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

"Cloud Base Ticketing Tool"

What do you like best about ServiceNow Customer Service Management? ServiceNow Tool is quite easy to use and maintain project daily works. ServiceNow provides the flexibility to integrate other automated tools. Easily we can create the ticket for other teams. It provided a common platform for the project team to work smoothly. What do you dislike about ServiceNow Customer Service Management? It's paid licence tool and it's a bit expensive. Small organizations may not afford this tool. I did ...

"Good CRM tool for large corps"

What do you like best about ServiceNow Customer Service Management? Very good CRM tool for large companies. Can handle large volumes of request data. Has very flexible features and i tegrations. What do you dislike about ServiceNow Customer Service Management? Very large and complex. Confusing libraries. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? CRM management tool. Can be used to handle customer requests.

"Service Now - Best Customer Service Platform"

What do you like best about ServiceNow Customer Service Management? 1. Ease of Ticket Management 2. Lot of automated workflow to make customer interaction easier. 3. Allows activity tracking of tickets resolved, inprogress,etc 4. Allows to set up automated reminders to customers. What do you dislike about ServiceNow Customer Service Management? 1.Its a load heavy application due to so many features due to which it takes time to load. 2.More analytics dashboards could be added 3. Lack of ...

"ServiceNow CSM Review"

What do you like best about ServiceNow Customer Service Management? ServiceNow is the leader in digital workflows and it is a one-stop solution that offers multichannel support to manage the entire Client/Customer satisfaction sphere. ServiceNow helps in delivering better customer service. Allows developers for customizations. Highly scalable. What do you dislike about ServiceNow Customer Service Management? CSM requires a lot of data as a prerequisite to deliver proper service. Using CSM ...

"ServiceNow Nice Ticketing Tool"

What do you like best about ServiceNow Customer Service Management? We are using the ServiceNow tool for reporting work and Incidents and lots of internal processes for managing groups, forms etc. Based on my work I like lots of good features in ServiceNow which help us to make automate lots of reporting work etc. - Live Chat - Maintain all old records - Reporting work - Highly customizable - ServiceNow has an email inbuilt feature which sends the notification mail to the user about ticket ...

"Nice Reporting and Ticketing Tool"

What do you like best about ServiceNow Customer Service Management? ServiceNow is being used in my entire organization in different projects to manage the daily, weekly and monthly work. - Cloud base. - We add/remove the attachment in tickets. - live chat feature - Search capabilities are nice in this tool. - Keep all records of all requests. What do you dislike about ServiceNow Customer Service Management? More automation is needed to separate CLs and Assets. Initial Setup. change ...

"I would recommend it because instead of making the so many customizations we can easily leverage CSM"

What do you like best about ServiceNow Customer Service Management? Make customer services available through all channel. Introduce self-service to drive customer service excellence. Go beyond the standard customer experience: empower agents with AI. What do you dislike about ServiceNow Customer Service Management? Need a aid on how to use the system or helpful tools for new users. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? Maintaining a ...

"Perfect Ticketing Tool"

What do you like best about ServiceNow Customer Service Management? ServiceNow we used in our current project to manage the daily Incident , Change management, problem management and other reporting work. Easy to search. Very easy to Categorize the tickets. Tool interfaces are easy to use and perform daily tasks. Asset Configuration. What do you dislike about ServiceNow Customer Service Management? Initial Setup. change process needs to be improved. sometimes we face some slowness ...

"Great Service Management Tool"

What do you like best about ServiceNow Customer Service Management? ServiceNow Tool is being used in my entire company to manage the work of each projects. - Cloud Base. - Chat Integration. - Good Search Capability. - Easy to use and manage all tickets. - Custome Report What do you dislike about ServiceNow Customer Service Management? Sometimes we have faced some slowness issues in this tool. Change processes are a bit lengthy and complex. What problems is ServiceNow Customer Service ...

"Best Ticketing and Reporting tool"

What do you like best about ServiceNow Customer Service Management? ServiceNow is the best ticketing and reporting tool in the market. Easy to use and create any new request. We can customise this tool to get the report as per the requirment. We can integrate the other automation tool with serviceNow to enable a single interface for all users. What do you dislike about ServiceNow Customer Service Management? Its not a free tool, cost are involved to get licenced of this tool. I did not see ...