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ServiceNow Customer Service Management pros and cons

Vendor: ServiceNow
4.2 out of 5
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ServiceNow Customer Service Management Pros review quotes

JV
May 20, 2024
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.
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ChrisJeffery - PeerSpot reviewer
Apr 22, 2024
Our organization has received excellent tech support for ServiceNow Customer Service Management.
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Rupesh Jethwa - PeerSpot reviewer
Sep 11, 2023
The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good.
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ServiceNow Customer Service Management
October 2024
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PawanKumar7 - PeerSpot reviewer
Aug 16, 2022
What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others.
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UdayThentu - PeerSpot reviewer
Jun 4, 2024
The product provides flexibility in managing and categorizing the incidents.
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Joseph Chakola - PeerSpot reviewer
Nov 22, 2023
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities.
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BS
May 19, 2022
Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities.
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GarethPeterson - PeerSpot reviewer
Oct 20, 2023
The tool's most valuable feature is the service portal.
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ServiceNow Customer Service Management Cons review quotes

JV
May 20, 2024
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.
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ChrisJeffery - PeerSpot reviewer
Apr 22, 2024
The product does not cater to businesses of every scale and budget.
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Rupesh Jethwa - PeerSpot reviewer
Sep 11, 2023
The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers.
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Buyer's Guide
ServiceNow Customer Service Management
October 2024
Free Report: ServiceNow Customer Service Management Reviews and More
Learn what your peers think about ServiceNow Customer Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: October 2024.
DOWNLOAD NOW
816,406 professionals have used our research since 2012.
PawanKumar7 - PeerSpot reviewer
Aug 16, 2022
ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not.
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UdayThentu - PeerSpot reviewer
Jun 4, 2024
The pricing must be more flexible.
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Joseph Chakola - PeerSpot reviewer
Nov 22, 2023
The product's AI feature should be improved.
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BS
May 19, 2022
The price could be better. ServiceNow should price products more reasonably.
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GarethPeterson - PeerSpot reviewer
Oct 20, 2023
The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure.
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Product Categories

Product Categories
CRM Customer Engagement Centers
Customer Experience Management

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Product Categories

Product Categories
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