ServiceNow Customer Service Management Reviews

ServiceNow Customer Service Management is considered expensive among enterprise options, often rated mid-to-high on the pricing scale. Surveyed users mention it as one of the costliest CSM solutions. Some rate its pricing around five to six out of ten, indicating it falls between affordable and premium, yet trends towards the higher end. The overall perception highlights a premium pricing strategy, aligning with its advanced capabilities.

• "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."

Organizations utilize ServiceNow Customer Service Management for various tasks, including IT CRM, commercial risk management, and government workflows. It facilitates incident, problem, change, and supplier management. Many companies manage infrastructure and deployments across vendors, integrate IVR systems, and handle customer tickets. It supports asset management through the CMDB module and assists with service, change, and knowledge management. The platform helps middle, back, and front office operations while enabling IT service management and client integration efforts.

ServiceNow Customer Service Management offers responsive and efficient support. Users report quick ticket resolutions, often within hours. Multilingual support is available, and cases are tracked closely. Some organizations rely on internal teams for support, while others experience delays if opting for lower packages. Elite partners enjoy strengthened support relationships. There are direct helplines and portals for assistance. Ratings vary, with support often described between good and excellent, receiving scores from four to nine out of ten.

Initial setup for ServiceNow Customer Service Management is generally straightforward, rated from four to eight out of ten. Deployment takes two to four weeks to months, often depending on customization needs. Private and hybrid environments like AWS can be used. Teams of developers and architects handle the setup, requiring clear guidelines to align processes. Maintenance is typically easy unless heavily customized, which can complicate upkeep if not following best practices.

ServiceNow Customer Service Management is highly scalable, supporting thousands of users without issues. Organizations benefit from customizable features and extensive handling of users and transactions. Many users rate its scalability nine out of ten, highlighting its capacity to streamline processes across diverse teams. Effective management of IT processes and self-service abilities are noted, alongside ample storage capacity that expands automatically when necessary. Users have not faced charges for exceeding space allocation, reflecting robust architecture.

ServiceNow Customer Service Management is consistently stable, rated nine out of ten by users. It handles large-scale transactions smoothly, often catering to corporate users. Its bi-annual releases ensure stability by introducing hard fixes and features. Occasionally, portal-related issues arise due to development techniques, but distributing traffic across portals enhances performance. The system's capability to manage numerous transactions and users is commendable, leading users to experience minimal challenges or downtimes.