ServiceNow Customer Service Management Reviews

Name: ServiceNow Customer Service Management
Brand: ServiceNow
Rating: 4 (9 reviews)

4.2 out of 5

9 reviews
100% willing to recommend

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.

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ServiceNow Customer Service Management is the #1 ranked solution in top Customer Experience Management solutions and #5 ranked solution in top CRM Customer Engagement Centers. PeerSpot users give ServiceNow Customer Service Management an average rating of 8.4 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 45% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 34% of all views.

Buyer's Guide

ServiceNow Customer Service Management

August 2024

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Helped 801,394 peers since 2012

Featured reviews

Rupesh Jethwa

Solutions Architect at Globant

When it comes to ServiceNow Customer Service Management, my company deals with a lot of vendors. My company manages infrastructures, deployments, and different products from different vendors with the help of ServiceNow Customer Service Management. My company helps with the creation of use cases…

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UdayThentu

Project Manager at MindTree

The solution is used for the Incident, Problem, and Change modules. The CMDB module was also used for asset management. We evaluated the ITOM solution for integrating the cloud landscape. Since we had some budgetary issues, we did the first scan using the tool and later maintained it offline using…

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ChrisJeffery

Sales Manager - Business Development at AC3

I believe the initial setup is straightforward as there is no market entail highlighting the deployment process as difficult for the solution. Some large-scale transformation projects with the product can take two or three years. The average deployment span of ServiceNow Customer Service Management can be around two to four weeks. Some efforts are needed to maintain ServiceNow Customer Service Management. The product vendor takes care of the upgrades and management as part of the solution's maintenance. There are factors around optimization that are beyond the traditional offerings of ServiceNow Customer Service Management. One professional is enough to maintain the solution.

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ServiceNow Customer Service Management mindshare

As of September 2024, the mindshare of ServiceNow Customer Service Management in the CRM Customer Engagement Centers category stands at 4.5%, up from 2.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Key learnings from peers

Last updated Jul 5, 2024

Valuable Features

"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."
"The product provides flexibility in managing and categorizing the incidents."

Room for Improvement

"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."
"The pricing must be more flexible."

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.