ServiceNow Customer Service Management Reviews

We use ServiceNow Customer Service Management for our commercial risk business. We use it to support middle office, back office, and front office colleagues.

Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities.

The price could be better. ServiceNow should price products more reasonably.

I have been using ServiceNow Customer Service Management for almost three years.

ServiceNow Customer Service Management is mostly stable. 

ServiceNow Customer Service Management is a scalable solution. We have about 2,000 users, mainly in back-office operations.

Technical support is responsive and resolves our tickets.

On a scale from one to five, I would give technical support a four.

Positive

The initial setup is straightforward. 

An integrator implemented this solution. 

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

ServiceNow Customer Service Management is user-friendly compared to other solutions. 

On a scale from one to ten, I would give ServiceNow Customer Service Management a nine.

We use ServiceNow Customer Service Management as an ITSM application to manage incidents and change requests. An organization can use it to manage external customers. 

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 product's AI feature should be improved. 

ServiceNow Customer Service Management makes sure that there is stability with two releases each year. Each release will have some hard fixes, patches, or new features. 

The tool is scalable, which is one of its best features. It is customizable. 

I have contacted the team when we needed quick fixes for issues on behalf of our customers. They have a direct helpline and a portal. You can use the helpline if you need immediate support. Else, you can use the customer portal to raise the issue. The team will respond based on priority. My experience is between good and excellent. 

You need to get a subscription for the tool's cloud access. Its implementation can take time since you need to map the business processes. 

I rate the product an eight out of ten. 

We use the solution as a government workflow solution.

The solution improves the workflow and business process automatically. The previous method was not as automated and efficient.

Workflow management is the most important feature.

The solution could improve its integration.

I have been using ServiceNow CSM for more than a year.

The solution’s scalability is excellent.

I rate the solution’s scalability a nine out of ten.

The initial setup is easy.