ServiceNow

ServiceNow Customer Service Management

4 / 5 12 reviews


Average Ratings

12 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

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About ServiceNow Customer Service Management

ServiceNow Customer Service Management is built for the digitally connected service economy. The convergence of products and services is raising the bar on customer expectations. But traditional customer support tools are no longer working.


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ServiceNow Customer Service Management Features


ServiceNow Customer Service Management Reviews Recently Reviewed!

D6dd8924d222d6099c2c0b6889d244ec

innovated, the new century of customer service management

Nov 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Before we used servicenow our customer service management software was so old and out dated. One of my favorite things about service now as all the features it had like creating Knowledge Base, assigning tickets to different team members. it was fantastic

Cons: The only thing i would say that it was so new it was kind of a learning curve but besides that when you figure it out it works and works great.

Best in response the good thing i love in the service now is they respond very fast for quiries

Nov 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The service now has very large tools whose main functionality is to make customer happy. They respond to our queries very fast and they make help of the different dashboards to perform their service we are using this for our ticket management here we can generate our different type response type like pdf,word etc their service is extraordinary and i love to work on this a lot

Cons: There is nothing specifically least in this. Everything is cool and good. We are looking for some new version

A good tool to order and to keep a track on ordered items easily

Nov 16, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Our Organisation is using this tool from last 3-4 year (If I remember correctly ). Basically Our IT department is using this tool to server the IT needs of employees. If we encounter any IT related issue we just used this tool. It is very easy and user friendly tool. A lot of detail can be entered by using this application. You can monitor your open requests other functionalities available are , you can see announcements, approvals etc... Overall the tool is good.

Cons: Over all the software is good, but as very details information is required while ordering (requesting) the items. Some times user don't feel good while providing so much information. This can be improved.

Overall: We can track things easily using this software.

Simple, easy to use.

Nov 14, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I appreciate the automatic feed of service tickets that flow from the requester to the team I serve on and it allows any of the three of us to take responsibility and own the ticket until resolution.

Cons: Once assigned the ticket, it is sometimes confusing on which fields need to be completed and it would be nice if those were highlighted or called out a bit more to allow for the timely completion of the service ticket.

Overall: Captures all of the work assigned to our team for future reporting or metrics gathering.

Good

Nov 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: This module has all relevant functionalities, workflows. It's very easy to customize these to your specifIc needs. Reporting is also very good

Cons: There are not many integrations available out of box. I wish that there were integrations with the most used other customer service management products

Just ok.

Sep 18, 2017
3/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: The software is visually neat and can be somewhat customized to show the data you need to see. I like that I can see an overview of work in a list and change the column information and order.

Cons: The customer can't customize the fields or drop down options. If I need something changed I have to make a service ticket instead of just altering settings.

Overall: It makes communication with customers more efficient and keeps them updated in an organized fashion.

Service now is very good tool.

Sep 15, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Service now is awesome tool to open service request. Service categorization is very good. It is very easy to use so that every one in corporate can use it. You can update your later also after opening service request which is very good feature.

Cons: Tracking of service request is little bit complex because whenever service request open there will be task associated it which is cumber to track issue.

Decent web-based CRM tool that has so many features, nearly everything is possible.

Aug 15, 2017
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Web-based case management makes submitting and reviewing incidents and cases a breeze. Loads quickly without dragging down when working with large cases.

Cons: So many features means groups are going to use much less than they are paying for. Apparently customization is difficult as many pages are left in their default format, not giving customers the clearest idea of what they are asking for.

Overall: Better than Parature or SCSM for large-scale case and ticket management, easy to use on the web and options and features are nearly endless.

ServiceNow

Apr 17, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Value for Money

Comments: Importing data into ServiceNow for the initial setup was easy, however, customizing everything in the forms, data, etc. could get a bit tricky. You can automate a lot of processes if you know how to script - it also runs a LOT of different reports if you need it to. There are definitely a lot of features in ServiceNow that you can take advantage of, but with an additional price.

ServiceNow

Nov 17, 2016
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality

Pros: Everything we need is in one place.

Cons: Lengthy processes.

Overall: We use ServiceNow for tickets, Projects and Change Management. Although some of the processes can be a little lengthy at times, it does have some good features.

Recommendations to other buyers: Take the time to learn all its features. If you are looking for a tool where your customers can submit their own tickets, this would be a good tool for you as well.

A mile wide

Nov 03, 2016
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Service Now can be described as a mile wide in that it had a a feature for most anything you would want to do.

Extensible Service Desk Software

Oct 05, 2016
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ability to solve many business processes with minimal development.

Cons: Cost

Overall: Success integrating ServiceNow with multiple external systems to automate business processes throughout the business.