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ServiceNow Customer Service Management

ServiceNow Customer Service Management

4.3 (149)
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Automate requests and deliver effortless experiences

About ServiceNow Customer Service Management

ServiceNow Customer Service Management (CSM) is a cloud-based product that provides organizations with a powerful and comprehensive toolset to manage customer interactions and streamline customer service operations, all while reducing the cost to serve. The platform's architecture is designed to provide seamless integration with existing IT infrastructure, ensuring minimal disruption to existing workflows.

CSM’s primary purpose is to help businesses handle and resolve clients' queries through omni-channel communication, work order assignment, case management, and more. ServiceNow CSM's case management functionality enables agents to manage the entire lifecycle of customer interactions, from initial contact to case closure. This functionality includes a comprehensive set of tools to assign cases, monitor case progress, manage case priority, and track resolution metrics

Another critical feature of ServiceNow CSM is its ability to provide businesses with actionable analytics through interactive dashboards. The platform's analytics capabilities enable businesses to gain valuable insights into customer behavior, track key performance indicators (KPIs), and identify areas of improvement. The analytics dashboard provides a real-time view of customer service trends, allowing businesses to make data-driven decisions and optimize their customer service operations.

ServiceNow CSM's self-service portal is another valuable feature that enables clients to engage on the channel of their choice and raise requests or complaints, create cases, and track the progress of ongoing projects. The portal's intuitive user interface makes it easy for clients to self-serve, reducing the workload of agents, reducing customer effort, and improving customer satisfaction. The platform's Playbooks for CSM module is an advanced feature that allows agents to request information from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform. This feature enables agents to manage and resolve customer queries more efficiently.

The platform's order management functionality provides businesses with a comprehensive set of tools to manage the entire order management lifecycle, from order capture to status tracking. ServiceNow CSM's ticket handling and issue resolution features provide businesses with a streamlined approach to manage customer requests and complaints. The field service management functionality enables businesses to manage field service requests and dispatch technicians more efficiently.

Another critical benefit of ServiceNow platform is its ability to integrate with various third-party applications, including 3CLogic, Adobe, CareAR, Five9, Locus DispatchIQ, and more. The platform's integration capabilities enable businesses to leverage existing software solutions and enhance their customer service operations.

In conclusion, ServiceNow Customer Service Management is a powerful and comprehensive software product designed to streamline customer service operations and improve customer satisfaction. The platform's features, including case management, interactive dashboards, self-service portal, Playbooks for CSM module, and integration capabilities, make it a valuable tool for businesses looking to strengthen their relationships with customers and reduce the cost to serve.


Key benefits of ServiceNow Customer Service Management

ServiceNow Customer Service Management (CSM) is a comprehensive product designed to help businesses deliver a seamless customer experience. With CSM, organizations can streamline their processes, automate their workflows, and provide exceptional customer service experiences. Here are some of the key benefits:

Self-Service
CSM also offers powerful self-service capabilities, enabling businesses to empower customers with the ability to resolve their own issues. With CSM, businesses can provide customers with a self-service portal, where they can access information, submit requests, and track the status of their cases. This approach can improve customer satisfaction, reduce wait times, and free up agents to focus on more complex issues.

Automation
CSM also offers powerful automation capabilities, which can significantly reduce the time it takes to resolve customer issues. With CSM, businesses can automate repetitive tasks, such as case routing and status updates. This approach can free up agents to focus on more complex issues, improve customer satisfaction, and reduce resolution times.

Work Order Assignment
Another benefit of CSM is its ability to streamline work order assignment. With CSM, businesses can assign work orders to agents automatically, based on skills, availability, and workload. This approach can help businesses optimize their resources, improve agent productivity, and reduce resolution times.

Case Management
CSM also offers powerful case management capabilities, enabling businesses to manage and resolve customer issues quickly and efficiently. With CSM, businesses can track case status, assign tasks, and collaborate with team members in real-time. This streamlined approach can improve agent productivity and customer satisfaction.

Omni-Channel Communication
One of the key benefits of CSM is its ability to enable omni-channel communication between customers and agents. With CSM, customers can connect with agents through various channels, including email, phone, chat, social media, and more. This approach allows businesses to engage with customers in the way they prefer, which can improve customer satisfaction and reduce wait times.

