--- description: Review of ServiceNow Customer Service Management Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: ServiceNow Customer Service Management | Reviews, Pricing & Demos - SoftwareAdvice AU --- Breadcrumb: [Home](/) > [Enterprise Search Software](/directory/4368/enterprise-search/software) > [ServiceNow Customer Service Management](/software/356274/servicenow) # ServiceNow Customer Service Management Canonical: https://www.softwareadvice.com.au/software/356274/servicenow Page: 1 / 7\ Next: [Next page](https://www.softwareadvice.com.au/software/356274/servicenow?page=2) > ServiceNow Customer Service Management (CSM) is a cloud-based product that helps businesses deliver frictionless customer experiences and connect the entire enterprise. It provides a range of features such as case management, analytics, self-service portal, and intelligent guidance to streamline customer service operations and reduce the cost to serve. CSM's self-service portal enables clients to raise requests or complaints, create cases, and track ongoing projects on the channel of their choice. The portal's intuitive user interface makes it easy for clients to self-serve, reducing the workload of agents, reducing customer effort, and improving customer satisfaction. The Playbooks for CSM module allows agents to request information from clients and manage the entire case process lifecycle on a unified platform. This feature enables agents to manage and resolve customer queries more efficiently. With CSM's case management functionality, customer service agents can manage customer interactions from initial contact to case closure. The platform's analytics capabilities allow businesses to gain valuable insights into customer behavior and track performance indicators. This helps businesses to identify areas of improvement and make data-driven decisions to optimize customer service operations. The platform's order management functionality provides businesses with a comprehensive set of tools to manage the entire order management lifecycle. CSM's ticket handling and issue resolution features provide businesses with a streamlined approach to manage customer requests and complaints. The ServiceNow platform can also integrate with various third-party applications, enhancing customer service operations by leveraging existing software solutions. In summary, ServiceNow CSM is a powerful tool for businesses looking to streamline customer service operations and improve customer satisfaction. The platform's features, including case management, analytics, self-service portal, Playbooks for CSM module, and integration capabilities, make it a valuable tool for businesses to strengthen their relationships with customers and reduce the cost to serve. > > Verdict: Rated **4.4/5** by 151 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.4/5** | 151 Reviews | | Ease of Use | 4.1/5 | Based on overall reviews | | Customer Support | 4.2/5 | Based on overall reviews | | Value for Money | 4.1/5 | Based on overall reviews | | Features | 4.3/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: ServiceNow - **Location**: Santa Clara, US - **Founded**: 2012 ## Commercial Context - **Pricing Details**: Contact ServiceNow for pricing details. - **Target Audience**: 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Brazilian Portuguese, Chinese, Czech, Dutch, English, European Portuguese, Finnish, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish - **Available Countries**: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Argentina, Armenia, Australia, Austria, Azerbaijan, Bahrain, Bangladesh, Belarus, Belgium, Benin, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana and 173 more ## Features - AI Copilot - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Agent Interface - Alerts/Escalation - Alerts/Notifications - Application Management - Assignment Management - Automated Routing - Business Process Automation - CRM - Call Center Management - Call List Management - Call Monitoring - Call Reporting - Call Routing - Call Tracking - Call Transfer ## Integrations (12 total) - 3CLogic - Bright Pattern - Five9 - Jira - Medallia Experience Cloud - Microsoft Teams - SightCall - Sprinklr - Talkdesk - TenFold - Vonage Business Communications - Webex Suite ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - 24/7 (Live rep) - Chat ## Category - [Enterprise Search Software](https://www.softwareadvice.com.au/directory/4368/enterprise-search/software) ## Related Categories - [Enterprise Search Software](https://www.softwareadvice.com.au/directory/4368/enterprise-search/software) - [Artificial Intelligence (AI) Software](https://www.softwareadvice.com.au/directory/4360/artificial-intelligence/software) - [Order Management Software](https://www.softwareadvice.com.au/directory/1730/order-management-system/software) - [Workflow Management Software](https://www.softwareadvice.com.au/directory/4272/workflow/software) - [IT Ticketing Systems Software](https://www.softwareadvice.com.au/directory/1630/it-ticketing/software) ## Alternatives 1. [Salesforce Sales Cloud](https://www.softwareadvice.com.au/software/2764/salesforce-sales-cloud) — 4.4/5 (18768 reviews) 2. [Zendesk Suite](https://www.softwareadvice.com.au/software/26892/zendesk-talk) — 4.4/5 (4072 reviews) 3. [LiveChat](https://www.softwareadvice.com.au/software/27068/livechat) — 4.6/5 (1715 reviews) 4. [LiveAgent](https://www.softwareadvice.com.au/software/109980/liveagent) — 4.7/5 (1753 reviews) 5. [Freshdesk](https://www.softwareadvice.com.au/software/110247/freshdesk) — 4.5/5 (3408 reviews) ## Reviews ### "ServiceNow A Great Piece of Software" — 5.0/5 > **Jason** | *31 July 2019* | Computer Software | Recommendation rating: 9.0/10 > > **Pros**: 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. > > **Cons**: There are times that it can be slow when trying to interact with some of the dashboards. > > 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. ----- ### "My Incredibly High Valued Review on ServiceNow Customer Service Management" — 5.0/5 > **Solomon** | *7 May 2024* | Information Technology & Services | Recommendation rating: 9.0/10 > > **Pros**: It is easy to manage our staffs effectively. It has an easy to use and userfriendly interface that is fit for all our employees. It is easy to cut tickets to our customers having issues. > > **Cons**: There is nothing we liked the least.It delivered to our company's expectations ----- ### "Good IT service management tool" — 4.0/5 > **Jen** | *27 December 2018* | Banking | Recommendation rating: 8.0/10 > > **Pros**: ServiceNow is a mostly a pretty good IT service management system. I work in IT and all of us use ServiceNow to input and manage tickets. I like that I can pop open a screen and see all my open tickets in one place. The ticketing interface is straightforward, and I like that I can add internal notes and assign priority ratings to my various tasks. I think most users have been very happy using it. > > **Cons**: My only criticism is that it could use some help as far as navigation goes. There seems to be a lot of menu items/setting that I don’t use or don’t know where to find. Would like a cleaner look. ----- ### "Service Now -tools to use for Ticket management" — 5.0/5 > **Verified Reviewer** | *3 November 2022* | Computer Software | Recommendation rating: 9.0/10 > > **Pros**: first and formost point is, most the module is Workflow driven.for Juniors it is ease to use and learn.coding is minimal.you will get hell lot of examples from Web and Service-now communities to refer. APIs are readily available to integrate with any app. > > **Cons**: if you report a problem or request for new feature then Servicenow team will take time to review that.then they will plan in their road Map may be it will come in next release like they have different release (helsinki/ geneva) or may be it will not come.this software they are keeping upto date so your team should have developers to fix the issue after each release.but i will say their product documentation is so so So good, it will help to understand and fix anything. > > I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal access then 80% of your problem is gone. Means you will get all the access for KB and documents which help you to understand any issue or product/ releases.Price is bit high but it is worthy to have Servicenow in your company. ----- ### "Complete Package" — 4.0/5 > **Ryan** | *17 February 2020* | Telecommunications | Recommendation rating: 8.0/10 > > **Pros**: The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible. > > **Cons**: 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. > > 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. ----- Page: 1 / 7\ Next: [Next page](https://www.softwareadvice.com.au/software/356274/servicenow?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.com.au/software/356274/servicenow) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data