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ServiceNow

ServiceNow Customer Service Management

Composite Score

8.6 /10

CX Score

8.9 /10

40 Reviews Write a Review

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What is ServiceNow Customer Service Management?

Great service isn't just the responsibility of the customer service department. Connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction using Customer Service Management.

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ServiceNow Customer Service Management Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on ServiceNow Customer Service Management.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

92 Likeliness to Recommend

100 Plan to Renew

86 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+93 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love ServiceNow Customer Service Management?

0% Negative

0% Neutral

100% Positive

Pros

Performance Enhancing
Enables Productivity
Inspires Innovation
Respectful

Feature Ratings

Average 83

Analytics and Reporting

Contact Center Integration

Customer Service Workflow Management

Intelligent Search

Customer Self Service Capabilities

Customer Service Knowledge Management

Customer Community Management

Agent Scripting

Multi Channel Support

Agent Collaboration

Mobile Customer Care

Vendor Capability Ratings

Average 81

Business Value Created

Availability and Quality of Training

Ease of Implementation

Breadth of Features

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

Ease of IT Administration

Ease of Data Integration

Vendor Support

Usability and Intuitiveness

ServiceNow Customer Service Management Reviews

Bilal Ahmad k.

Role: Information Technology
Industry: Engineering
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2025

Service Now.

Likeliness to Recommend

9 /10

What differentiates ServiceNow Customer Service Management from other similar products?

As a single repository for All ITSM functions , Service now is better than most available tools in the market.

What is your favorite aspect of this product?

Change management and KMDB

What do you dislike most about this product?

Nothing to dislike

What recommendations would you give to someone considering this product?

If you would want your service management to be unified you must opt for service now.

Pros

Performance Enhancing
Enables Productivity
Unique Features
Effective Service

Sushil M.

Role: Operations
Industry: Finance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2025

Robust and scalable customer service platform

Likeliness to Recommend

10 /10

What differentiates ServiceNow Customer Service Management from other similar products?

ServiceNow Customer Service Management stands out for its deep ITSM integration, powerful automation, and end-to-end workflow capabilities. Unlike many tools that focus only on ticket resolution, ServiceNow connects customer service with other business functions (IT, HR, operations), enabling faster issue resolution, better visibility, and proactive service. Its scalability and customization make it ideal for enterprise needs

What is your favorite aspect of this product?

My favorite aspect of ServiceNow is its powerful automation and workflow engine, which streamlines complex processes and reduces manual effort, making issue resolution much faster.

What do you dislike most about this product?

The main drawback is that ServiceNow can feel complex at first and requires proper training and configuration to fully leverage its features

What recommendations would you give to someone considering this product?

I’d recommend ServiceNow to organizations with complex workflows and high ticket volumes. Invest time in proper setup and training to unlock its full potential, as its automation and integration capabilities are excellent once configured.

Pros

Continually Improving Product
Reliable
Enables Productivity
Appreciates Incumbent Status

Rakesh K.

Role: Consultant
Industry: Consulting
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Sep 2025

Best ITSM platform

Likeliness to Recommend

9 /10

What differentiates ServiceNow Customer Service Management from other similar products?

The reporting in servicenow is the best reporting I have seen in such a tool

What is your favorite aspect of this product?

Reports developed in servicenow

What do you dislike most about this product?

Nothing much

What recommendations would you give to someone considering this product?

Best IT service management platform

Pros

Efficient Service
Inspires Innovation
Caring
Generous Negotitation

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ServiceNow Customer Service Management

What is ServiceNow Customer Service Management?

Company Details

Book a Free Demo Today!

ServiceNow Customer Service Management Ratings

92 Likeliness to Recommend

100 Plan to Renew

86 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+93 Net Emotional Footprint

How much do users love ServiceNow Customer Service Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

ServiceNow Customer Service Management Reviews

Bilal Ahmad k.

Service Now.

Likeliness to Recommend

Pros

Sushil M.

Robust and scalable customer service platform

Likeliness to Recommend

Pros

Rakesh K.

Best ITSM platform

Likeliness to Recommend

Pros

Most Popular ServiceNow Customer Service Management Comparisons

HubSpot Service Hub

Zendesk for Service

Freshdesk

Salesforce Service Cloud

Microsoft Dynamics 365 for Customer Service

Zoho Desk

Feature Ratings

Analytics and Reporting

Contact Center Integration

Customer Service Workflow Management

Intelligent Search

Customer Self Service Capabilities

Customer Service Knowledge Management

Customer Community Management

Agent Scripting

Multi Channel Support

Agent Collaboration

Mobile Customer Care

Vendor Capability Ratings

Business Value Created

Availability and Quality of Training

Ease of Implementation

Breadth of Features

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

Ease of IT Administration

Ease of Data Integration

Vendor Support

Usability and Intuitiveness