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:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to ServiceNow Customer Service Management

Devices

Business size

S M L

Markets

United States

Supported Languages

English

Pricing starting from:

N/A

  • 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

Zendesk

4.4
#1 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,...

Freshdesk

4.5
#2 Alternative to ServiceNow Customer Service Management
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

RingCentral MVP

4.2
#3 Alternative to ServiceNow Customer Service Management
Designed to give you a flexible, mobile, and powerful cloud phone system. Experience HD-quality web, audio, and video,...

Azure DevOps Services

4.4
#4 Alternative to ServiceNow Customer Service Management
Azure DevOps Services is designed to help small to large businesses streamline prioritization, release management, and...

Reviews

Overall rating

4.3 /5
(120)
Value for Money
4.1/5
Features
4.3/5
Ease of Use
4.0/5
Customer Support Software
4.2/5

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Showing 5 reviews of 120
Jason P.
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.

Ryan W.
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
Norbert K.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

I really appreciate using Service Now in my daily basis

Reviewed on 08/05/2022

I'm using Service Now as a daily tool to support users with their technical issues and I find...

I'm using Service Now as a daily tool to support users with their technical issues and I find Service Now as a excelent tool for this. It's easy to use for users, customizable for me and my colleagues from the support team, have many options to organize Your work. I appreciate it very much and if I change my job, I hope that I will also work in Service Now in the new one.

Pros

I think most important part that I like is posibility to configure Service Now layouts, list and elements on the screen to meet Your personal needs. Want to have this element to be shown in Your homepage dashboard? No problem! You need to create own template to not put the same response every time? Sure thing, You can do it here! Very layouts and pages which I like the most.

Cons

I think building reports and dashboards can be quite difficult when You are trying to do it first time. Report and dashboard builders are quite complex tools any such many options can be shocking at first and you need to spend some time to discover what is what and get used to it.

Adnan B.
Overall rating
  • Industry: Wholesale
  • Company size: 1,001-5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 5.0 /10

Tickets!!

Reviewed on 13/05/2022

Pros

Covers a lot of units like customer support, IT support. It can be used for both internal and external customers. Can generate extensive reports regarding SLAs and the number of tickets being opened and closed.

Cons

Complex and somewhat expensive licensing program. Can get very slow at times.

Ravi S.
Overall rating
  • Industry: Financial Services Software
  • 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

One of the best Ticketing tools available

Reviewed on 26/04/2022

Pros

Covers all ITIl aspects w.r.t incident, problem and change management.
It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes.
Given the fact that it also has inbuilt reporting capabilities, this is an absolute must.
It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports.
Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently.
Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc...

Cons

None that I know of as yet.
Whatever customisations i needed were easily available within the existing module.

Showing 5 reviews of 120 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.