Over ServiceNow Customer Service Management

ServiceNow Customer Service Management is a cloud-based software designed to help businesses handle and resolve clients' queries through omni-channel communication, work order assignment, case management, and more. With the Playbooks for CSM module, agents can request information to/from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform.

ServiceNow Customer Service Management provides organizations with interactive dashboards, which allow them to gain an overview of trends, customer service metrics, and key performance indicators (KPIs) through actionable analytics. Clients can use the self-service portal to issue complaints or requests, create cases, and track the progress of ongoing projects via status reports. It also lets agents handle the entire order management lifecycle, from order capture to status tracking.

ServiceNow Customer Service Management enables businesses to integrate the platform with various third-party applications, such as 3CLogic, Adobe, CareAR, Five9, Locus DispatchIQ, and more. Other key features of the software include ticket handling, issue resolution, field service management, and process optimization.

Prijzen vanaf:

N.v.t

  • Gratis versie
  • Gratis proef
  • Abonnement

Top 5 alternatieven voor ServiceNow Customer Service Management

Bedrijfsgrootte

K M G

Implementatie

  • Cloudgebaseerd
  • On-premise

Markten

Verenigde Staten

Ondersteunde talen

Engels

Prijzen vanaf:

N.v.t

  • Gratis versie
  • Gratis proef
  • Abonnement

Top 5 alternatieven voor ServiceNow Customer Service Management

Afbeeldingen

ServiceNow Customer Service Management Software - 1
ServiceNow Customer Service Management Software - 2
View 2 more
ServiceNow Customer Service Management Software - 1
ServiceNow Customer Service Management Software - 2

Functies

Totaal aantal functies van ServiceNow Customer Service Management: 45

  • Afsprakenbeheer
  • Agent-interface
  • Auditing van problemen
  • Automatisering van bedrijfsprocessen
  • Beheer van Service Level Agreements (SLA's)
  • Beheer van supporttickets
  • Chatbot
  • Communicatie via meerdere kanalen
  • Communicatiebeheer
  • Dashboard
  • Dataconnectors
  • E-mailbeheer
  • Enquêtes en feedback
  • Geautomatiseerde routing
  • Gegevensdetectie
  • Gegevensvisualisatie
  • Gegevensvoorbereiding met zelfservice
  • Incidentenbeheer
  • Integratie van computertelefonie
  • Integratie van sociale media
  • Integraties van derden
  • Interactie bijhouden
  • Kennisbankbeheer
  • Klantendatabase
  • Klantgeschiedenis
  • Live chatten
  • Machine learning
  • Opdrachtenbeheer
  • Personeelsbeheer
  • Predictieve analyse
  • Prestatiemeetwaarden
  • Rapportage en analyse
  • Rapportage en statistieken
  • Samenwerkingstools
  • Self-service analyse
  • Taakbeheer
  • Ticketbeheer
  • Verwerking van natuurlijke taal (NLP)
  • Virtuele assistent
  • Waarschuwingen / Escalatie
  • Wachtrijbeheer
  • Workflowbeheer
  • Workflowconfiguratie
  • Zelfserviceportal
  • Zoeken in gehele tekst

Alternatieven

Zendesk

4,4
#1 alternatief voor ServiceNow Customer Service Management
Zendesk is een cloudgebaseerde oplossing voor klantenservicesoftware die wordt vertrouwd door meer dan 40.000 organisati...

Freshdesk

4,5
#2 alternatief voor ServiceNow Customer Service Management
Freshdesk is cloudgebaseerde, omnichannel klantenservice software voor bedrijven van elke omvang, met oplossingen die...

RingCentral MVP

4,2
#3 alternatief voor ServiceNow Customer Service Management
Ontworpen om je een flexibel, mobiel en krachtig cloudgebaseerd telefoonsysteem te bieden. Ervaar web, audio en video...

Azure DevOps Services

4,4
#4 alternatief voor ServiceNow Customer Service Management
Azure DevOps Services is designed to help small to large businesses streamline prioritization, release management, and...

Reviews

Totaalscore

4,3 /5
(122)
Prijs-kwaliteitverhouding
4,1/5
Functies
4,3/5
Gebruiksgemak
4/5
Klantenondersteuning
4,2/5

Heb je ServiceNow Customer Service Management al?

