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ServiceNow Customer Service Management

Score7.7 out of 10

74 Reviews and Ratings

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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.

The platform's proactivity in monitoring products and services enables it to identify potential issues before they occur, helping customers avoid disruption by initiating timely action. Customers can reach out for answers or request support from the relevant teams directly from their preferred channels of communication without any delay. The software's self-service capabilities powered by workflow automation enable it to handle common requests instantly while reducing volume in contact centers. With its ability to unify front, middle, and back offices on a single platform, ServiceNow Customer Service Management offers full visibility into issue status, reduces resolution timeframes, and improves the agent and customer experience overall.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features ServiceNow Customer Service Management has to offer, as determined by TrustRadius' reviewers.
Based on 74 ratings of ServiceNow Customer Service Management's features
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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

Reviews

What users are saying about ServiceNow Customer Service Management.
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Improve Customer Satisfaction with ServiceNow Customer Service Management tool

Incentivized
Amrit Kumar PalView profile
Lead Consultant in Customer Service at ITC INFOTECH (10,001+ employees employees)

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.

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

Incentivized
Verified User
Consultant in Customer Service (1001-5000 employees employees)

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

Incentivized
Tim KikkeView profile
Head of PMO in Information Technology at Kerv (501-1000 employees employees)

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.

Incentivized
Verified User
Contributor in Sales (10,001+ employees employees)

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.

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

Incentivized
Marisa MartinView profile
Customer Success - renewals representative at Blackbaud (10,001+ employees employees)

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)