ServiceNow Customer Service Management Reviews

Name: ServiceNow Customer Service Management
Brand: ServiceNow
Rating: 4 (6 reviews)

4.2 out of 5

6 reviews
100% willing to recommend

What is ServiceNow Customer Service Management?UNIXBusinessApplication
Price:

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 #5 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 47% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 34% of all views.

Buyer's Guide

CRM Customer Engagement Centers

May 2024

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Helped 772,649 peers since 2012

Featured reviews

Rupesh Jethwa

Solutions Architect at Globant

Sep 11, 2023

When it comes to ServiceNow Customer Service Management, my company deals with a lot of vendors. My company manages infrastructures, deployments, and different products from different vendors with the help of ServiceNow Customer Service Management. My company helps with the creation of use cases…

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PawanKumar7

Chief Manager E&I at a wholesaler/distributor with 51-200 employees

Aug 16, 2022

I mainly use ServiceNow Customer Service Management as an IT CRM, for example, if I'm facing an issue in IT, I create an incident on the tool, then it will go to the concerned team that will deploy and resolve my issue What I like best about ServiceNow Customer Service Management is that it's a…

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GarethPeterson

IT Service Management at Go-Ahead

Oct 20, 2023

We use the product for incident, problem, release, and supplier management The tool's most valuable feature is the service portal. The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer…

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ServiceNow Customer Service Management market share

Product category:

As of June 2024, the market share of ServiceNow Customer Service Management in the CRM Customer Engagement Centers category stands at 10.0%, up from 2.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Key learnings from peers

Valuable Features

"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."
"The tool's most valuable feature is the service portal."
"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."

Room for Improvement

"The product's AI feature should be improved."
"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."
"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."

Pricing

"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."
"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our CRM Customer Engagement Centers Buyer's Guide for additional reliable information.