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: 47

  • 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
  • Order Entry Software
  • Order Tracking
  • 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

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4.4
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Dynamics 365

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Freshdesk

4.5
#3 Alternative to ServiceNow Customer Service Management
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Azure DevOps Services

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Reviews

Overall rating

4.4 /5
(137)
Value for Money
4.2/5
Features
4.3/5
Ease of Use
4.0/5
Customer Support Software
4.2/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 137
Balaji
Overall rating
  • Industry: Banking
  • 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

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

Petar
Overall rating
  • 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.

Vershley
Overall rating
  • 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 Services

Switched From

Azure DevOps Services
Verified Reviewer
Overall rating
  • 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.

Verified Reviewer
Overall rating
  • 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.

Showing 5 reviews of 137 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.