ServiceNow Customer Service Management Reviews in April 2025: User Ratings, Pros & Cons

"Easy to use and convenient software"

What do you like best about ServiceNow Customer Service Management? The tool is convenient to use and helps in much faster resolution of customer tickets. What do you dislike about ServiceNow Customer Service Management? None so far. Flexible tool which is helpful for our customer relation team. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? Reolution of customer issues in our organization faster and more efficiently. Creation of records as well.

"Best for ticket management"

What do you like best about ServiceNow Customer Service Management? In servicenow we have endless options for changing flows, user interfaces and fields for ticket creation. This flexibility is great and requires very less IT know-how What do you dislike about ServiceNow Customer Service Management? The API integration and ticket performance analytics is not as expected. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? We are using ServiceNow ...

"Made Operations Easy"

What do you like best about ServiceNow Customer Service Management? The internal Queries and processes are made very easy and simple and saves a lot of time . The User Experience and workflow is simple and easy to use and understand. Working with different departments has been made effortless and efficient. What do you dislike about ServiceNow Customer Service Management? No product is best and always there's been a scope for improvement the same with this too they should work more on the ...

"Perfect CSM platfrom"

What do you like best about ServiceNow Customer Service Management? ServiceNow CSM has the best tools in the arsenel to track, manage, and monitor the service tickets. It has all the necessary features and functions set required for effective suport. What do you dislike about ServiceNow Customer Service Management? User interface and responsiveness can be improved to better serve the purpose. Also some optimization is also required for the support delivery. What problems is ServiceNow ...

"Top-Ranked CMS, Automate Request, Addresses Issues Faster and Deliver Effortless User Experience."

What do you like best about ServiceNow Customer Service Management? The one reason why I like using ServiceNow its how quickly it transform operations and empowers our employees which leads them addressing our customers needs proactively and faster and also solving all issues connecting the whole entire organization like a pro. Supercharge our workflows with ML and AI-powered experience. Manage case flows using playbooks across teams by digitizing and automating service processes. Boost ...

"Very comfortable with servicenow"

What do you like best about ServiceNow Customer Service Management? the ease and fluidity of the processes also teamwork which is much easier What do you dislike about ServiceNow Customer Service Management? the training does not really allow us to easily pass the different certifications What problems is ServiceNow Customer Service Management solving and how is that benefiting you? incident and labor management

"It could be faster, but it does offer a good variety of options to manage customers and contacts"

What do you like best about ServiceNow Customer Service Management? The page layout is good, information is easy to find and it has a nice design. It offers a lot of functions, and it is a good tool for internal communication within departments too. What do you dislike about ServiceNow Customer Service Management? Speed is not ideal, and fields are missing at times. Another thing that can be annoying is the fact that when you click on one of the options for a specific field in the scroll ...

"CSM is one stop solution for providing best service to our customers"

What do you like best about ServiceNow Customer Service Management? While there are many benefits of customer service management but I like the CSM portal most. It enables the customer to log their request via easy service catalogs even though they are outside our organization. What do you dislike about ServiceNow Customer Service Management? So far I have not faced any downside of CSM. It has been a great journey to implement the CSM portal for our customers and make it available for them ...

"Robust IT and Customer Service Management platform!"

What do you like best about ServiceNow Customer Service Management? ServiceNow is the industry standard in providing various teams a means to manageing work item requests, and in my experience excels at this with vast functionality to incorporate different levels of recording data and integrations into the tools and services that are relevant in today's business world. What do you dislike about ServiceNow Customer Service Management? I wouldn't say that I have a dislike, but rather some ...

"ServiceNow Wonderful Tool"

What do you like best about ServiceNow Customer Service Management? ServiceNow we use for Daily Incidents, change management, Problem management and reporting work. ServiceNow provides lots of advanced features which are good and helpful to automate the reporting work. Easy to track all incidents within SLA. ITIL process integration, We can create the type of tickets. Alerts immediately when tickets are created. What do you dislike about ServiceNow Customer Service Management? Change ...