--- description: Detaillierte Informationen über ServiceNow Customer Service Management zu Benutzerfreundlichkeit, Funktionen, Kosten, Vor- und Nachteilen aus verifizierten Nutzer-Erfahrungen. Lies Ratings & Bewertungen und entdecke ähnliche Tools. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: ServiceNow Customer Service Management Erfahrungen, Vor- und Nachteile – Capterra Deutschland 2026 --- Breadcrumb: [Startseite](/) > [Kundenservice Software](/directory/22/customer-service/software) > [ServiceNow Customer Service Management](/software/192052/servicenow-customer-service-management) # ServiceNow Customer Service Management Canonical: https://www.capterra.com.de/software/192052/servicenow-customer-service-management Seite: 1 / 7\ Weiter: [Nächste Seite](https://www.capterra.com.de/software/192052/servicenow-customer-service-management?page=2) > ServiceNow Customer Service Management wurde für die digital vernetzte Dienstleistungswirtschaft entwickelt. > > Bewertung: **4.4/5** von 152 Nutzern. Top bewertet für **Weiterempfehlungsquote**. ----- ## Übersicht ### 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. ## Kurzstatistiken und Ratings | Metrik | Bewertung | Detail | | **Gesamt** | **4.4/5** | 152 Nutzerbewertungen | | Bedienkomfort | 4.1/5 | Auf Basis der Gesamtbewertungen | | Kundenbetreuung | 4.2/5 | Auf Basis der Gesamtbewertungen | | Preis-Leistungs-Verhältnis | 4.1/5 | Auf Basis der Gesamtbewertungen | | Funktionen | 4.3/5 | Auf Basis der Gesamtbewertungen | | Empfehlungsprozentsatz | 80% | (8/10 Weiterempfehlungsquote) | ## Über den Anbieter - **Unternehmen**: ServiceNow - **Region**: Santa Clara, USA - **Gegründet**: 2012 ## Gewerblicher Kontext - **Zielgruppe**: 51–200, 201–500, 501–1.000, 1.001–5.000, 5.001–10.000, 10.000+ - **Bereitstellungen und Plattformen**: Cloud, SaaS, webbasiert, Mac (Desktop), Windows (Desktop), Android (mobil), iPhone (mobil), iPad (mobil) - **Unterstützte Sprachen**: Chinesisch, Chinesisch (traditionell), Deutsch, Englisch, Finnisch, Französisch, Hebräisch, Italienisch, Japanisch, Koreanisch, Niederländisch, Norwegisch, Polnisch, Portugiesisch, Portugiesisch, Portugiesisch, Russisch, Schwedisch, Spanisch, Thailändisch, Tschechisch, Türkisch, Ungarisch - **Verfügbare Länder**: Afghanistan, Albanien, Algerien, Amerikanisch-Samoa, Andorra, Angola, Argentinien, Armenien, Aserbaidschan, Australien, Bahrain, Bangladesch, Belarus, Belgien, Benin, Bhutan, Bolivien, Bosnien und Herzegowina, Botsuana, Brasilien und 173 weitere ## Funktionen - Agenten-Schnittstelle - Alerts/Escalation - Aufgabenmanagement - Aufgabenmanagement - Automatisiertes Routing - Automatisierung von Geschäftsprozessen - Berichterstattung / Analyse - Berichterstattung und Statistik - CRM - Call-Center-Management - Chatbot - Computer Telephony Integration - Content-Management - Daten-Connectors - Daten-Import / -Export - Drag-and-Drop - E-Mail-Management - Engagement-Tracking - Inventarverwaltung - Kommunikationsmanagement - Kundenerlebnis-Management - Kundenhistorie - Live-Chat - ML-Algorithmusbibliothek - Mehrsprachig - Modell-Training - Multi-Channel-Kommunikation - Personalisierung - Personalmanagement - Prozess-/Workflow-Automatisierung - Prädiktive Analytik - Qualitätsmanagement - Rollen-basierte Genehmigung - Self-Service Portal - Self-Service-Analysen - Service Level Agreement (SLA) Management - Störfallmanagement - Suchen / filtern - Supportticket-Management - Third-Party Integrations - Umfragen & Feedback - Verarbeitung natürlicher Sprache - Verfolgung von Interaktionen - Visuelle Analytik - Volltextsuche - Warteschlangenmanagement - Wissensbasis-Management - Workflow-Konfiguration - Workflow-Management - Zugriffskontrollen / Berechtigungen ... und 10 weitere Funktionen ## Integrationen (12 insgesamt) - 3CLogic - Bright Pattern - Five9 - Jira - Medallia Experience