ServiceNow Customer Service Management Reviews

User Rating

4.6/5 (Based on 177 Ratings)

Rating Distribution

Excellent
63.8%
Very Good
31.6%
Average
2.8%
Poor
1.1%
Terrible
0.6%

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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.

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Reviews

Winfried J

May 8, 2025 Source: G2.com

Customers usually have siloed systems and CSM brings it all together under one unified hood to address the propblems Very intuitive Solution with endless possibilities

What do you like best about ServiceNow Customer Service Management?

It can be extended with different modules like Sales and Order Management, Retail Operations Management, Field Service Management and many more applications that extends CSM

What do you dislike about ServiceNow Customer Service Management?

There is really nothing that I would consider to dislike Customer Service Management. It is fun working with it so I currently do not see any disadvantages

What problems is ServiceNow Customer Service Management solving and how is that benefiting you?

It brings great benefits for the customer support.

Verified User in Information Technology and Services

May 8, 2025 Source: G2.com

Customer Service Management

What do you like best about ServiceNow Customer Service Management?

Case management, Playbooks, Ease to use, Easy integration with other system, Customer Service portal, Install base, intern connection of each modules with in ServiceNow.

What do you dislike about ServiceNow Customer Service Management?

HI Support is slow sometimes which is impacting the our Customer SLA, Integration fall outs, recent frequent outages which is causing the customer outage.

What problems is ServiceNow Customer Service Management solving and how is that benefiting you?

Change Automation, Customer Case Management, Customer self service and status tracking. Customer Contact management and running various internal and external reports.

Briana C

May 7, 2025 Source: G2.com

Service Now User

What do you like best about ServiceNow Customer Service Management?

templating for tickets, ease of change/update for tickets and updating fields. Home dashabord easy to make your won and to keep an eye on for admin tasks.

What do you dislike about ServiceNow Customer Service Management?

360 model would help us know the customer better and upfront. This would help our agents know what our customers are up to before speaking with them.

Recommendations to others considering ServiceNow Customer Service Management?

ease of use and filtering. it seems a bit clunky to learn and discover. Once known then it becomes a bit easier.

What problems is ServiceNow Customer Service Management solving and how is that benefiting you?

housing customer concerns via digital channels and housing them in a way than can be looked up quickly. If you know how to properly filter, then it becomes a lot easier for you to see.

P V S

May 7, 2025 Source: G2.com

CSM application review - Great

What do you like best about ServiceNow Customer Service Management?

ServiceNow's CSM is a great application. I've seen a lot of customers use this product and benefit from the baseline capabilities. It's very easy to setup

What do you dislike about ServiceNow Customer Service Management?

Nothing at the moment. I've seen the product benefit a lot of customers

Recommendations to others considering ServiceNow Customer Service Management?

It's has pre built capabilities and AI. I strongly suggest using the application

What problems is ServiceNow Customer Service Management solving and how is that benefiting you?

I've seen ServiceNow's CSM used in multiple ways across different customer environments. It ensure all the aspects required for supporting a customer is available on a single place.

Srinivas R

May 7, 2025 Source: G2.com

) which enables company to take actions beforehand, Great experience in integrating CSM to various social media tools and receiving feeds online quickly

What do you like best about ServiceNow Customer Service Management?

Easy to integrate with external and internal systems to receive customer notifications and alerts realtime. Also was quick in Rolling out the OOB features

What do you dislike about ServiceNow Customer Service Management?

Chat feature is something which can be enhanced and can be made more user friendly for a B2C ecosystem. Reporting also needs a lot of customizations..

What problems is ServiceNow Customer Service Management solving and how is that benefiting you?

Customer and network tickets capturing from both internal and external sources (Linkedin, Facebook, etc..

Verified User in Telecommunications

May 7, 2025 Source: G2.com

it is great to report and identify oppertunites and building robust data driven actions CSM - still new and is at exploratory stage

What do you like best about ServiceNow Customer Service Management?

The workflow management and the ease at which integrations can be done. The service management workspace and templates make it easier for the agents to documents

What do you dislike about ServiceNow Customer Service Management?

There are concern over security and user PII information being stored. There should be an option to allow individuals to pick data that needs to be masked

What problems is ServiceNow Customer Service Management solving and how is that benefiting you?

ease of workflows and integration multiple teams with the single platform.

shelly g

May 7, 2025 Source: G2.com

Review

What do you like best about ServiceNow Customer Service Management?

It is customizable, engaging and easy to use. The organization can use the platform as it's own and the user experience is easy to follow for the employees to use the functionality.

What do you dislike about ServiceNow Customer Service Management?

Integrations with other systems take time and would need steep journey for the developers to work on in terms of implementation. Channel features would need additional UAT.

What problems is ServiceNow Customer Service Management solving and how is that benefiting you?

Self service support - customizable customer portal, connecting customers via communities and building a knowledge library. The overall implementation is also to connect with virtual agents.

yvette l

May 7, 2025 Source: G2.com

SNOW Customer Service Mgmt

What do you like best about ServiceNow Customer Service Management?

I love the Workspaces and feel that it will be so cool for our agents to use. The ease of use is really what inspired me to look at it and promote the use of it in our system

What do you dislike about ServiceNow Customer Service Management?

Nothing yet. I'm looking forward to getting more involved in the Workspace and having my agents tell me what their thoughts about working the Customer Support

What problems is ServiceNow Customer Service Management solving and how is that benefiting you?

Getting ready of all paper processes. Allowing our customers to have a better seamless experience when needing customer service support and moving more toward automation.

william f

May 6, 2025 Source: G2.com

We will leverage a clients ServiceNow implementation through service bridge while handling their level 1 support issues and passing along the level 2 and level 3 B2B Customer Service at Its Finest

What do you like best about ServiceNow Customer Service Management?

ServiceNow CSM gives customers the ability to manage incoming cases with the ease and flexibility necessary to run a smooth and cohesive experience for its users.

What do you dislike about ServiceNow Customer Service Management?

The beauty of using ServiceNow is the ability to engage anyone across the organization as they are needed. The downside of running CSM standalone is that it wont necessarily be that "single pane of glass" experience unless your utilizing a multitude of their products

What problems is ServiceNow Customer Service Management solving and how is that benefiting you?

For us in particular, we utilize ServiceNow CSM as an MSP.

Verified User in Telecommunications

May 6, 2025 Source: G2.com

New to platform

What do you like best about ServiceNow Customer Service Management?

Just getting started on building and the support has been great. Here to learn more about options available and solutions for our company. Looking forward to more

What do you dislike about ServiceNow Customer Service Management?

Time to set up but I know investment is worth it. There really isn’t a lot not to like nor appreciate about the solutions we’ve been offered as of yet.

What problems is ServiceNow Customer Service Management solving and how is that benefiting you?

Taking the work out of our agents to free them up to focus more on customer aspect than the mundane work we do day in and day out- great stuff so far.

ServiceNow Customer Service Management Reviews

User Rating

Rating Distribution

Do You Use ServiceNow Customer Service Management?

Review Summary

Pros

Cons

Winfried J

Verified User in Information Technology and Services

Briana C

P V S

Srinivas R

Verified User in Telecommunications

shelly g

yvette l

william f

Verified User in Telecommunications

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