ServiceNow Customer Service Management

4.2

136

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ServiceNow Customer Service Management (CSM) is a platform that enables teams to provide seamless customer experiences by integrating front, middle, and back offices. It allows for proactive issue resolution and quick handling of common customer requests, resulting in increased customer satisfaction and reduced costs.

Website

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

Strengths

Automation

Automates customer service processes
Omnichannel Support

Provides support across multiple channels
Analytics

Provides insights into customer service performance

Weaknesses

Complexity

Can be difficult to set up and configure
Cost

Can be expensive for small businesses
Integration

May require additional integration with other systems

Opportunities

Can expand to other areas of the business
Can be customized to fit specific business needs
Can provide a competitive advantage in customer service

Threats

Competition from other customer service software providers
Security concerns with customer data
Regulatory changes affecting customer service processes

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Review Distribution

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High - rated users

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. Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation.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 extra training.
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Average - rated users

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.When creating a service request the user cannot specify the name. 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. IT Portal view doesn't save views, views are only saved for that session.
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Low - rated users

ServiceNow Customer Service Management allows logging tickets across different teams like HR, IT, Payroll. This fantastic feature helps everyone track the ticket's status, and an email can be sent to the individual with a resolution.I have no dislikes for this tool. It has many in-built features which help bring in excellent customer satisfaction and more confidence among users in the organisation.