Cloud - Microsoft Teams - SightCall - Sprinklr - Talkdesk - TenFold - Vonage Business Communications - Webex Suite ## Optionen für Kundensupport - E-Mail/Helpdesk - FAQ/Forum - Wissensdatenbank - 24/7 Live-Support - Chat ## Category - [Kundenservice Software](https://www.capterra.com.de/directory/22/customer-service/software) ## Ähnliche Kategorien - [Kundenservice Software](https://www.capterra.com.de/directory/22/customer-service/software) - [Kundensupport Software](https://www.capterra.com.de/directory/32315/customer-support/software) - [Issue Tracking Software](https://www.capterra.com.de/directory/30675/issue-tracking/software) - [CCM-Software](https://www.capterra.com.de/directory/31002/customer-communications-management/software) - [Workflow Management Systeme](https://www.capterra.com.de/directory/30091/workflow-management/software) ## Alternativen 1. 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Also, the platform uses very easy to understand English. > > **Nachteile**: At times, I find it not very intuitive and also certain features seem a little overwhelming for the beginners. Also, sometimes it is non -responsive or slow to to respond . > > My overall experience with ServiceNow Customer Service Management has been really good. The comprehensive handling of customer enquiries makes it very reliable . ----- ### "A Great Tool for all the ITSM needs- One that fits All" — 5.0/5 > **Meraz** | *20. September 2022* | Computer- & Netzwerksicherheit | Empfehlungsbewertung: 9.0/10 > > **Vorteile**: 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. > > **Nachteile**: 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. > > 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. ----- ### "A refreshing tool" — 5.0/5 > **Song Kean** | *2. April 2024* | Telekommunikation | Empfehlungsbewertung: 9.0/10 > > **Vorteile**: The ability to build personal and team reporting dashboards > > **Nachteile**: Documentation to get help on creating filters > > Smooth and fast tool. Features rich. Cannot wait to explore more to discover the full potential of this tool. ----- ### "Good Tool but performance is an issue" — 3.0/5 > **Verifizierter Rezensent** | *29. Oktober 2019* | Finanzdienstleistungen | Empfehlungsbewertung: 6.0/10 > > **Vorteile**: - 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. > > **Nachteile**: - 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) > > 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. ----- ### "Using SNow since 2012" — 4.0/5 > **Victoria** | *14. November 2022* | Philanthropie | Empfehlungsbewertung: 9.0/10 > > **Vorteile**: The fact that the software is widely versatile and scalable for the needs of an organisation. It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools. HR processes, Self Service, Approvals, Confidential reporting, schedule reporting and automating routine work, asset management and discovery. > > **Nachteile**: The fact that I can not imbed linksBut also think is mostly geared to large organisations. I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small company to take, which is a shame). > > 99.9% of the work I do every day is linked to either accessing Service Now or working on data produced by SNow. Using SNow for as long as I have, has made me confident in choosing to continue renewal. I have to admit that licencing model changes and yearly negotiations are painful but that is all part of the environment we work in. ----- Seite: 1 / 7\ Weiter: [Nächste Seite](https://www.capterra.com.de/software/192052/servicenow-customer-service-management?page=2) ## Links - [Auf Capterra anzeigen](https://www.capterra.com.de/software/192052/servicenow-customer-service-management) ## Diese Seite ist in den folgenden Sprachen verfügbar | Sprache | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Strukturierte Daten