ServiceNow Customer Service Management is praised for workflow capabilities, orchestration, integration with business apps, and ease of use. Users appreciate its service portal, incident and change management, and integration with ITSM and external platforms. Automation and reporting features enhance efficiency and trend analysis. The platform facilitates digital transformation experiences, simplifies record maintenance, and offers flexibility in incident categorization. Integration with payment gateways and governmental services adds further value.
- "ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window."
- "The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes."
- "ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7."
ServiceNow Customer Service Management requires price adjustments for reasonable affordability and needs enhanced customization options. Users desire the ability to download more reports and request improved AI features. There's a call for better integration capabilities, especially with IVR systems, and more flexibility in pricing modules. The system occasionally lags, necessitating optimization, and connectivity with AI tools needs to be refined. An enhanced auditing and configuration management system is also needed for better compliance and misconfiguration prevention.
- "The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions."
- "If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades."
- "ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses."
