ServiceNow Customer Service Management

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
ServiceNow Customer Service Management	Score 7.8 out of 10	N/A	Built 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

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 Fee

No setup fee

Additional Details

—

More Pricing Information

Community Pulse
	ServiceNow Customer Service Management
Considered Both Products	ServiceNow Customer Service Management Verified User Anonymous Chose ServiceNow Customer Service Management Marketplacer Salesforce Commerce Cloud Cartridge Incentivized Helpful? AP Amrit Kumar Pal Lead Consultant 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 Helpful? Verified User Anonymous 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 Helpful? TK Tim Kikke Head of PMO 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 Helpful? Verified User Anonymous 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 Helpful? Verified User Anonymous Chose ServiceNow Customer Service Management Have not used other similar products in the same space, ServiceNow has always been the preferred tool. Incentivized Helpful? Verified User Anonymous 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 Helpful?

Features

ServiceNow Customer Service Management

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	ServiceNow Customer Service Management 7.0 Ratings 14% below category average
Organize and prioritize service tickets	7.60 Ratings
Expert directory	7.90 Ratings
Subscription-based notifications	7.10 Ratings
ITSM collaboration and documentation	4.40 Ratings
Ticket creation and submission	9.20 Ratings
Ticket response	6.00 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	ServiceNow Customer Service Management 4.7 Ratings 50% below category average
External knowledge base	4.40 Ratings
Internal knowledge base	5.10 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	ServiceNow Customer Service Management 6.3 Ratings 21% below category average
Customer portal	7.20 Ratings
IVR	5.30 Ratings
Social integration	3.50 Ratings
Email support	7.40 Ratings
Help Desk CRM integration	8.20 Ratings

Best Alternatives
	ServiceNow Customer Service Management
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	SysAid Score 9.1 out of 10
All Alternatives	View all alternatives

User Ratings
	ServiceNow Customer Service Management
Likelihood to Recommend	7.4 (0 ratings)
Usability	10.0 (0 ratings)
Support Rating	9.0 (0 ratings)

User Testimonials
	ServiceNow Customer Service Management
Likelihood to Recommend	As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business. Incentivized Verified User Anonymous Read full review
Pros	Allows for clear communication between help desk and end users. Provides a clean inventory option for both hardware items and software licenses. Navigation is very intuitive and user friendly. Many reporting features for all levels of the company. Incentivized Verified User Anonymous Read full review
Cons	Need a aid on how to use the system. Functionality to scroll down should not be too sensitive. Adding user helpful tools to help navigate. Incentivized Verified User Anonymous Read full review
Usability	ServiceNow Customer Service Management tool gives a clear visibility on the KPI's and trends of issues being raised by customers. Proper and timely updates are received at both agents and customers end. Also, communication between the two has become more efficient. As they tool supports customisation, which has improved the overall process and growth. Incentivized Amrit Kumar Pal Lead Consultant Read full review
Support Rating	Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need. Incentivized Verified User Anonymous Read full review
Alternatives Considered	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 reports in a timely manner. Verified User Anonymous Read full review
Return on Investment	ServiceNow Customer Service Management has a made a positive impact on our customer success management ServiceNow Customer Service Management has made internal agreements easier when we interact with different internal teams like IT ServiceNow Customer Service Management had to replace our legacy systems for customer management but that did not happen completely hence that is negative impact on our business Incentivized Verified User Anonymous Read full review
ScreenShots