#1 most frequent
United States of America
58.8%464 installations of 789
What is ServiceNow Customer Service Management?
ServiceNow Customer Service Management is a comprehensive software solution that streamlines service operations and enhances customer engagement through digital workflows. It empowers businesses to efficiently route work across front, middle, and back offices so that they can resolve customer issues promptly. By leveraging automation and AI-driven tools, employees can deliver personalized customer service while accelerating the time it takes to resolve issues.
Categories & Use Cases
Videos
Top Performing Features
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Areas for Improvement
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8
Who Buys & Uses ServiceNow Customer Service Management
#2 most frequent
India
8.6%68 installations of 789
#3 most frequent
Canada
4.8%38 installations of 789
Improve Customer Satisfaction with ServiceNow Customer Service Management tool
Use Cases and Deployment Scope
We have implemented ServiceNow Customer Service Management (CSM) to improve our customer issue resolution.
This has improved the customer relationships as they are well aware about the cases they have raised as they get timely updates. Also, they can easily connect with the agents if they need any help on their cases. Agents add their comments on the case which are communicated over email and also available on the portal.
Also, the ServiceNow Customer Service Management has made our process streamline which was clumsy before this. Time to resolve cases has drastically improved because of Knowledge base integration with CSM,which helps them to get the solution easily.
CSM also helps to track the KPI's and trends with its various inbult tools.
This has improved the customer relationships as they are well aware about the cases they have raised as they get timely updates. Also, they can easily connect with the agents if they need any help on their cases. Agents add their comments on the case which are communicated over email and also available on the portal.
Also, the ServiceNow Customer Service Management has made our process streamline which was clumsy before this. Time to resolve cases has drastically improved because of Knowledge base integration with CSM,which helps them to get the solution easily.
CSM also helps to track the KPI's and trends with its various inbult tools.
Pros
- Knowledge base available which helps agents to resolve the issues quickly
- Omni channel support to connect with agents makes life easier
- Portals to get detailed ticket updates
Cons
- Setting up the system is a bit complex which needs technical experts.
- Cost is also on a higher side as compared to others.
- Too many customisation is supported by ServiceNow Customer Service Management which can lead to problems during an upgrade.
Return on Investment
- This has improved the resolution time which made customer happy and satisfied.
- Communication with customers and within internal team has improved which has increased efficiency.
- ServiceNow Customer Service Management easily got integrated with our external tools.
Usability
Alternatives Considered
Atlassian Jira
Other Software Used
Microsoft Teams, Microsoft 365, Postman
ServiceNow Customer Service Management-CRM PowerHouse
Use Cases and Deployment Scope
We are using ServiceNow Customer Service Management to deal with our datapipe customers. All the customer interactions happen over ServiceNow Customer Service Management as tasks or projects. We use ServiceNow Customer Service Management as part of our Customer Success Team and also internally to raise our employee service tickets with IT and other team members. This is our scope of using ServiceNow Customer Service Management
Pros
- We manage internal tickets through ServiceNow Customer Service Management. We raise tickets with IT and other team
- We manage our datapipe customers through ServiceNow Customer Service Management and it efficiently manages our customer interactions
- ServiceNow Customer Service Management helps us manage projects and tasks and keep a log of all our migration customers
Cons
- The UI of ServiceNow Customer Service Management can definitely become more interactive
- Sometimes searching for tasks or projects become difficult
- The customer details sometimes do not come up correctly the account is active but the check mark is not there
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
Usability
Alternatives Considered
Marketplacer Salesforce Commerce Cloud Cartridge
CSM for MSPEnterprise
Use Cases and Deployment Scope
As an overlay for the usual ITSM application to support our customers as an MSP. Customers use email, phone and the ServiceNow Customer Service Management portal to log cases to receive support and deliver requests. We also use the CSM to provide internal IT support to our employees. Support agents also use the included CSM Configurable workspace to manage their customer and internal cases.
Pros
- Nice and much more modern looking interface than normal ServiceNow ITSM
- Some OOTB workflows work well
- Integration with ITSM suite (Incident, Change, Problem, CMDB etc.) all works well OOTB
Cons
- Upgrades can be expensive
- Some features don't work OOTB without requiring extensive development, which can be costly
- Limited templates included
Return on Investment
- Enabled us to integrate multiple applications
- Accelerated the deployment of our TOM to all aquisitions
- Delivered contract and revenue base functionality
Usability
Alternatives Considered
Zendesk Suite, ConnectWise PSA and Datto Autotask PSA
Other Software Used
Microsoft 365, monday.com, Microsoft Dynamics 365
Easy and Hassle free Ticketing System ServiceNow Customer Service Management.
Use Cases and Deployment Scope
We're using ServiceNow Customer Service Management in our organization for internal IT, Legal and People & Culture support. It is quiet an effective way of managing support tickets.
As a user, I when I raise any ticket I get full visiblity of my case's progress. I can reach out to the support rep working on my case from the tool itself. The commenting option is very helpful to me as some time due to timezone difference the reps or I am not available. So I can just go ahead and leave the required comment in the comment section and whenever the rep comes online. They will start working on my case accordingly.
As a user, I when I raise any ticket I get full visiblity of my case's progress. I can reach out to the support rep working on my case from the tool itself. The commenting option is very helpful to me as some time due to timezone difference the reps or I am not available. So I can just go ahead and leave the required comment in the comment section and whenever the rep comes online. They will start working on my case accordingly.
Pros
- Case Management
- Keeping record of your support tickets
- Everything is centralised
Cons
- The user interface can be more interactive
- The can be a chat option for immediate assistance
- There can be a centralised dashboard where user can get information about their past cases
Return on Investment
- ServiceNow Customer Service Management has been used globally in our organization, and I have to say it integrated very well with our CRM
- One of our company's core value is "CUSTOMER SATISFACTION" in that aspect ServiceNow Customer Service Management have given pretty strong ROI
- Even for internal purposes, ServiceNow Customer Service Management has proven to be very effective
Usability
Alternatives Considered
Atlassian Jira and Zoho Desk
Other Software Used
Microsoft Teams, Microsoft 365, Microsoft Dynamics 365
Easy to use
Use Cases and Deployment Scope
I use service now to submit it tickets for internal system problems, it’s easy to use but can be somewhat slow when using the chat feature which is what I primarily use the software for.
Pros
- User friendly
- Integration
- Easy updates
- Simple
Cons
- Interfacing
- Response time the system can be slow
- Effects, the sounds are unnecessary and dated
- Responsiveness
Most Important Features
- Software errors
- Chat
- Tickets
- New equipment
Return on Investment
- Positive in getting problems fixed
- Easy to communicate with internal teams
- Could be more responsive
Other Software Used
Qlik Analytics Platform, Workday Financial Management/Revenue Management, Salesforce CPQ (formerly SteelBrick)