ServiceNow Customer Service Management Reviews

Name: ServiceNow Customer Service Management
Brand: ServiceNow
Rating: 4.2 (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 #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 8.4 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 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

December 2024

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Helped 831,158 peers since 2012

Featured reviews

Rupesh Jethwa

Solutions Architect at Globant

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. Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the customers.

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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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UdayThentu

Project Manager at MindTree

The tool is highly scalable. I rate the scalability a nine out of ten. Many cross-functional teams in our organization used the product. We had more than 50 support personnel. The number of end users was quite high. The whole organization was in a self-service mode. We could create requests ourselves. It allowed us to streamline the IT processes and the request management system.

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ServiceNow Customer Service Management mindshare

Product category:

As of January 2025, the mindshare of ServiceNow Customer Service Management in the CRM Customer Engagement Centers category stands at 9.2%, up from 2.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

PeerAnalyst reports

Type	Title	Date
Category	CRM Customer Engagement Centers	Jan 21, 2025	Download
Product	Reviews, tips, and advice from real users	Jan 21, 2025	Download
Comparison	ServiceNow Customer Service Management vs Microsoft Dynamics CRM	Jan 21, 2025	Download
Comparison	ServiceNow Customer Service Management vs Salesforce Service Cloud	Jan 21, 2025	Download
Comparison	ServiceNow Customer Service Management vs Oracle Fusion Service	Jan 21, 2025	Download

Title	Rating	Mindshare	Recommending
Microsoft Dynamics CRM	3.9	26.1%	92%	76 interviews Add to research
Salesforce Service Cloud	4.2	19.1%	96%	51 interviews Add to research

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.