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ServiceNow Customer Service Management

ServiceNow Customer Service Management

Automate requests and deliver effortless experiences

About ServiceNow Customer Service Management

ServiceNow Customer Service Management (CSM) is a cloud-based product that provides organizations with a powerful and comprehensive toolset to manage customer interactions and streamline customer service operations, all while reducing the cost to serve. The platform's architecture is designed to provide seamless integration with existing IT infrastructure, ensuring minimal disruption to existing workflows.

CSM’s primary purpose is to help businesses handle and resolve clients' queries through omni-channel communication, work order assignment, case management, and more. ServiceNow CSM's case management functionality enables agents to manage the entire lifecycle of customer interactions, from initial contact to case closure. This functionality includes a comprehensive set of tools to assign cases, monitor case progress, manage case priority, and track resolution metrics

Another critical feature of ServiceNow CSM is its ability to provide businesses with actionable analytics through interactive dashboards. The platform's analytics capabilities enable businesses to gain valuable insights into customer behavior, track key performance indicators (KPIs), and identify areas of improvement. The analytics dashboard provides a real-time view of customer service trends, allowing businesses to make data-driven decisions and optimize their customer service operations.

ServiceNow CSM's self-service portal is another valuable feature that enables clients to engage on the channel of their choice and raise requests or complaints, create cases, and track the progress of ongoing projects. The portal's intuitive user interface makes it easy for clients to self-serve, reducing the workload of agents, reducing customer effort, and improving customer satisfaction. The platform's Playbooks for CSM module is an advanced feature that allows agents to request information from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform. This feature enables agents to manage and resolve customer queries more efficiently.

The platform's order management functionality provides businesses with a comprehensive set of tools to manage the entire order management lifecycle, from order capture to status tracking. ServiceNow CSM's ticket handling and issue resolution features provide businesses with a streamlined approach to manage customer requests and complaints. The field service management functionality enables businesses to manage field service requests and dispatch technicians more efficiently.

Another critical benefit of ServiceNow platform is its ability to integrate with various third-party applications, including 3CLogic, Adobe, CareAR, Five9, Locus DispatchIQ, and more. The platform's integration capabilities enable businesses to leverage existing software solutions and enhance their customer service operations.

In conclusion, ServiceNow Customer Service Management is a powerful and comprehensive software product designed to streamline customer service operations and improve customer satisfaction. The platform's features, including case management, interactive dashboards, self-service portal, Playbooks for CSM module, and integration capabilities, make it a valuable tool for businesses looking to strengthen their relationships with customers and reduce the cost to serve.


Key benefits of ServiceNow Customer Service Management

ServiceNow Customer Service Management (CSM) is a comprehensive product designed to help businesses deliver a seamless customer experience. With CSM, organizations can streamline their processes, automate their workflows, and provide exceptional customer service experiences. Here are some of the key benefits:

Self-Service
CSM also offers powerful self-service capabilities, enabling businesses to empower customers with the ability to resolve their own issues. With CSM, businesses can provide customers with a self-service portal, where they can access information, submit requests, and track the status of their cases. This approach can improve customer satisfaction, reduce wait times, and free up agents to focus on more complex issues.

Automation
CSM also offers powerful automation capabilities, which can significantly reduce the time it takes to resolve customer issues. With CSM, businesses can automate repetitive tasks, such as case routing and status updates. This approach can free up agents to focus on more complex issues, improve customer satisfaction, and reduce resolution times.

Work Order Assignment
Another benefit of CSM is its ability to streamline work order assignment. With CSM, businesses can assign work orders to agents automatically, based on skills, availability, and workload. This approach can help businesses optimize their resources, improve agent productivity, and reduce resolution times.

Case Management
CSM also offers powerful case management capabilities, enabling businesses to manage and resolve customer issues quickly and efficiently. With CSM, businesses can track case status, assign tasks, and collaborate with team members in real-time. This streamlined approach can improve agent productivity and customer satisfaction.

Omni-Channel Communication
One of the key benefits of CSM is its ability to enable omni-channel communication between customers and agents. With CSM, customers can connect with agents through various channels, including email, phone, chat, social media, and more. This approach allows businesses to engage with customers in the way they prefer, which can improve customer satisfaction and reduce wait times.

Playbooks for CSM
Another powerful feature of CSM is the Playbooks for CSM module. This module enables agents to request information to/from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform. This streamlined approach can help agents resolve issues more efficiently, leading to increased productivity and improved job satisfaction.

Early Detection
CSM also offers early detection capabilities, enabling businesses to identify and address problems before customers are even aware of them. With CSM, businesses can monitor case activity, track trends, and identify potential issues early on. This approach can help businesses avoid negative feedback, reduce the impact of issues on their customers, and improve brand loyalty.

Analytics and Reporting
CSM also offers powerful analytics and reporting capabilities, enabling businesses to gain valuable insights into their customer service operations. With CSM, businesses can track key metrics, such as case volume, resolution times, and customer satisfaction. This data can help businesses identify areas for improvement, optimize their processes, and make data-driven decisions.

