ServiceNow Customer Service Management

ServiceNow Customer Service Management

von ServiceNow

Wer verwendet ServiceNow Customer Service Management?

Elevating your customer service from request to resolution. Great service means more than engaging your customers. Connect customer service with other teams to resolve issues quickly and proactively.

Was ist ServiceNow Customer Service Management?

ServiceNow Customer Service Management helps increase customer satisfaction while reducing costs by connecting customer service with other departments to resolve complex issues end-to-end. You can monitor trends and customers' products and services to proactively fix problems. Drive action to instantly take care of common customer requests and improve customer and agent experiences.

ServiceNow Customer Service Management – Details

ServiceNow

https://www.servicenow.com/products/customer-service-management.html

Gegründet 2004

ServiceNow Customer Service Management – Kostenübersicht

ServiceNow Customer Service Management bietet keine Gratisversion und keine kostenlose Testversion.

Kostenlose Version

Nein

Gratis Testen

Nein

Einsatz

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

Persönlich

Live Online

Webinare

Dokumentation

Kundenbetreuung

24/7 (Live Vertreter)

Online

ServiceNow Customer Service Management Funktionen

Kundendienst Software
Call-Center-Management
E-Mail-Management
Leistungskennzahlen
Live-Chat
Self-Service Portal
Social-Media-Integration
Terminverwaltung
Umfragen & Feedback
Virtueller Assistent
Warnungen / Eskalation
Warteschlangenmanagement
Wissensdatenbank
Workflow-Management

ServiceNow Customer Service Management – Nutzerbewertungen

Zeigt 5 von 74 Nutzerbewertungen

Gesamt
4,4/5
Benutzerfreundlichkeit
4,1/5
Kundenservice
4,3/5
Funktionen
4,4/5
Preis-Leistungs-Verhältnis
4,2/5
Jason P.
Application Analyst
Computer-Software, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    4/5
  • Preis-Leistungs-Verhältnis
    4/5
  • Wahrscheinlichkeit der Weiterempfehlung
    9/10
  • Quelle des Nutzers 
  • Bewertet am 31.7.2019

"ServiceNow A Great Piece of Software "

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.

  • Quelle des Nutzers 
  • Bewertet am 31.7.2019
Stacey B.
Systems Administrator
Hochschulbildung, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    2/5
  • Eigenschaften & Funktionalitäten
    3/5
  • Kundenbetreuung
    Nicht bewertet
  • Preis-Leistungs-Verhältnis
    Nicht bewertet
  • Wahrscheinlichkeit der Weiterempfehlung
    5/10
  • Quelle des Nutzers 
  • Bewertet am 10.4.2019

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

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.

  • Quelle des Nutzers 
  • Bewertet am 10.4.2019
James C.
Programmer analyst II
Informationstechnologie & -dienste, 501-1.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    3/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    Nicht bewertet
  • Preis-Leistungs-Verhältnis
    Nicht bewertet
  • Wahrscheinlichkeit der Weiterempfehlung
    6/10
  • Quelle des Nutzers 
  • Bewertet am 16.5.2020

"My experience with Servicenow"

Kommentare: My overall experience is its servicenow is not too hard to use as many of the small or medium business companies start using these kind of tracking tools

Vorteile: Servicenow is an online effective incident tracking tools Which allow User to open a service requests

Nachteile: Sometimes users are having trouble navigating thru the tabs/menus. It is very similar like salesforce

  • Quelle des Nutzers 
  • Bewertet am 16.5.2020
Colleen S.
Eccomerce Specialist
Kosmetik, 51-200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
  • Gesamtbewertung
    3/5
  • Benutzerfreundlichkeit
    1/5
  • Eigenschaften & Funktionalitäten
    3/5
  • Kundenbetreuung
    Nicht bewertet
  • Preis-Leistungs-Verhältnis
    Nicht bewertet
  • Wahrscheinlichkeit der Weiterempfehlung
    2/10
  • Quelle des Nutzers 
  • Bewertet am 2.1.2019

"Horrible customer experience"

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

  • Quelle des Nutzers 
  • Bewertet am 2.1.2019
Ryan W.
Analyst Developer
Telekommunikation, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    4/5
  • Eigenschaften & Funktionalitäten
    5/5
  • Kundenbetreuung
    4/5
  • Preis-Leistungs-Verhältnis
    3/5
  • Wahrscheinlichkeit der Weiterempfehlung
    8/10
  • Quelle des Nutzers 
  • Bewertet am 17.2.2020

"Complete Package"

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.

  • Quelle des Nutzers 
  • Bewertet am 17.2.2020