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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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Screenshots & Videos

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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
    67%
  • Momentum
    63%
  • 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

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

Pricing screenshot
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.

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ServiceNow Customer Service Management Reviews

User Rating

4.6/5 (Based on 151 Ratings)

Rating Distribution

  • Excellent

    62.9%
  • Very Good

    31.8%
  • Average

    3.3%
  • Poor

    1.3%
  • Terrible

    0.7%

Do You Use ServiceNow Customer Service Management?

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Review Summary

ServiceNow receives praise for its robust IT service management capabilities, streamlined workflow automation, and user-friendly interface. Users appreciate its scalability and ability to enhance various business processes. Continuous updates and responsive customer support contribute to a positive overall experience. However, some users find its intricate configurations challenging to learn, and the cost of implementation and licensing can be a concern for smaller organizations. A desire for more straightforward customization options has also been expressed.

Pros

  • Streamlines processes and enhances business efficiency.
  • Userfriendly interface simplifies IT service management.
  • Robust automation capabilities save time and resources.

Cons

  • Steep learning curve for complex configurations.
  • Implementation and licensing costs can be a concern.
  • Customization options could be more straightforward.

ServiceNow Customer Service Management Reviews

AI-Generated from the text of User Reviews

Videos on ServiceNow Customer Service Management

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Customer Service ...

ServiceNow Customer Service Management FAQs

What is ServiceNow Customer Service Management used for?

ServiceNow Customer Service Management is Help Desk Software. ServiceNow Customer Service Management offers the following functionalities:

  • AI Assistant
  • Incident Management
  • Social Media Integration
  • Multi-Channel Communication
  • Macros (Templated Responses)
  • Document Storage
  • Customizable Branding
  • Ticket Management
  • Surveys & Feedback
  • Known Issue Management
  • Knowledge Base
  • Contract (SLA Management)
  • Community Forums
  • Automated Routing
  • Alerts (Escalation)
  • Self Service Portal
  • Live Chat

Learn more about ServiceNow Customer Service Management features.

What are the top alternatives for ServiceNow Customer Service Management?

Here`s a list of the best alternatives for ServiceNow Customer Service Management:

Does ServiceNow Customer Service Management provide API?

No, ServiceNow Customer Service Management does not provide API.

ServiceNow Customer Service Management Contact

Vendor Details

Santa Clara, California Founded : 2004

Contact Details

+1 408-501-8550

https://www.servicenow.com/products/customer-service-management.html

Social Media Handles

Not available

Customers

7Eleven
LLOYDS
Rogers

Disclaimer

This research is curated from diverse authoritative sources; feel free to share your feedback at feedback@saasworthy.com

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