ServiceNow Customer Service Management

Was ist ServiceNow Customer Service Management?

ServiceNow Customer Service Management wurde für die digital vernetzte Dienstleistungswirtschaft entwickelt. Die Konvergenz von Produkten und Dienstleistungen erhöht die Erwartungen der Kunden. Aber traditionelle Kundenbetreuungstools funktionieren nicht mehr.

Wer verwendet ServiceNow Customer Service Management?

Verbessere deinen Kundenservice vom Problem bis zur Lösung. Großartiger Service bedeutet mehr als nur die Einbindung deiner Kunden. Verbinde den Kundenservice mit anderen Teams, um Probleme schnell und proaktiv zu lösen.

ServiceNow Customer Service Management – Details

ServiceNow

2012 gegründet

ServiceNow Customer Service Management – Details

ServiceNow

2012 gegründet

ServiceNow Customer Service Management – Videos und Bilder

Videos zu ServiceNow Customer Service Management

Kosten ähnlicher Produkte wie ServiceNow Customer Service Management vergleichen

Startpreis

Nicht verfügbar
19,00 $/Monat
6,00 $/Monat
18,00 $/Monat

Kostenlose Version

Kostenlose Version Nein
Kostenlose Version Nein
Kostenlose Version Ja
Kostenlose Version Ja

Gratis Testen

Gratis Testen Nein
Gratis Testen Ja
Gratis Testen Nein
Gratis Testen Ja

ServiceNow Customer Service Management – Bereitstellung und Support

Kundenbetreuung

  • 24/7 Live-Support
  • Chat

Einsatz

  • Cloud, SaaS, webbasiert
  • Android (mobil)
  • iPhone (mobil)
  • iPad (mobil)

Training

  • Persönlich
  • Live Online
  • Webinare
  • Dokumentation

Funktionen von ServiceNow Customer Service Management

  • API
  • Aktivitäts-Dashboard
  • Aktivitäts-Verfolgung
  • Aktivitätsmanagement
  • Alarmfunktion / Benachrichtigungen
  • Angebote / Schätzungen
  • Anpassbare Berichte
  • Anpassbare Felder
  • Anpassbare Vorlagen
  • Aufgabenmanagement
  • Berichterstattung / Analyse
  • Berichterstattung und Statistik
  • CRM
  • Chancenmanagement
  • Daten-Import / -Export
  • Dokumentenspeicher
  • Drag-and-Drop
  • Drittanbieter-Integration
  • E-Mail Marketing
  • E-Mail-Management
  • E-Mail-Vorlagen
  • Erinnerungen
  • Gebietsmanagement
  • Interne Chat-Integration
  • Kalender-/Erinnerungssystem
  • Kalender-Synchronisierung
  • Kalenderverwaltung
  • Kampagnenmanagement
  • Kontakt-Datenbank
  • Kontaktmanagement
  • Kundendatenbank
  • Lead-Erfassung
  • Lead-Generierung
  • Lead-Qualifizierung
  • Leadmanagement
  • Marketing-Automatisierung
  • Mobiler Zugriff
  • Pipeline-Management
  • Prognose
  • Prognosen
  • Sales-Pipeline-Management
  • Segmentierung
  • Social-Media-Integration
  • Umsatzentwicklung-Analyse
  • Verfolgung von Interaktionen
  • Verkaufsberichte
  • Verkaufsprognose
  • Workflow-Management
  • Zugriffsquellen-Verfolgung

