
ServiceNow Customer Service Management
En savoir plus sur 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.
Options de tarification dès :
Non fourni par l'éditeur
- Version gratuite
- Essai gratuit
- Abonnement
Les 5 meilleurs logiciels similaires à ServiceNow Customer Service Management
Clients types
- Auto-entrepreneurs
- Petites entreprises (de 2 à 50 employés)
- Moyennes entreprises (de 51 à 500 employés)
- Grandes entreprises (500 employés minimum)
Déploiement
- Basé sur le cloud
- Sur site
Disponible dans les pays suivants
États-Unis
Langues
anglais
Options de tarification dès :
Non fourni par l'éditeur
- Version gratuite
- Essai gratuit
- Abonnement
Les 5 meilleurs logiciels similaires à ServiceNow Customer Service Management
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Fonctionnalités
Nombre total de fonctionnalités pour ServiceNow Customer Service Management : 45
Alternatives
NetSuite

Zendesk Suite

Wolken ServiceDesk

Oracle B2C Service

Avis
Vous avez déjà ServiceNow Customer Service Management ?
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- Taille de l'entreprise : 11-50 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
CIS of ServiceNow
Publié le 05/03/2018
Expand the uses of the ServiceNow Instances, initially oriented to the ITSM main process (Incident,...
Expand the uses of the ServiceNow Instances, initially oriented to the ITSM main process (Incident, Problem, Change, Asset, CMDB) to the Customer Support side,
Avantages
You can integrate in the Customer Service Management Side, differents process like Case Management, Field Service, and inclusive Sales Force (Using a Plugin) in a single system of records. That gives you the oportunity to manage the main need from the CRM in order to give support of the needs of your clients using differents channels (Web Portal, Email, Chat, Phone, Mobile Apps).
Inconvénients
In order to cover the need for a CRM solutions some customization may be completed, normally with plugins available into the ServiceNow Instance,
- Secteur d'activité : Externalisation/délocalisation
- Taille de l'entreprise : 501-1 000 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Great Tool for HelpDesk Services
Publié le 01/04/2019
ServiceNow was a huge asset for deploying our first formal Support Service Design.
The ease of...
ServiceNow was a huge asset for deploying our first formal Support Service Design.
The ease of use and default templates, got us up and running in with no issues. Great Experience overall.
Avantages
Out of the box, Service Now comes with configuration templates to get you started on your HelpDesk service deployment. From there, you can start tweaking the tool to match your company needs. This was very helpful to us since we were deploying a ticketing tool for the first time.
The deployment process was a breeze, intuitive and we didn´t find any major roadblocks whatsoever.
From the user side, is very easy to use, great compatibility with any browser (since is web based), and the amount of tools for reporting are amazing.
We are able to benchmark and tweak our Support Service and keep track of our KPI metrics very easily.
Inconvénients
It can be somewhat overpriced. Other than that, no issue whatsoever.
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 2-10 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 5.0 /10
Great tool for tickets management
Publié le 15/07/2021
Quite a good tool. There are other tools that are available right now that does almost the same...
Quite a good tool. There are other tools that are available right now that does almost the same job. ServiceNow needs innovate fast. From the few months i've used the system, I've never got any major issues.
Avantages
Easy to know which tickets me or my team have been assigned to. Setting up dashboards can be tricky but once they have been set, we can easily identify the workload for the week.
Inconvénients
Quite complex to set up dashboards, this needs to be simplified. The website can be slow at times and finding a specific keywords on a ticket can be difficult at times.
Alternatives envisagées
Azure DevOps ServicesLogiciel antérieur
Azure DevOps Services- Secteur d'activité : Services financiers
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 6.0 /10
My experience with ServiceNow
Publié le 31/03/2019
I've been using SNOW for over 2 years now. It is amazing tool, with so many options. However I hear...
I've been using SNOW for over 2 years now. It is amazing tool, with so many options. However I hear from the management that is very pricy to add multiple components and this limits the usability of the tools it have.
Avantages
Amazing variability of options.
Very easy to track tickets and create useful dashboards.
Reports that can show almost anything
Self-service section
Inconvénients
Very Pricy
Sometimes when opening few windows after you save a ticket it takes you to a "strange place.
Gets slow sometimes due to it's large DB.
- Secteur d'activité : Services financiers
- Taille de l'entreprise : 1 001-5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 7.0 /10
An additional step - but helpful none the less
Publié le 09/05/2019
It was a necessary tool used everyday but it would be better to integrate more features with this...
It was a necessary tool used everyday but it would be better to integrate more features with this service.
Avantages
We used service now as an additional time management tool with other applications to keep track of project progress. Service now was semi easy to use and made up for what our other service lacked
Inconvénients
Service now could be confusing at times and lacked integration with other systems/software. Could be tricky to change due dates- would have to change all by hand
ServiceNow Customer Service Management - FAQ
Voici quelques-unes des questions fréquentes sur ServiceNow Customer Service Management.Q. Quels sont les types de licence disponibles pour ServiceNow Customer Service Management ?
Types de licences disponibles pour ServiceNow Customer Service Management :
- Type de licence : Abonnement
- Version d’essai gratuite : Non disponible
Contact ServiceNow for pricing details.
Q. Qui utilise ServiceNow Customer Service Management ?
Utilisateurs habituels du logiciel ServiceNow Customer Service Management :
1 001-5 000
Q. Dans quelles langues ServiceNow Customer Service Management est-il disponible ?
Langues dans lesquelles ServiceNow Customer Service Management est disponible :
anglais
Q. ServiceNow Customer Service Management prend-il en charge les appareils mobiles ?
Appareils pris en charge par ServiceNow Customer Service Management :
Android (mobile), iPhone (mobile), iPad (mobile)
Q. Avec quelles applications ServiceNow Customer Service Management peut-il s'intégrer ?
Applications s'intégrant à ServiceNow Customer Service Management :
3CLogic, Bright Pattern, Five9, Medallia Experience Cloud, SightCall, Sprinklr, Talkdesk, TenFold, Vonage Business Communications, Webex
Q. Quelles sont les ressources d'aide disponibles pour ServiceNow Customer Service Management ?
Ressources d'aide disponibles pour ServiceNow Customer Service Management :
Base de connaissances, Support 24/7 (réponse directe), Chat
Catégories connexes
Consultez toutes les catégories de logiciels trouvées pour ServiceNow Customer Service Management.
- Logiciels de gestion des services d'assistance
- Logiciels de relation client
- Outils de Knowledge Management
- Logiciels CCM (Customer Communications Management)
- Logiciels d'analyse de données
- Logiciels de recherche
- Logiciels de service client
- Logiciels de workflow
- Logiciels de machine learning
- Logiciels d'intelligence artificielle
- Logiciels pour support client
- Logiciels de contact client