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ServiceNow Customer Service Management Reviews

Vendor: ServiceNow
4.3 out of 5
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What is ServiceNow Customer Service Management?

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

Get the ServiceNow Customer Service Management Buyer's Guide and find out what your peers are saying about ServiceNow Customer Service Management, Microsoft Dynamics CRM, eGain Solve and more!
ServiceNow Customer Service Management is the #2 ranked solution in top Customer Experience Management solutions and #4 ranked solution in top CRM Customer Engagement Centers. PeerSpot users give ServiceNow Customer Service Management an average rating of 8.6 out of 10. ServiceNow Customer Service Management is most commonly compared to Microsoft Dynamics CRM: ServiceNow Customer Service Management vs Microsoft Dynamics CRM. ServiceNow Customer Service Management is popular among the large enterprise segment, accounting for 48% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 32% of all views.
Buyer's Guide
ServiceNow Customer Service Management
January 2025
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Helped 832,138 peers since 2012

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ServiceNow Customer Service Management mindshare

Product category:
CRM Customer Engagement Centers
As of February 2025, the mindshare of ServiceNow Customer Service Management in the CRM Customer Engagement Centers category stands at 9.2%, up from 2.9% compared to the previous year, according to calculations based on PeerSpot user engagement data.
CRM Customer Engagement Centers

PeerAnalyst reports

TypeTitleDate
CategoryCRM Customer Engagement CentersFeb 1, 2025Download
ProductReviews, tips, and advice from real usersFeb 1, 2025Download
ComparisonServiceNow Customer Service Management vs Microsoft Dynamics CRMFeb 1, 2025Download
ComparisonServiceNow Customer Service Management vs Salesforce Service CloudFeb 1, 2025Download
ComparisonServiceNow Customer Service Management vs Oracle Fusion ServiceFeb 1, 2025Download
Suggested products
TitleRatingMindshareRecommending
Microsoft Dynamics CRM3.926.5%92%76 interviewsAdd to research
eGain Solve0.03.3%0%0 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

  • "The integration capabilities of ServiceNow are wonderful."
  • "One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."
  • "Our organization has received excellent tech support for ServiceNow Customer Service Management."

Room for Improvement

  • "I do not have any notes for improvements."
  • "One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."
  • "The product does not cater to businesses of every scale and budget."

Pricing

  • "The product has a premium price"
  • "I rate the tool's pricing a six out of ten."
  • "I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our ServiceNow Customer Service Management Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
By visitors reading reviews

Top industries

By visitors reading reviews
Educational Organization
32%
Computer Software Company
9%
Financial Services Firm
8%
Healthcare Company
6%
Manufacturing Company
5%
Government
5%
Retailer
4%
Non Profit
3%
Construction Company
3%
Energy/Utilities Company
3%
University
3%
Real Estate/Law Firm
2%
Insurance Company
2%
Transportation Company
2%
Wholesaler/Distributor
2%
Consumer Goods Company
2%
Media Company
2%
Comms Service Provider
1%
Logistics Company
1%
Hospitality Company
1%
Pharma/Biotech Company
1%
Outsourcing Company
1%
Legal Firm
1%
Recreational Facilities/Services Company
1%

Compare ServiceNow Customer Service Management with alternative products

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Learn more about ServiceNow Customer Service Management

ServiceNow Customer Service Management was previously known as ServiceNow CSM.

ServiceNow Customer Service Management customers

Siemens Healthineers, SAP SuccessFactors, Asurion

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Product Categories

Product Categories
CRM Customer Engagement Centers
Customer Experience Management

Popular Comparisons

Popular Comparisons
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Microsoft Dynamics CRM vs ServiceNow Customer Service Management
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