ServiceNow Customer Service Management

ServiceNow Customer Service Management

What Is ServiceNow Customer Service Management?

ServiceNow Customer Service Management is built for the digitally connected service economy. The convergence of products and services is raising the bar on customer expectations. But traditional customer support tools are no longer working.

Who Uses ServiceNow Customer Service Management?

Elevating your customer service from request to resolution. Great service means more than engaging your customers. Connect customer service with other teams to resolve issues quickly and proactively.

ServiceNow Customer Service Management video
ServiceNow Customer Service Management Software - ServiceNow Customer Service Management issue status tracking ServiceNow Customer Service Management Software - ServiceNow Customer Service Management self-service portal

Not sure about ServiceNow Customer Service Management? Compare with a popular alternative

ServiceNow Customer Service Management

4.3 (131)
ServiceNow Customer Service Management
Not available in your country
No pricing found
Free version
Free trial
45
10
4.0 (131)
4.1 (131)
4.2 (131)
VS.
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
No pricing found
Free version
Free trial
208
26
4.0 (17,499)
4.0 (17,499)
4.1 (17,499)
Why am I seeing this?

Alternatives to ServiceNow Customer Service Management

Sponsored
Drive growth with Sales Cloud 360, the best-in-class sales solution that drives rep productivity on the world's #1 CRM platform. Learn more about Salesforce Sales Cloud
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
Complete cloud phone system that is easy to set up and easy to manage. Learn more about RingCentral MVP
NetSuite, the world’s #1 cloud ERP, gives you the visibility and control you need to make smart decisions and grow with confidence. Learn more about NetSuite
The next generation of PSA tool. Complete professional services automation package for software and services businesses. Learn more about CloudBlue PSA
Save time and reduce costs with innovations that reimagine your customer relationships. Learn more about Salesforce Service Cloud
Put customer service at the heart of your company. Make agents more productive, managers more impactful and customers more empowered. Learn more about Zoho Desk
Front is more than a communication hub — it’s how 8,000+ companies build lasting business relationships. Learn more about Front
Ticket Management, Customer Success, Customer Experience, Knowledge Base, NPS, CSAT, CES, Customer portal, Mobile apps, CRM data Sync Learn more about Supportbench
C2 ATOM is a powerful online IT service management software, fully customizable to your operational performance enhancement needs. Learn more about C2 ATOM
DevOps solution that streamlines the process of software development using repositories, testing, package management, and more.
Cloud computing platform for VM creation, building and running web-based applications, smart client applications, and XML web services.
App and game development platform that enables businesses to develop, edit, and test apps using tools and techniques.
Gives you out-of-the-box processes for incident management, self service, and inventory tracking for your help desk.
Capitalize on customer insight, improve front-line efficiency and effectiveness, streamline critical business processes.
Cross-channel solution that covers contact center, web, and social aspects of customer service experience.
Integrated business management solution that automates financial, customer relationship and supply chain processes.
An Enterprise configurable and ready to use ITSM software deployed on cloud infrastructure.
Zendesk provides the complete customer service solution that’s easy to use and scales with your business.
Service Management Software Suite that represents a comprehensive solution for service, support, and customer care

Reviews of ServiceNow Customer Service Management

Average score

Overall
4.3
Ease of Use
4.0
Customer Service
4.2
Features
4.3
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Jason
Jason
Application Analyst in US
Verified LinkedIn User
Computer Software, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

ServiceNow A Great Piece of Software

5.0 3 years ago

Comments: We use it to enter tickets for clients experiencing issues with our software. I use it on a daily basis to log these tickets and to keep records of issues that are clients experience.

Pros:

This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.

Cons:

There are times that it can be slow when trying to interact with some of the dashboards.

Verified Reviewer
Project Manager in India
Verified LinkedIn User
Computer Software, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Service Now -tools to use for Ticket management

5.0 4 weeks ago New

Comments: I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal access then 80% of your problem is gone. Means you will get all the access for KB and documents which help you to understand any issue or product/ releases.Price is bit high but it is worthy to have Servicenow in your company.

Pros:

first and formost point is, most the module is Workflow driven.for Juniors it is ease to use and learn.coding is minimal.you will get hell lot of examples from Web and Service-now communities to refer. APIs are readily available to integrate with any app.

Cons:

if you report a problem or request for new feature then Servicenow team will take time to review that.then they will plan in their road Map may be it will come in next release like they have different release (helsinki/ geneva) or may be it will not come.this software they are keeping upto date so your team should have developers to fix the issue after each release.but i will say their product documentation is so so So good, it will help to understand and fix anything.

Ana
Software PM/Engineer in US
Medical Devices, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

General queues

3.0 3 weeks ago New

Comments: Searching challenges and finding a lost ticket number can take a while

Pros:

It's very configurable with a little of options, easy yo use

Cons:

Better search power would be useful and make it easier

Meenakshi
Project Coordinator in Canada
Retail, 1,001-5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

S_Now

5.0 2 months ago

Comments: Excellent, Documents are accessible for guidance.

Pros:

Widely used by companies so easy to train and hire subject matter experst.

Cons:

Building workflows takes time and effort as its not OOB.

Ryan
Analyst Developer in Canada
Telecommunications, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Complete Package

4.0 3 years ago

Comments: We are using this ServiceNow CSM as our primary Customer Service tool and we are easily able to manage thousands of cases per day which we have found difficult when using other applications in the past.

Pros:

The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible.

Cons:

ServiceNow's easy of customization can also be its achilles heel. If managed improperly or over-customized it does not take long to make oob upgrade path unsustainable.