Sobre 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.

Precios desde:

Sin información del proveedor

  • Versión gratuita
  • Prueba gratis
  • Suscripción

Las 5 mejores alternativas a ServiceNow Customer Service Management

Clientes habituales

  • Trabajadores autónomos
  • Empresas pequeñas (2-50)
  • Empresas medianas (51-500)
  • Empresas grandes (500 o más)

Implementación

  • Basado en la nube
  • Entorno local

Disponible en los países siguientes

Estados Unidos

Idiomas admitidos

inglés

Precios desde:

Sin información del proveedor

  • Versión gratuita
  • Prueba gratis
  • Suscripción

Las 5 mejores alternativas a ServiceNow Customer Service Management

Imágenes

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Funciones

Funcionalidades totales de ServiceNow Customer Service Management: 45

  • Alertas y alzada
  • Análisis de autoservicio
  • Análisis predictivo
  • Aprendizaje automático
  • Asistente virtual
  • Auditoría de problemas
  • Automatización de procesos empresariales
  • Base de datos de clientes
  • Búsqueda de texto completo
  • Chat en vivo
  • Chatbot
  • Comunicación multicanal
  • Conectores de datos
  • Configuración de flujos de trabajo
  • Creación de informes y estadísticas
  • Creación de informes/análisis
  • Descubrimiento de datos
  • Encuestas y comentarios
  • Enrutamiento automatizado
  • Gestión de SLA (Service Level Agreement)
  • Gestión de asignaciones
  • Gestión de citas
  • Gestión de colas de espera
  • Gestión de correo electrónico
  • Gestión de flujos de trabajo
  • Gestión de incidentes
  • Gestión de la base de conocimiento
  • Gestión de la comunicación
  • Gestión de tareas
  • Gestión de tickets
  • Gestión de tickets de soporte
  • Gestión del personal
  • Herramientas de colaboración
  • Historial de cliente
  • Integraciones de terceros
  • Integración de redes sociales
  • Integración de telefonía informática
  • Interfaz de agentes
  • Métricas de rendimiento
  • Panel de comunicaciones
  • Portal de autoservicio
  • Preparación de datos para servicio por cuenta propia
  • Procesamiento de lenguaje natural
  • Seguimiento de interacciones
  • Visualización de datos

Alternativas

SAP Customer Experience

4,2
#1 alternativa a ServiceNow Customer Service Management
SAP CRM On-Demand es una solución de gestión de relaciones con los clientes basada en la nube que se integra con SAP...

NetSuite

4,1
#2 alternativa a ServiceNow Customer Service Management
NetSuite proporciona a las organizaciones un sistema integrado de aplicaciones en la nube que les ayuda a administrar...

Oracle B2C Service

4,5
#3 alternativa a ServiceNow Customer Service Management
Administra la experiencia del cliente de principio a fin en múltiples canales unificando datos contextuales y conocimien...

Zendesk Suite

4,4
#4 alternativa a ServiceNow Customer Service Management
Zendesk es una solución de software de atención al cliente basada en la nube y en la que confían más de 40 000...

Opiniones

Calificación general

4,3 /5
(131)
Relación calidad-precio
4,1/5
Funciones
4,3/5
Facilidad de uso
4/5
Asistencia al cliente
4,2/5

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Mostrando 5 opiniones de 131
Usuario verificado
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Service Now -tools to use for Ticket management

Revisado el 03-11-2022

I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal...

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.

Puntos a favor

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.

Puntos en contra

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.

Alternativas consideradas

SAP Customer Experience y Wolken ServiceDesk

Razones para elegir ServiceNow Customer Service Management

maintaince of the product and support turn around time.

Software anterior

Microsoft Visual Studio

Razones para cambiar a ServiceNow Customer Service Management

Support and Market review of this product is good.
Meraz
Calificación general
  • Sector: Seguridad informática y de redes
  • Tamaño de la empresa: 5.001-10.000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

A Great Tool for all the ITSM needs- One that fits All

Revisado el 20-09-2022

We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app...

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.

Puntos a favor

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.

Puntos en contra

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.

Rennie
Calificación general
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

ServiceNow is premier and get better with every release

Revisado el 23-10-2018

Overall an excellent product.

