ServiceNow Customer Service Management Reviews

ServiceNow Customer Service Management is perceived as expensive by users, often rated between five to seven on a pricing scale of ten, where ten is most costly. While considered a premium-priced solution, many believe the cost is justified due to its substantial impact on enhancing business operations. Pricing experiences vary, with some not directly involved and others expressing satisfaction despite the high cost.

• "The product has a premium price"
• "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 used for commercial risk businesses supporting middle, back, and front office colleagues. It serves as an IT CRM for incident management and vendor management solutions. Organizations manage incidents, problems, releases, and suppliers, using it for ITSM, government workflows, and integrating IVR systems. Users focus on change management, SLAs, asset management, and evaluating ITOM solutions. They create use cases but rely on third-party infrastructure maintenance.

ServiceNow Customer Service Management's support is rated as responsive and effective, frequently resolving issues quickly. Fast responses to urgent tickets and a multilingual team enhance accessibility. Delays may occur for lower-tier packages. Technical understanding could improve with more experts. Companies appreciate the direct helpline and portal for prioritizing issues. Elite partners report excellent support, but some prefer internal teams over ServiceNow's support. Ratings range from good to excellent, generally favoring ServiceNow's technical assistance.

The initial setup of ServiceNow Customer Service Management is often straightforward and easy, but its complexity varies with customization needs. Deployment can take weeks to months, often requiring teamwork and strategic planning. In some cases, implementing large-scale projects may last years. Simplicity is achieved by aligning processes with its recommendations, while significant customization complicates maintenance. Ratings range between four to eight out of ten, reflecting varied user experiences.

ServiceNow Customer Service Management offers exceptional scalability, earning high ratings. It supports thousands of users, managing extensive system loads without issues. Businesses leverage its scalability to enhance operations, utilizing ample storage and customizing features. Organizations spanning various sectors employ it effectively, facilitating process automation and IT management. The expandable storage and ability to handle a large number of transactions make it a preferred choice for numerous entities. Robust scalability contributes significantly to smooth business processes.

ServiceNow Customer Service Management is highly stable, consistently receiving ratings of nine out of ten. Users appreciate its ability to handle numerous transactions and users, including those from large-scale enterprises. Regular updates with fixes and new features contribute to its reliability. While some portal-related issues can occur due to development techniques, distributing traffic across multiple portals mitigates this. Customization limitations and occasional operational delays are mentioned, but stability remains largely unaffected.