ServiceNow customer service management helps our business to handle customer's query with the help of automated chatbots . We are using HRIS system to keep track of the candidates and Integration of this customer service management enables us to make our HRIS customer friendly by providing the update on their candidature automatically. Review collected by and hosted on G2.com.
This is still evolving technology which requires more research work to develop a robust system to deliver optimal results. Review collected by and hosted on G2.com.
173 out of 174 Total Reviews for ServiceNow Customer Service Management
Overall Review Sentiment for ServiceNow Customer Service Management
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I loved how easy it was to connect to our CRM platform, and how it was instantaneous with comments or changes made in CRM were then made in Snow. I also enjoyed the layout of Snow and how easy you could change it by pulling in different fields if needed. Snow is fairly easy to read and to understand how it works. We had just implemented it and tied it together with our CRM system and so we did have some growing pains at first with different teams maybe not fully understanding what and where things were but overall, I would recommend it. Review collected by and hosted on G2.com.
After we implemented it and tied it together into our CRM, the system was a little clunky but that was not a system issue, that was more a multiple teams needed to use CRM and Snow at the same time and more of a people issue. Small misunderstandings of what things were or were things were, was probably the biggest drawback. But once they finally moved all teams to use Snow and got feedback from each team on what they need to see specifically in Snow, it became much better. Review collected by and hosted on G2.com.
I appreciate the information hierarchy made simple. We have tens, if not hundreds of assignment groups in our IT department, and ServiceNow enables us to route tickets to the correct team or individual quickly and easily. Junior analysts with minimal training are able to route tickets to the correct destination because of the intuitive design and information structure. Review collected by and hosted on G2.com.
I dislike the lack of tracking capabilities for project-based work. It's great for closing issue tickets, but less helpful for tracking progress in longer term projects. I also dislike the ambiguous "public comment" on a ticket -- what does the final formatted email look like when sent to a customer? I think the formatting of that email is paramount, and there is not enough emphasis on making that final communication clear. Review collected by and hosted on G2.com.
I truly like how seamless the product is and how it makes it easier for each person to use and get help from their internal team. I'm not sure how the implementation is because I'm the endpoint user that puts in request. Review collected by and hosted on G2.com.
Not much to dislike, i think if the internal team wants to be able to make it easier they need to put in more topics or request that make more sense for the role each endpoint user is in. Review collected by and hosted on G2.com.
I’ve used ServiceNow CSM mostly for submitting onboarding and offboarding requests at a bank, and what I like most is how organized and reliable it is. The system makes it really easy to raise a request and follow up on it. I always knew where each request was in the process, and I didn’t have to email people for updates constantly. The automatic notifications and approvals helped move things along without much back-and-forth. It saved time, especially when handling multiple requests. Review collected by and hosted on G2.com.
The only thing I’d say I didn’t like was the interface, which feels a bit dated and not super user-friendly. Sometimes I’d get lost trying to find the right form or ticket, especially when I had a bunch open at once. It also slowed down a little during busy times, which was frustrating. It works well overall, but it could definitely use a design update to make navigation smoother. Review collected by and hosted on G2.com.
Helps to manage and create tickets easily along with a very customizable environment according to our ticketing platform needs. It helps to check our SLA which leads to completing tasks and work on time. Very helpful in creating knowledge-based articles and the most important part is the UI which is quite interactive and properly developed. Review collected by and hosted on G2.com.
I feel issues in the notification part when any ticket updates or SLA about a breach the timely notification won't be received we need to go and check the platform every time for any updates. Lots of customization is overwhelming as well initially in platform Review collected by and hosted on G2.com.
1. Very quick and effective tool for incident management, resolving, and improving proficiency in operations.
2. Ease of integeration with other tools in market.
3. Deployment and centralized management of alerts and tickets is kind of pleasure with this product.
4. Highly secured and use-based access. Review collected by and hosted on G2.com.
1. This product is extremely vast with number of available options and features so it will take extreme time for configurations and learning.
2.Issues with GUI encounters multiple time like bugs and all. To resolve that we need to wait for upcoming updates. Review collected by and hosted on G2.com.
It's best as there is no hassle to go to one desk to other as while sitting on the laptop or computer one can raise a complaint or request to get the query solved and it's being noticed by the people itself.
No hassle easy work done. Review collected by and hosted on G2.com.
Sometimes it takes a specific person to solve the problem and that person may not be available to do it
So there is nor anyone to get the query or problem solved. Review collected by and hosted on G2.com.
Everything thing is in form of neatly defined and managed records.
We can navigate to all the relevant records from one standard landing page.
History tabs helps in easy access to frequently used records.
It is an easy to use tool with built-in functionalities evolving with each new release. Review collected by and hosted on G2.com.
Being a GUI driven platform sometimes makes it difficult to customize functionality as per user requirements. Review collected by and hosted on G2.com.
The platform is seamless and user friendly also resolves the issues faster than any other tools. It allows businesses to create and manage articles. Review collected by and hosted on G2.com.
ServiceNow Customer Service Management has proven to be a robust platform with excellent features and capabilities. It meets the needs of most organizations effectively. Review collected by and hosted on G2.com.
Whether you're managing IT service management, HR, or customer service, you can easily customize workflows to fit specific business needs. The integration capabilities with other tools and platforms are impressive, allowing organizations to create a cohesive ecosystem.
Additionally, the emphasis on automation and AI helps reduce repetitive tasks, freeing up teams to focus on more strategic initiatives. Overall, it’s not just about managing services; it's about enabling organizations to innovate and respond to challenges more effectively. It’s that balance of functionality and user experience that truly makes ServiceNow shine. Review collected by and hosted on G2.com.
While ServiceNow has many strengths, there are a few aspects that can be a bit frustrating. For one, the initial learning curve can be steep. Even though the platform is user-friendly, navigating all its features and capabilities can feel overwhelming at first, especially for new users or those without a tech background.
Additionally, customization, while a strong point, can sometimes lead to complexity. Organizations may find themselves needing to invest significant time and resources to tailor the platform to their specific needs, which can be a bit of a hurdle.
Another common concern is the cost. For smaller businesses, the pricing model can be a barrier, especially when trying to access some of the more advanced features. Review collected by and hosted on G2.com.
