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
Features
Total features of ServiceNow Customer Service Management: 47
Alternatives
Zendesk Suite
Dynamics 365
Freshdesk
Azure DevOps Services
Reviews
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- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
ServiceNow Ticket Management Tool
Reviewed on 09/12/2019
The experience has been fantastic so far. We have been able to resolve tickets that comes to us...
The experience has been fantastic so far. We have been able to resolve tickets that comes to us with a quicker turnaround time since it directly comes to our queue.
Pros
The best tool for ticket/incident management for a large enterprise organization. It can create and tickets delegating it to individual groups so that it can be look at promptly for resolution.
Cons
No there is nothing I dislike about this software as it has made my life easy for raising ticket against team and also receiving issues from my application users and provide faster resolution
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
Easy and productive CSM tool
Reviewed on 08/01/2019
It makes it easy to track customer replies and action any update or development on time whilst...
It makes it easy to track customer replies and action any update or development on time whilst allowing for easy SLA tracking and communication with the customers.
Pros
Plentiful options when creating your favourites and setting your filtered searches (which are very detailed and precise). Any search can be added to favourites and be easily accessible. User interface is easy to navigate and find the options you're looking for. It uses easy to follow logic and it is very user friendly.
Cons
This is most likely depending on the implementation process and data migration during the integration process, the update field is constantly moving to the next case/incident which makes it hard to track you work at times. Most likely adjustable during implementation process.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 5.0 /10
Great tool for tickets management
Reviewed on 15/07/2021
Quite a good tool. There are other tools that are available right now that does almost the same...
Quite a good tool. There are other tools that are available right now that does almost the same job. ServiceNow needs innovate fast. From the few months i've used the system, I've never got any major issues.
Pros
Easy to know which tickets me or my team have been assigned to. Setting up dashboards can be tricky but once they have been set, we can easily identify the workload for the week.
Cons
Quite complex to set up dashboards, this needs to be simplified. The website can be slow at times and finding a specific keywords on a ticket can be difficult at times.
Alternatives Considered
Azure DevOps ServicesSwitched From
Azure DevOps Services- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
It's a great ticket system
Reviewed on 19/01/2018
Time table of incidents and reports of common every day problems .
Time table of incidents and reports of common every day problems .
Pros
Very easy to create tickets and can be customized to work with your environment. User inventory can easily be populated to all of your company assets. User field can be populated automatically to bring up a user name and profile information.
Cons
Ticket system should automatically be saved. I wished there was a way to duplicate a ticket to a new ticket number for items not resolved. Instead of re-opening a ticket.
Your ticket search buttons should be easier to search, I have gotten lost several times searching for tickets.
- Industry: Food & Beverages
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Great for IT Technicians
Reviewed on 16/08/2019
Use this software from the in my shift from 8am - 5pm. This is my main tool to perform my job and...
Use this software from the in my shift from 8am - 5pm. This is my main tool to perform my job and have had hardly any issues with it. Very user friendly.
Pros
Easily able to manage tickets placed by the customer. awesome search capabilities when looking for something specific about a customer. Able to tracks assets, user information. The ability to customize the UI for your needs
Cons
The software can be a bit slow. The mobile version of the application is a bit slow as well, not sure if this is due to how our organization has it setup.
ServiceNow Customer Service Management FAQs
Below are some frequently asked questions for ServiceNow Customer Service Management.Q. What type of pricing plans does ServiceNow Customer Service Management offer?
ServiceNow Customer Service Management offers the following pricing plans:
- Pricing model: Subscription
- Free Trial: Not Available
Contact ServiceNow for pricing details.
Q. Who are the typical users of ServiceNow Customer Service Management?
ServiceNow Customer Service Management has the following typical customers:
1,001–5,000
Q. What languages does ServiceNow Customer Service Management support?
ServiceNow Customer Service Management supports the following languages:
English
Q. Does ServiceNow Customer Service Management support mobile devices?
ServiceNow Customer Service Management supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does ServiceNow Customer Service Management integrate with?
ServiceNow Customer Service Management integrates with the following applications:
3CLogic, Bright Pattern, Five9, Medallia Experience Cloud, SightCall, Sprinklr, Talkdesk, TenFold, Vonage Business Communications, Webex
Q. What level of support does ServiceNow Customer Service Management offer?
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.
- Issue Tracking Software
- Customer Engagement Software
- Knowledge Management Software
- Customer Communications Management Software
- Data Analysis Software
- Enterprise Search Software
- Customer Service Software
- Workflow Management Software
- Machine Learning Software
- Artificial Intelligence Software
- Customer Support Software
- Contact Center Software
- Order Management Software