Overall an excellent product.

Puntos a favor

Highly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL it has expanded to include ITOM, ITSM, and ITBM functions. Out of the box solutions for other areas of the enterprise including HR, Security, Governance, Finance, and CSR. The platform itself allows development using standard web technologies and programming skills and they offer a vast documentation library and vibrant community of developers and users. Their support is top notch and they are always quick to respond.

Puntos en contra

Their pricing model is complex and unwieldy. It can be very hard to determine which features you actually have access to. Some of the features which seem like they should be part of the base product functionality are split into sub-modules at additional cost. This can give the impression that you are being nickeled and dimed for every little feature. Inquiring about instance capabilities of technical staff is always referred to your sales rep.

Early adopters who did a lot of customization can find themselves in a lot technical debt prior to ServiceNow’s current guidance of best practices. Some of the earlier product design decisions have sometimes forced compromises to be implemented for product growth. This can create some ambiguous methods non-intuitive workarounds to be employed in development. Their documentation can be somewhat sparse on examples or use cases for particular API or feature specific applications.

Finally, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development.

Ryan
Calificación general
  • Sector: Telecomunicaciones
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Complete Package

Revisado el 17-02-2020

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.

Puntos a favor

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

Puntos en contra

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.

Alternativas consideradas

Dynamics 365

Razones para elegir ServiceNow Customer Service Management

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

Software anterior

Dynamics 365
Alex
Calificación general
  • Sector: Práctica médica
  • Tamaño de la empresa: 10.000+ empleados
  • Software usado Semanalmente durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 10.0 /10

Hyper-Functional Ticketing System

Revisado el 11-07-2018

Overall, this works as a great ticketing system. It also has some light task/project management...

Overall, this works as a great ticketing system. It also has some light task/project management functionality that we're only beginning to explore.

Puntos a favor

As customizable as you need. Our Supply Chain Contact Center uses ServiceNow as their ticketing system. They're able to capture the source of the ticket (email vs phone), responsible parties, root cause, category and sub-category of issue, comments, and more. It's phenomenal. They've begun to use it to assign tasks from their department to other departments. This is a huge boost to their reporting capabilities, as they can now get a truer picture of their ability to hit SLAs. Our Process Optimization team is ramping up to use this to track reporting and project requests. Another stellar feature is ServiceNow's document repository. We're able to store training or case documents within ServiceNow, and then, when a rep types in their comments, ServiceNow actually displays related training and case documentation at the bottom of the page so the rep can review related documentation and resolve their tickets more quickly.

Puntos en contra

While ServiceNow has been wonderful for our Supply Chain Contact Center, it hasn't worked as well for our Security team, but I believe this has to do with how they've customized it for their own uses. For instance, my department will open a ticket for a new hire to receive proper system access, and we put the new hire's start date in the original ticket. Well, the original ticket isn't what's actually assigned to the Security Analyst - a sub-task is assigned, and the new hire's start date doesn't copy down to that sub-task. Consequently, Security Analysts often have to reach out to us to get information we already put in the ticket. Again, I think this has to do with how the system has been customized for their use.

Mostrando 5 opiniones de 131 Todas las opiniones

Preguntas frecuentes sobre ServiceNow Customer Service Management

He aquí algunas preguntas frecuentes sobre ServiceNow Customer Service Management.

ServiceNow Customer Service Management ofrece los siguientes planes de precios:

  • Modelo de precios: Suscripción
  • Prueba gratis: No disponible

Contact ServiceNow for pricing details.

Los clientes habituales de ServiceNow Customer Service Management son:

1.001-5.000

ServiceNow Customer Service Management admite los siguientes idiomas:

inglés

ServiceNow Customer Service Management admite los siguientes dispositivos:

Android (móvil), iPhone (móvil), iPad (móvil)

ServiceNow Customer Service Management se integra con las siguientes aplicaciones:

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

ServiceNow Customer Service Management ofrece las siguientes opciones de asistencia:

Base de conocimientos, Asistencia 24/7, Chat

Categorías relacionadas

Ver todas las categorías de software encontradas para ServiceNow Customer Service Management.