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.
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Reviews of ServiceNow Customer Service Management
ServiceNow A Great Piece of Software
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.
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.
There are times that it can be slow when trying to interact with some of the dashboards.
Service Now -tools to use for Ticket management
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.
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.
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.
Comments: Searching challenges and finding a lost ticket number can take a while
It's very configurable with a little of options, easy yo use
Better search power would be useful and make it easier
Comments: Excellent, Documents are accessible for guidance.
Widely used by companies so easy to train and hire subject matter experst.
Building workflows takes time and effort as its not OOB.
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.
The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible.
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.