Softwarekopers hebben je hulp nodig! Productreviews helpen anderen om goede beslissingen te nemen.

Schrijf een review!
5 van 122 reviews worden weergegeven
Jason
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

ServiceNow A Great Piece of Software

Beoordeeld op 31/7/2019

We use it to enter tickets for clients experiencing issues with our software. I use it on a daily...

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.

Pluspunten

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.

Minpunten

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

Ryan
Totaalscore
  • Sector: Telecommunicatie
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Complete Package

Beoordeeld op 17/2/2020

We are using this ServiceNow CSM as our primary Customer Service tool and we are easily able to...

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.

Pluspunten

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

Minpunten

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.

Overwogen alternatieven

Dynamics 365

Redenen om voor ServiceNow Customer Service Management te kiezen

Dynamics was unable to handle the level of customization required for our business.

Overgestapt van

Dynamics 365
Balalau
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 5.001-10.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Great platform

Beoordeeld op 15/7/2022

Pluspunten

Virtually infinite possibilities when it comes to incident management and problem tracking

Minpunten

The price is very high compared to other softwares, but considering what it offers it's a good investment

balaji
Totaalscore
  • Sector: Chemicaliën
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 5.0 /10

Service now customer service management

Beoordeeld op 18/7/2022

Overall this tool need to work on UI and limit the options for the end users. The Dashboard too...

Overall this tool need to work on UI and limit the options for the end users. The Dashboard too needs work is displaying the necessary KPIS

Pluspunten

we have been using this application for more than 2 years now. When it comes to ticket management and issue status management, this has been very effective. The integrity of the tool with OKTA is best thing in this.

Minpunten

The tool is very slow with processing things and not very effective in the documentation. It has too many options which is making users confused.

Norbert
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 10.000+ werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Waarschijnlijkheid van aanbeveling 10.0 /10

I really appreciate using Service Now in my daily basis

Beoordeeld op 8/5/2022

I'm using Service Now as a daily tool to support users with their technical issues and I find...

I'm using Service Now as a daily tool to support users with their technical issues and I find Service Now as a excelent tool for this. It's easy to use for users, customizable for me and my colleagues from the support team, have many options to organize Your work. I appreciate it very much and if I change my job, I hope that I will also work in Service Now in the new one.

Pluspunten

I think most important part that I like is posibility to configure Service Now layouts, list and elements on the screen to meet Your personal needs. Want to have this element to be shown in Your homepage dashboard? No problem! You need to create own template to not put the same response every time? Sure thing, You can do it here! Very layouts and pages which I like the most.

Minpunten

I think building reports and dashboards can be quite difficult when You are trying to do it first time. Report and dashboard builders are quite complex tools any such many options can be shocking at first and you need to spend some time to discover what is what and get used to it.

5 van 122 worden weergegeven Lees alle reviews

ServiceNow Customer Service Management - Veelgestelde vragen

Hieronder zie je enkele veelgestelde vragen over ServiceNow Customer Service Management.

ServiceNow Customer Service Management kent de volgende prijsmodellen:

  • Prijsmodel: Abonnement
  • Gratis proef: Niet beschikbaar

Contact ServiceNow for pricing details.

ServiceNow Customer Service Management heeft de volgende typische klanten:

1.001-5.000

ServiceNow Customer Service Management ondersteunt de volgende talen:

Engels

ServiceNow Customer Service Management ondersteunt de volgende apparaten:

Android (mobiel), iPhone (mobiel), iPad (mobiel)

ServiceNow Customer Service Management kan worden geïntegreerd met de volgende toepassingen:

3CLogic, Bright Pattern, Five9, Medallia Experience Cloud, SightCall, Sprinklr, Talkdesk, TenFold, Vonage Business Communications, Webex

ServiceNow Customer Service Management biedt de volgende ondersteuningsopties:

Kennisbank, 24/7 (contact met medewerker), Chatten

Gerelateerde categorieën

Bekijk alle softwarecategorieën die gevonden zijn voor ServiceNow Customer Service Management.