Playbooks for CSM
Another powerful feature of CSM is the Playbooks for CSM module. This module enables agents to request information to/from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform. This streamlined approach can help agents resolve issues more efficiently, leading to increased productivity and improved job satisfaction.

Early Detection
CSM also offers early detection capabilities, enabling businesses to identify and address problems before customers are even aware of them. With CSM, businesses can monitor case activity, track trends, and identify potential issues early on. This approach can help businesses avoid negative feedback, reduce the impact of issues on their customers, and improve brand loyalty.

Analytics and Reporting
CSM also offers powerful analytics and reporting capabilities, enabling businesses to gain valuable insights into their customer service operations. With CSM, businesses can track key metrics, such as case volume, resolution times, and customer satisfaction. This data can help businesses identify areas for improvement, optimize their processes, and make data-driven decisions.

In conclusion, ServiceNow Customer Service Management is a powerful platform that can help businesses improve their customer service in a variety of ways. With its powerful features, including omni-channel communication, work order assignment, case management, automation, self-service, early detection, and analytics and reporting, CSM can help businesses provide exceptional customer service experiences, improve agent productivity, and drive growth and success.


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Reviews

Overall rating

4.3 /5
(149)
Value for Money
4.1/5
Features
4.3/5
Ease of Use
4.0/5
Customer Support
4.2/5

Already have ServiceNow Customer Service Management?

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

Showing 5 reviews of 149
Balaji
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
  • Likelihood to recommend 10.0 /10

ServiceNow Ticket Management Tool

Reviewed on 2019/12/09

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

Verified Reviewer
Overall rating
  • Industry: Gambling & Casinos
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

"I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application...

Reviewed on 2020/09/27

ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability....

ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability. The business users have end to end visibility into the incidents (INCs), requests (REQs), request items (RITMs), change requests (CHGs), Configuration items (CIs) etc. so that triaging of tickets becomes easier for both end users and help desk. Being Business Systems Analyst, I have had an opportunity to work closely with enterprise service desk to create configuration items (CIs) and publish knowledge base article (KBAs). Having ServiceNow ITSM implemented as service management system, I can easily make requests through the user-friendly cloud platform and view the updates of work being done against my requests.

Pros

I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices.

Cons

I have not had such experience to dislike this product. being ITIL certified Analyst, I deem this product very appropriate to follow standard service management practices.

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
  • Likelihood to recommend 5.0 /10

Great tool for tickets management

Reviewed on 2021/07/15

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
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

ServiceNow CSM - A customer centric tool/People Management

Reviewed on 2023/06/21

The OOB system itself is configured with the right solutions that the customer wants. Apart from...

The OOB system itself is configured with the right solutions that the customer wants. Apart from that, we can customize anything with the help of developers. The system will work seamlessly though.

Pros

Customer & Consumers, and Contacts management was handled pretty well. People Management is most valuable to provide services accordingly. The integration is seamless hence it provides APIs to make easier.

Cons

1. Portal - There are different portals for customers & consumers in OOB. This is creating confusion in gateway.2. Agent workspace - Performance is Slow.UI can be improved.

Dimitar
Overall rating
  • Industry: Financial Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

My experience with ServiceNow

Reviewed on 2019/03/31

I've been using SNOW for over 2 years now. It is amazing tool, with so many options. However I hear...

I've been using SNOW for over 2 years now. It is amazing tool, with so many options. However I hear from the management that is very pricy to add multiple components and this limits the usability of the tools it have.

Pros

Amazing variability of options.
Very easy to track tickets and create useful dashboards.
Reports that can show almost anything
Self-service section

Cons

Very Pricy
Sometimes when opening few windows after you save a ticket it takes you to a "strange place.
Gets slow sometimes due to it's large DB.

Showing 5 reviews of 149 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:

Brazilian Portuguese, Chinese, Czech, Dutch, English, European Portuguese, Finnish, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish

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, Jira, Medallia Experience Cloud, Microsoft Teams, SightCall, Sprinklr, Talkdesk, TenFold, Vonage Business Communications, Webex

ServiceNow Customer Service Management offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, 24/7 (Live rep), Chat

Related categories

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