In conclusion, ServiceNow Customer Service Management is a powerful platform that can help businesses improve their customer service in a variety of ways. With its powerful features, including omni-channel communication, work order assignment, case management, automation, self-service, early detection, and analytics and reporting, CSM can help businesses provide exceptional customer service experiences, improve agent productivity, and drive growth and success.


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US$15.00
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Reviews

Overall rating

4.3 /5
(147)
Value for Money
4.1/5
Features
4.3/5
Ease of Use
4.0/5
Customer Support
4.2/5

Already have ServiceNow Customer Service Management?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 147
Antonio
Antonio
Overall rating
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

CIS of ServiceNow

Reviewed on 05/03/2018

Expand the uses of the ServiceNow Instances, initially oriented to the ITSM main process (Incident,...

Expand the uses of the ServiceNow Instances, initially oriented to the ITSM main process (Incident, Problem, Change, Asset, CMDB) to the Customer Support side,

Pros

You can integrate in the Customer Service Management Side, differents process like Case Management, Field Service, and inclusive Sales Force (Using a Plugin) in a single system of records. That gives you the oportunity to manage the main need from the CRM in order to give support of the needs of your clients using differents channels (Web Portal, Email, Chat, Phone, Mobile Apps).

Cons

In order to cover the need for a CRM solutions some customization may be completed, normally with plugins available into the ServiceNow Instance,

Verified Reviewer
Overall rating
  • Industry: Gambling & Casinos
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

"I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application...

Reviewed on 27/09/2020

ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability....

ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability. The business users have end to end visibility into the incidents (INCs), requests (REQs), request items (RITMs), change requests (CHGs), Configuration items (CIs) etc. so that triaging of tickets becomes easier for both end users and help desk. Being Business Systems Analyst, I have had an opportunity to work closely with enterprise service desk to create configuration items (CIs) and publish knowledge base article (KBAs). Having ServiceNow ITSM implemented as service management system, I can easily make requests through the user-friendly cloud platform and view the updates of work being done against my requests.

Pros

I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices.

Cons

I have not had such experience to dislike this product. being ITIL certified Analyst, I deem this product very appropriate to follow standard service management practices.

Vershley
Overall rating
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Great tool for tickets management

Reviewed on 15/07/2021

Quite a good tool. There are other tools that are available right now that does almost the same...

Quite a good tool. There are other tools that are available right now that does almost the same job. ServiceNow needs innovate fast. From the few months i've used the system, I've never got any major issues.

Pros

Easy to know which tickets me or my team have been assigned to. Setting up dashboards can be tricky but once they have been set, we can easily identify the workload for the week.

Cons

Quite complex to set up dashboards, this needs to be simplified. The website can be slow at times and finding a specific keywords on a ticket can be difficult at times.

Alternatives Considered

Azure DevOps Services

Switched From

Azure DevOps Services
Verified Reviewer
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

It's a great ticket system

Reviewed on 19/01/2018

Time table of incidents and reports of common every day problems .

Time table of incidents and reports of common every day problems .

Pros

Very easy to create tickets and can be customized to work with your environment. User inventory can easily be populated to all of your company assets. User field can be populated automatically to bring up a user name and profile information.

Cons

Ticket system should automatically be saved. I wished there was a way to duplicate a ticket to a new ticket number for items not resolved. Instead of re-opening a ticket.
Your ticket search buttons should be easier to search, I have gotten lost several times searching for tickets.

Verified Reviewer
Overall rating
  • Industry: Food & Beverages
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great for IT Technicians

Reviewed on 16/08/2019

Use this software from the in my shift from 8am - 5pm. This is my main tool to perform my job and...

Use this software from the in my shift from 8am - 5pm. This is my main tool to perform my job and have had hardly any issues with it. Very user friendly.

Pros

Easily able to manage tickets placed by the customer. awesome search capabilities when looking for something specific about a customer. Able to tracks assets, user information. The ability to customize the UI for your needs

Cons

The software can be a bit slow. The mobile version of the application is a bit slow as well, not sure if this is due to how our organization has it setup.

Showing 5 reviews of 147 Read all reviews

ServiceNow Customer Service Management FAQs

Below are some frequently asked questions for ServiceNow Customer Service Management.

ServiceNow Customer Service Management offers the following pricing plans:

  • Pricing model: Subscription
  • Free Trial: Not Available

Contact ServiceNow for pricing details.

ServiceNow Customer Service Management has the following typical customers:

1,001–5,000

ServiceNow Customer Service Management supports the following languages:

Brazilian Portuguese, Chinese, Czech, Dutch, English, European Portuguese, Finnish, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish

ServiceNow Customer Service Management supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

ServiceNow Customer Service Management integrates with the following applications:

3CLogic, Bright Pattern, Five9, Jira, Medallia Experience Cloud, Microsoft Teams, SightCall, Sprinklr, Talkdesk, TenFold, Vonage Business Communications, Webex

ServiceNow Customer Service Management offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, 24/7 (Live rep), Chat

Related categories

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