ServiceNow Customer Service Management

About ServiceNow Customer Service Management

With ServiceNow Customer Service Management (CSM), can create effortless customer experiences that span the entire journey, from initial issue to resolution. CSM unifies front, middle, and back offices on a single platform, empowering teams to proactively address customer issues and instantly handle common customer requests. Increased customer satisfaction, reduced case volume, and lower costs.

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Pricing

Free Trial Not Available
ServiceNow Customer Service Management Offers Custom plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

98%
Reviews

60%
Momentum

65%
Popularity

66%

Platforms Supported

Browser Based (Cloud)

Organization Types Supported

All (Small, Medium, Large)

API Support

NA

Modes of Support

Online

ServiceNow Customer Service Management Features

Show Feature Explanation

Show Missing Features

Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

98%

Unique Features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

Multi-language Support

Available in multiple languages to support global customers

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Concurrent Calling

Allows to place more calls simultaneously without reducing call quality.

ServiceNow Customer Service Management Pricing

Free Trial

Not available

Pricing Options

Premium Plans ( Quotation Based )

Pricing Plans

Standard Custom

For growing businesses that need to create impact with confidence.

Features

Agent Workspace
Case Management
Omni-Channel
Knowledge Management
Walk-Up Experience for Customer Service
Service Management for Issue Resolution
Advanced Work Assignment² ⁴
Engagement Messenger
Digital Portfolio Management

Note:

1 Messaging (part of Omnichannel) is included in the Professional package.
2 Agent Affinity (part of Advanced Work Assignment) is included in the Professional package.
3 IT Operations Management is needed for Proactive Customer Service Operations.
4 Shift-Based Assignment (part of Advanced Work Assignment) is included in the Enterprise Package.
5Now Assist is not included as part of the core package unless purchased in addition to the product.

Professional Custom

 For teams and companies that need to manage CSM and deliver effectively.

Features

Proactive Customer Service Operations³
Task Intelligence
Performance Analytics
Virtual Agent
Outsourced Customer Service
Continual Improvement Management
Vendor Management Workspace
DevOps
Now Assist for CSM⁵
Agent Workspace
Case Management
Omnichannel
Self-Service
Knowledge Management
Walk-Up Experience for Customer Service
Service Management for Issue Resolution
Advanced Work Assignment² ⁴
Engagement Messenger
Digital Portfolio Management

Enterprise Custom

For strategic partners looking for our decades of CSM experience to help them meet their goals.

Features

Workforce Optimization
Process Mining
Now Assist for CSM⁵
Proactive Customer Service Operations³
Task Intelligence
Performance Analytics
Virtual Agent
Outsourced Customer Service
Continual Improvement Management
Vendor Management Workspace
DevOps
Agent Workspace
Case Management
Omnichannel
Self-Service
Knowledge Management
Walk-Up Experience for Customer Service
Service Management for Issue Resolution
Advanced Work Assignment² ⁴
Engagement Messenger
Digital Portfolio Management

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 08/04/2024 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about ServiceNow Customer Service Management Pricing.