ServiceNow Customer Service Management
ServiceNow Customer Service Management
About ServiceNow Customer Service Management
ServiceNow Customer Service Management (CSM) is a cloud-based product that provides organizations with a powerful and comprehensive toolset to manage customer interactions and streamline customer service operations, all while reducing the cost to serve. The platform's architecture is designed to provide seamless integration with existing IT infrastructure, ensuring minimal disruption to existing workflows.
CSM’s primary purpose is to help businesses handle and resolve clients' queries through omni-channel communication, work order assignment, case management, and more. ServiceNow CSM's case management functionality enables agents to manage the entire lifecycle of customer interactions, from initial contact to case closure. This functionality includes a comprehensive set of tools to assign cases, monitor case progress, manage case priority, and track resolution metrics
Another critical feature of ServiceNow CSM is its ability to provide businesses with actionable analytics through interactive dashboards. The platform's analytics capabilities enable businesses to gain valuable insights into customer behavior, track key performance indicators (KPIs), and identify areas of improvement. The analytics dashboard provides a real-time view of customer service trends, allowing businesses to make data-driven decisions and optimize their customer service operations.
ServiceNow CSM's self-service portal is another valuable feature that enables clients to engage on the channel of their choice and raise requests or complaints, create cases, and track the progress of ongoing projects. The portal's intuitive user interface makes it easy for clients to self-serve, reducing the workload of agents, reducing customer effort, and improving customer satisfaction. The platform's Playbooks for CSM module is an advanced feature that allows agents to request information from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform. This feature enables agents to manage and resolve customer queries more efficiently.
The platform's order management functionality provides businesses with a comprehensive set of tools to manage the entire order management lifecycle, from order capture to status tracking. ServiceNow CSM's ticket handling and issue resolution features provide businesses with a streamlined approach to manage customer requests and complaints. The field service management functionality enables businesses to manage field service requests and dispatch technicians more efficiently.
Another critical benefit of ServiceNow platform is its ability to integrate with various third-party applications, including 3CLogic, Adobe, CareAR, Five9, Locus DispatchIQ, and more. The platform's integration capabilities enable businesses to leverage existing software solutions and enhance their customer service operations.
In conclusion, ServiceNow Customer Service Management is a powerful and comprehensive software product designed to streamline customer service operations and improve customer satisfaction. The platform's features, including case management, interactive dashboards, self-service portal, Playbooks for CSM module, and integration capabilities, make it a valuable tool for businesses looking to strengthen their relationships with customers and reduce the cost to serve.
Key benefits of ServiceNow Customer Service Management
ServiceNow Customer Service Management (CSM) is a comprehensive product designed to help businesses deliver a seamless customer experience. With CSM, organizations can streamline their processes, automate their workflows, and provide exceptional customer service experiences. Here are some of the key benefits:
Self-Service
CSM also offers powerful self-service capabilities, enabling businesses to empower customers with the ability to resolve their own issues. With CSM, businesses can provide customers with a self-service portal, where they can access information, submit requests, and track the status of their cases. This approach can improve customer satisfaction, reduce wait times, and free up agents to focus on more complex issues.
Automation
CSM also offers powerful automation capabilities, which can significantly reduce the time it takes to resolve customer issues. With CSM, businesses can automate repetitive tasks, such as case routing and status updates. This approach can free up agents to focus on more complex issues, improve customer satisfaction, and reduce resolution times.
Work Order Assignment
Another benefit of CSM is its ability to streamline work order assignment. With CSM, businesses can assign work orders to agents automatically, based on skills, availability, and workload. This approach can help businesses optimize their resources, improve agent productivity, and reduce resolution times.
Case Management
CSM also offers powerful case management capabilities, enabling businesses to manage and resolve customer issues quickly and efficiently. With CSM, businesses can track case status, assign tasks, and collaborate with team members in real-time. This streamlined approach can improve agent productivity and customer satisfaction.
Omni-Channel Communication
One of the key benefits of CSM is its ability to enable omni-channel communication between customers and agents. With CSM, customers can connect with agents through various channels, including email, phone, chat, social media, and more. This approach allows businesses to engage with customers in the way they prefer, which can improve customer satisfaction and reduce wait times.
Playbooks for CSM
Another powerful feature of CSM is the Playbooks for CSM module. This module enables agents to request information to/from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform. This streamlined approach can help agents resolve issues more efficiently, leading to increased productivity and improved job satisfaction.