Siehe die vollständige CRM-Systeme Liste

  • API
  • Aktivitäts-Verfolgung
  • Anpassbare Formulare
  • Anpassbare Vorlagen
  • Automatische Antworten
  • Berichterstattung und Statistik
  • Call-Center-Management
  • Daten-Import / -Export
  • Drag-and-Drop
  • Drittanbieter-Integration
  • E-Mail-Management
  • Echtzeit-Aktualisierungen
  • Echtzeit-Analytik
  • Echtzeit-Benachrichtigungen
  • Echtzeit-Berichterstattung
  • Echtzeitüberwachung
  • Einmalige Anmeldung
  • Engagement-Tracking
  • Ereignisgesteuerte Aktionen
  • Inbox-Management
  • Kalenderverwaltung
  • Kommunikationsmanagement
  • Kontakt-Datenbank
  • Kontaktmanagement
  • Kundendatenbank
  • Kundendienst-Analyse
  • Kundenhistorie
  • Kundensegmentierung
  • Leistungskennzahlen
  • Leistungsmanagement
  • Live-Chat
  • Mehrere Benutzerkonten
  • Mitarbeitermanagement
  • Multi-Channel-Kommunikation
  • Regelbasierter Workflow
  • SMS-Nachrichtenversand
  • Self-Service Portal
  • Social-Media-Integration
  • Supportticket-Management
  • Terminverwaltung
  • Umfragen & Feedback
  • Verfolgen von Support-Tickets
  • Virtueller Assistent
  • Voice-Mail
  • Vorlagen-Management
  • Warnungen / Eskalation
  • Warteschlangenmanagement
  • Weiterleitung von Anrufen (Call Routing)
  • Wissensbasis-Management
  • Workflow-Management

Siehe die vollständige Kundenservice Software Liste

Alternativen für ServiceNow Customer Service Management

Mehr Alternativen zu ServiceNow Customer Service Management

Erfahrungen mit ServiceNow Customer Service Management

Alle 111 Nutzerbewertungen lesen

Durchschnittliche Bewertung

Gesamt
4,3
Benutzerfreundlichkeit
4
Kundenservice
4,2
Funktionen
4,3
Preis-Leistungs-Verhältnis
4,1

Nutzerbewertungen nach Bewertung

5
54
4
42
3
14
2
1

Nutzerbewertungen nach Unternehmensgröße (Angestellte)

  • <50
  • 51-200
  • 201-1.000
  • >1.001
Jason P.
Jason P.
Application Analyst in USA
Verifizierter Nutzer auf LinkedIn
Computer-Software, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

ServiceNow A Great Piece of Software

5 vor 2 Jahren

Kommentare: We use it to enter tickets for clients experiencing issues with our software. I use it on a daily basis to log these tickets and to keep records of issues that are clients experience.

Vorteile:

This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.

Nachteile:

There are times that it can be slow when trying to interact with some of the dashboards.

Ryan W.
Analyst Developer in Kanada
Telekommunikation, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Complete Package

4 vor 2 Jahren

Kommentare: We are using this ServiceNow CSM as our primary Customer Service tool and we are easily able to manage thousands of cases per day which we have found difficult when using other applications in the past.

Vorteile:

The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible.

Nachteile:

ServiceNow's easy of customization can also be its achilles heel. If managed improperly or over-customized it does not take long to make oob upgrade path unsustainable.

Colleen S.
Eccomerce Specialist in Mexiko
Kosmetik, 51-200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Horrible customer experience

3 vor 3 Jahren

Kommentare: My overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds. Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.
Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.

Vorteile:

-can search to find topics -can customize search for tickets and service request -can excel tickets and customize the information -if you developers access you can create reports -receive email confirmation and when tickets are updated -can uploads images and video

Nachteile:

-when creating a service request the user cannot specify the name. First a request is created [sc_request] then automatically a requested Item is created [sc_req_item] with a default title which is extremely confusing -only the user who created Incidents can reopen Incidents -only the user who created Incidents can then link to previously closed incidents -if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket -Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened) -IT Portal view doesn't save views, views are only saved for that session

Verifizierter Rezensent
R&D Support in Indien
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 501-1.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

A good ticketing tool with lot of options to develop

4 letztes Jahr

Kommentare: The tool is good for any service based organization but needs to focus on some improvements because there are several ticketing tools available in the market with better options

Vorteile:

It does have good platform to create knowledge articles and save it This can be easily adapted by any organization

Nachteile:

Need to improve the UI Should have a Better tracking of the comments from the user and the agent

Stacey B.
Stacey B.
Systems Administrator in USA
Verifizierter Nutzer auf LinkedIn
Hochschulbildung, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Lot's of features, lot's of complexity.

4 vor 3 Jahren

Kommentare: 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.

Vorteile:

Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.

Nachteile:

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.