to use, navigate, and very responsive.