Early Detection
CSM also offers early detection capabilities, enabling businesses to identify and address problems before customers are even aware of them. With CSM, businesses can monitor case activity, track trends, and identify potential issues early on. This approach can help businesses avoid negative feedback, reduce the impact of issues on their customers, and improve brand loyalty.
Analytics and Reporting
CSM also offers powerful analytics and reporting capabilities, enabling businesses to gain valuable insights into their customer service operations. With CSM, businesses can track key metrics, such as case volume, resolution times, and customer satisfaction. This data can help businesses identify areas for improvement, optimize their processes, and make data-driven decisions.
In conclusion, ServiceNow Customer Service Management is a powerful platform that can help businesses improve their customer service in a variety of ways. With its powerful features, including omni-channel communication, work order assignment, case management, automation, self-service, early detection, and analytics and reporting, CSM can help businesses provide exceptional customer service experiences, improve agent productivity, and drive growth and success.
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Reviews
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- Industry: Computer & Network Security
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
A Great Tool for all the ITSM needs- One that fits All
Reviewed on 20/09/2022
We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app...
We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules.
Pros
The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem.
Cons
A lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training.
- Industry: Financial Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
One of the best Ticketing tools available
Reviewed on 26/04/2022
Pros
Covers all ITIl aspects w.r.t incident, problem and change management.
It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes.
Given the fact that it also has inbuilt reporting capabilities, this is an absolute must.
It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports.
Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently.
Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc...
Cons
None that I know of as yet.
Whatever customisations i needed were easily available within the existing module.
- Industry: Financial Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Good Tool but performance is an issue
Reviewed on 29/10/2019
Can deny that ServiceNow is the best in the category and offer the most functionalities. However,...
Can deny that ServiceNow is the best in the category and offer the most functionalities. However, performance is truly an issue as page refresh can be lengthy from time to time.
Pros
- out of the box configuration templates is great start point for setup
- Deep integration with other ServiceNow tools (big selections as well)
- easy for administration to benchmark and track support service
- like the fact that it has user customizable queries to filter out only items that you want.
Cons
- Performance is an issue. we have been getting on and off slowness that we can't seem to resolve it.
- over cost is higher compare with its competitors
- there should be ways to duplicates incidents
- Search result is unpredictable, sometimes search does not return the result you want without going into the module first (this is inconvenience as sometimes a ticket number is the only thing given and you have to figure it out what kind of ticket before searching)
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 5.0 /10
Lot's of features, lot's of complexity.
Reviewed on 10/04/2019
Works fine if you don't need to do much more than open tickets that are already assigned to you or...
Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.
Pros
Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.
Cons
Complexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly.
- Industry: Food Production
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
great system for ticketing
Reviewed on 25/09/2022
really great ticketign system. have worked with zendesk, autotask and servicenow is best so far
really great ticketign system. have worked with zendesk, autotask and servicenow is best so far
Pros
works very well for support purposes. has all needed functionalities
Cons
can be complicated when it comes to admin stuff
ServiceNow Customer Service Management FAQs
Below are some frequently asked questions for ServiceNow Customer Service Management.Q. What type of pricing plans does ServiceNow Customer Service Management offer?
ServiceNow Customer Service Management offers the following pricing plans:
- Pricing model: Subscription
- Free Trial: Not Available
Contact ServiceNow for pricing details.
Q. Who are the typical users of ServiceNow Customer Service Management?
ServiceNow Customer Service Management has the following typical customers:
1,001–5,000
Q. What languages does ServiceNow Customer Service Management support?
ServiceNow Customer Service Management supports the following languages:
Brazilian Portuguese, Chinese, Czech, Dutch, English, European Portuguese, Finnish, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish
Q. Does ServiceNow Customer Service Management support mobile devices?
ServiceNow Customer Service Management supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does ServiceNow Customer Service Management integrate with?
ServiceNow Customer Service Management integrates with the following applications:
3CLogic, Bright Pattern, Five9, Jira, Medallia Experience Cloud, Microsoft Teams, SightCall, Sprinklr, Talkdesk, TenFold, Vonage Business Communications, Webex Suite
Q. What level of support does ServiceNow Customer Service Management offer?
ServiceNow Customer Service Management offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, 24/7 (Live rep), Chat
Related categories
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