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ServiceNow Customer Service Management

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    ServiceNow Customer Service Management

    Score7.8 out of 10
    N/ABuilt on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…N/A
    Pricing
    ServiceNow Customer Service Management
    Editions & Modules
    No answers on this topic
    Offerings
    Pricing Offerings
    ServiceNow Customer Service Management
    Free Trial
    No
    Free/Freemium Version
    No
    Premium Consulting/Integration Services
    No
    Entry-level Setup FeeNo setup fee
    Additional Details
    More Pricing Information
    Community Pulse
    ServiceNow Customer Service Management
    Considered Both Products
    ServiceNow
    Chose ServiceNow Customer Service Management
    Atlassian Jira lacks certain features and process which was delivered by ServiceNow Customer Service Management. Also, flexibility to customise was a point to select ServiceNow Customer Service Management tool. Cost which was high than Atlassian Jira compensated as it improved …
    Incentivized
    Chose ServiceNow Customer Service Management
    Atlassian Jira was not a cost effective solution for us, and it lacks couple of feaures as well.

    Zoho Desk however was fulfilling our requirements but Zoho's support systems were not up to our expectations. The support team's response was delayed and resolutions were not …
    Incentivized
    Chose ServiceNow Customer Service Management
    ServiceNow Customer Service Management is much more configurable and "Enterprise-Ready", but doesn't work as well out of the box and doesn't guide you into deploying a service ready workflow.
    Incentivized
    Chose ServiceNow Customer Service Management
    Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting …
    Incentivized
    Chose ServiceNow Customer Service Management
    Have not used other similar products in the same space, ServiceNow has always been the preferred tool.
    Incentivized
    Chose ServiceNow Customer Service Management
    They have a fantastic user interface that helps keep everything in a clean organized process. We've worked with various other solutions to handle these type of business problems with no success. Working with ServiceNow has been a great experience with their team helping stand …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    Features
    ServiceNow Customer Service Management
    Incident and problem management
    Comparison of Incident and problem management features of ServiceNow Customer Service Management
    Feature
    ServiceNow Customer Service Management
    7.0
    6 Ratings
    Organize and prioritize service tickets7.66 Ratings
    Expert directory7.95 Ratings
    Subscription-based notifications7.15 Ratings
    ITSM collaboration and documentation4.45 Ratings
    Ticket creation and submission9.26 Ratings
    Ticket response6.06 Ratings
    Self Help Community
    Comparison of Self Help Community features of ServiceNow Customer Service Management
    Feature
    ServiceNow Customer Service Management
    4.7
    5 Ratings
    External knowledge base4.44 Ratings
    Internal knowledge base5.15 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of ServiceNow Customer Service Management
    Feature
    ServiceNow Customer Service Management
    6.3
    6 Ratings
    Customer portal7.24 Ratings
    IVR5.34 Ratings
    Social integration3.54 Ratings
    Email support7.45 Ratings
    Help Desk CRM integration8.25 Ratings
    User Ratings
    ServiceNow Customer Service Management
    Likelihood to Recommend
    7.4
    (6 ratings)
    Usability
    10.0
    (1 ratings)
    Support Rating
    9.0
    (1 ratings)