ServiceNow Customer Service Management Reviews

ServiceNow Customer Service Management delivers considerable ROI by enhancing business processes and reducing costs. Organizations benefit from its ability to handle complaints, manage service requests, and efficiently track tickets, leading to quick returns on investments. Users experience improvements in resource savings and operational efficiency. Downtime and critical issues are swiftly addressed, resulting in increased outcomes and revenue. Success depends on deployment strategy, the quality of solution partners, and the client's understanding of business objectives.

ServiceNow Customer Service Management is considered expensive with a premium price point, often rated between five and seven on a ten-point scale for cost. Some users note it costs around half a million US dollars annually, making it potentially prohibitive for smaller businesses. However, enterprise users recognize its value in enhancing business operations and administrative efficiencies, justifying the investment for larger organizations.

• "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 utilized for commercial risk business support, IT incidents, vendor management, integration with IVR systems, and comprehensive workflows. Organizations manage incidents, service requests, changes, knowledge, and infrastructure, enhancing customer service. They implement workflows for environment management, integrate ticketing systems, and automate service requests via APIs and connectors. It's used to manage middle, back, and front offices while maintaining ITSM processes without exposing technical details.

ServiceNow Customer Service Management technical support is praised for responsiveness and effective resolution of issues. Many rate it highly, with immediate help available through a direct helpline and portal. Some companies use internal teams rather than contacting ServiceNow directly. Support experiences vary, with elite partners reporting excellent service. Multilingual support, including Spanish and English, is noted. However, concerns exist over the need for more technical personnel and support delays with lower packages. Overall, the service is highly reliable.

The initial setup of ServiceNow Customer Service Management is generally straightforward and easy. Ratings range from six to eight on ease scales, with deployment potentially taking weeks or months. Engagement with multiple teams and adherence to best practices simplifies the deployment. Customization can complicate maintenance. Some users appreciate the cloud benefits and simplicity, while others note variation due to business process mapping and customization requirements. Users find setup manageable with appropriate resources and planning.

ServiceNow Customer Service Management is praised for its high scalability, accommodating thousands of users efficiently. Users commend its ability to manage large volumes without issues, highlighting its adaptability to various business needs. Many find it customizable and capable of expanding resources, ensuring smooth operations without additional costs. Despite minor concerns about performance at times, it consistently scores high in satisfaction, indicating its robustness in handling extensive user bases and transactions efficiently.

ServiceNow Customer Service Management is consistently stable, with ratings frequently at nine out of ten. Users praise its ability to manage large transaction volumes and user bases. Issues are rare and typically tied to portal distribution rather than inherent faults. Regular updates and the ability to function 24/7 with minimal downtime highlight reliability. Customization limitations and minor delays exist but do not significantly impact stability, making it suitable for large-scale enterprises seeking robust performance.