ServiceNow Customer Service Management

Cloud-based customer service management software

About ServiceNow Customer Service Management

ServiceNow Customer Service Management is a cloud-based software designed to help businesses handle and resolve clients' queries through omni-channel communication, work order assignment, case management, and more. With the Playbooks for CSM module, agents can request information to/from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform.

ServiceNow Customer Service Management provides organizations with interactive dashboards, which allow them to gain an overview of trends, customer service metrics, and key performance indicators (KPIs) through actionable analytics. Clients can use the self-service portal to issue complaints or requests, create cases, and track the progress of ongoing projects via status reports. It also lets agents handle the entire order management lifecycle, from order capture to status tracking.

ServiceNow Customer Service Management enables businesses to integrate the platform with various third-party applications, such as 3CLogic, Adobe, CareAR, Five9, Locus DispatchIQ, and more. Other key features of the software include ticket handling, issue resolution, field service management, and process optimization.

Pricing starting from:

Not provided by vendor

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to ServiceNow Customer Service Management

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

United States

Supported Languages

English

Pricing starting from:

Not provided by vendor

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to ServiceNow Customer Service Management

Images

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

Features

Total features of ServiceNow Customer Service Management: 45

  • Agent Interface
  • Alerts / Escalation
  • Appointment Management
  • Assignment Management
  • Automated Routing
  • Business Process Automation
  • Chatbot Software
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Customer Database
  • Customer History
  • Dashboard Software
  • Data Connectors
  • Data Discovery Software
  • Data Visualization Software
  • Email Management Software
  • Full Text Search
  • Incident Management Software
  • Interaction Tracking
  • Issue Auditing
  • Knowledge Base Management
  • Live Chat Software
  • Machine Learning Software
  • Multi-Channel Communication
  • Natural Language Processing
  • Performance Metrics
  • Predictive Analytics Software
  • Queue Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Data Preparation
  • Self Service Portal
  • Self-service Analytics
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management Software
  • Third Party Integrations
  • Ticket Management
  • Virtual Assistant
  • Workflow Configuration
  • Workflow Management Software
  • Workforce Management Software

Alternatives

Dynamics 365

4.3
#1 Alternative to ServiceNow Customer Service Management
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Wolken ServiceDesk

4
#2 Alternative to ServiceNow Customer Service Management
Wolken ServiceDesk is a cloud-based software designed to help businesses streamline service management, incident...

Zendesk Suite

4.4
#3 Alternative to ServiceNow Customer Service Management
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

NetSuite

4.1
#4 Alternative to ServiceNow Customer Service Management
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Reviews

Overall rating

4.3 /5
(131)
Value for Money
4.1/5
Features
4.3/5
Ease of Use
4/5
Customer Support Software
4.2/5

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Showing 5 reviews of 131
Jason
Overall rating
  • Industry: Computer Software
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

ServiceNow A Great Piece of Software

Reviewed on 31/07/2019

We use it to enter tickets for clients experiencing issues with our software. I use it on a daily...

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
Overall rating
  • Industry: Computer Software
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Service Now -tools to use for Ticket management

Reviewed on 03/11/2022

I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal...

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.

Alternatives Considered

SAP Customer Experience and Wolken ServiceDesk

Reasons for Choosing ServiceNow Customer Service Management

maintaince of the product and support turn around time.

Switched From

Microsoft Visual Studio

Reasons for Switching to ServiceNow Customer Service Management

Support and Market review of this product is good.
Ana
Overall rating
  • Industry: Medical Devices
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 5.0 /10

General queues

Reviewed on 10/11/2022

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

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
Overall rating
  • Industry: Retail
  • Company size: 1,001-5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

S_Now

Reviewed on 20/09/2022

Excellent, Documents are accessible for guidance.

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.

Alternatives Considered

Microsoft Azure

Reasons for Choosing ServiceNow Customer Service Management

Better issue handling and integration.

Reasons for Switching to ServiceNow Customer Service Management

Cost efficiency, Easy to train and onboard the team.
Ryan
Overall rating
  • Industry: Telecommunications
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Complete Package

Reviewed on 17/02/2020

We are using this ServiceNow CSM as our primary Customer Service tool and we are easily able to...

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.

Alternatives Considered

Dynamics 365

Reasons for Choosing ServiceNow Customer Service Management

Dynamics was unable to handle the level of customization required for our business.

Switched From

Dynamics 365
Showing 5 reviews of 131 Read all reviews

ServiceNow Customer Service Management FAQs

Below are some frequently asked questions for ServiceNow Customer Service Management.

ServiceNow Customer Service Management offers the following pricing plans:

  • Pricing model: Subscription
  • Free Trial: Not Available

Contact ServiceNow for pricing details.

ServiceNow Customer Service Management has the following typical customers:

1,001-5,000

ServiceNow Customer Service Management supports the following languages:

English

ServiceNow Customer Service Management supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

ServiceNow Customer Service Management integrates with the following applications:

3CLogic, Bright Pattern, Five9, Medallia Experience Cloud, SightCall, Sprinklr, Talkdesk, TenFold, Vonage Business Communications, Webex

ServiceNow Customer Service Management offers the following support options:

Knowledge Base Software, 24/7 (Live rep), Chat

Related categories

See all software categories found for ServiceNow Customer Service Management.