ServiceNow Customer Service Management

Wie gebruikt ServiceNow Customer Service Management?

Brengt je klantenservice naar het volgende niveau, van het eerste verzoek tot en met de oplossing. Geweldige service betekent meer dan alleen het betrokken maken van je klanten. Verbind de klantenservice met andere teams om problemen snel en proactief op te lossen.

Wat is ServiceNow Customer Service Management?

ServiceNow Customer Service Management - Details

ServiceNow

http://www.servicenow.com/

Opgericht in 2012

Vergelijk ServiceNow Customer Service Management met soortgelijke producten

Vanaf

N.v.t
US$ 19,00/maand
US$ 18,00/maand
US$ 14,00/maand

Gratis versie

Gratis versie Nee
Gratis versie Nee
Gratis versie Ja
Gratis versie Ja

Gratis proef

Gratis proef Nee
Gratis proef Ja
Gratis proef Ja
Gratis proef Ja

ServiceNow Customer Service Management - implementatie en ondersteuning

Ondersteuning

  • 24/7 (contact met medewerker)
  • Chatten

Implementatie

  • Cloud, SaaS, Web
  • Android (mobiel)
  • iPhone (mobiel)
  • iPad (mobiel)

Training

  • Persoonlijk
  • Live online
  • Webinars
  • Documentatie

Functies van ServiceNow Customer Service Management

  • API
  • Aanpasbare rapporten
  • Aanpasbare sjablonen
  • Aanpasbare velden
  • Activiteiten volgen
  • Activiteitenbeheer
  • Activiteitendashboard
  • Analyse van verkooptrends
  • Beheer van verkooppipeline
  • CRM
  • Campagnebeheer
  • Contactenbeheer
  • Contactendatabase
  • Documenten opslaan
  • E-mailbeheer
  • E-mailmarketing
  • E-mailsjablonen
  • Gegevens importeren en exporteren
  • Herinneringen
  • Integratie van sociale media
  • Integraties van derden
  • Interactie bijhouden
  • Interne chatintegratie
  • Kalender-/herinneringssysteem
  • Kalenderbeheer
  • Kalendersynchronisatie
  • Kansenbehee
  • Klantendatabase
  • Leadkwalificatie
  • Leads beheren
  • Leads genereren
  • Leads vastleggen
  • Marketingautomatisering
  • Mobiele toegang
  • Offertes
  • Pipelinebeheer
  • Prognose
  • Prognoses
  • Rapportage en analyse
  • Rapportage en statistieken
  • Referenties bijhouden
  • Segmentering
  • Slepen en neerzetten
  • Taakbeheer
  • Territoriumbeheer
  • Verkoopprognose
  • Verkooprapporten
  • Waarschuwingen/Meldingen
  • Workflowbeheer

Bekijk de volledige lijst van CRM-software

  • API
  • Aanpasbare formulieren
  • Aanpasbare sjablonen
  • Activiteiten volgen
  • Afsprakenbeheer
  • Analyse van klantenservices
  • Autoresponders
  • Beheer van supporttickets
  • Callcenterbeheer
  • Communicatie via meerdere kanalen
  • Communicatiebeheer
  • Contactenbeheer
  • Contactendatabase
  • Door gebeurtenissen geactiveerde acties
  • E-mailbeheer
  • Eenmalige aanmelding
  • Engagement tracking
  • Enquêtes en feedback
  • Gegevens importeren en exporteren
  • Inboxbeheer
  • Integratie van sociale media
  • Integraties van derden
  • Kalenderbeheer
  • Kennisbankbeheer
  • Klantendatabase
  • Klantensegmenten
  • Klantgeschiedenis
  • Live chatten
  • Meerdere gebruikersaccounts
  • Ondersteuningstickets bijhouden
  • Op regels gebaseerde workflow
  • Oproepen routeren
  • Personeelsbeheer
  • Prestatiebeheer
  • Prestatiemeetwaarden
  • Rapportage en statistieken
  • Realtime analyse
  • Realtime controle
  • Realtime meldingen
  • Realtime rapportage
  • Realtime updates
  • Sjabloonbeheer
  • Slepen en neerzetten
  • Sms-berichten
  • Virtuele assistent
  • Voicemail
  • Waarschuwingen / Escalatie
  • Wachtrijbeheer
  • Workflowbeheer
  • Zelfserviceportal

Bekijk de volledige lijst van Klantenservice software

ServiceNow Customer Service Management alternatieven

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Reviews van ServiceNow Customer Service Management

Lees alle 110 reviews

Gemiddelde score

In totaal
4,3
Gebruiksgemak
4
Klantenservice
4,2
Functies
4,3
Waar voor je geld
4,1

Reviews op basis van score

5
53
4
42
3
14
2
1

Reviews op basis van bedrijfsgrootte (werknemers)

  • <50
  • 51-200
  • 201-1.000
  • >1.001
Jason P.
Jason P.
Application Analyst in VS
Geverifieerde LinkedIn-gebruiker
Computersoftware, 1.001-5.000 werknemers
Used the Software for: 2+ jaar
Bron van de reviewer

ServiceNow A Great Piece of Software

5 2 jaar geleden

Comments: 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.

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.

Ryan W.
Analyst Developer in Canada
Telecommunicatie, 1.001-5.000 werknemers
Used the Software for: 2+ jaar
Bron van de reviewer

Complete Package

4 2 jaar geleden

Comments: 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.

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.

Colleen S.
Eccomerce Specialist in Mexico
Cosmetica, 51-200 werknemers
Used the Software for: 6-12 maanden
Bron van de reviewer

Horrible customer experience

3 3 jaar geleden

Comments: My overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds. Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.
Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.

Pros:

-can search to find topics -can customize search for tickets and service request -can excel tickets and customize the information -if you developers access you can create reports -receive email confirmation and when tickets are updated -can uploads images and video

Cons:

-when creating a service request the user cannot specify the name. First a request is created [sc_request] then automatically a requested Item is created [sc_req_item] with a default title which is extremely confusing -only the user who created Incidents can reopen Incidents -only the user who created Incidents can then link to previously closed incidents -if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket -Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened) -IT Portal view doesn't save views, views are only saved for that session

Sonia B.
IT operations in VS
Informatietechnologie en -diensten, 1.001-5.000 werknemers
Used the Software for: 2+ jaar
Bron van de reviewer

ServiceNow

5 3 maanden geleden

Comments: Overall a good and Wonderfull experience.

Pros:

I have been using ServiceNow almost everyday for more than 2 years which is really user friendly. Initially It has been very easy to navigate and locate previous tickets on this software. I used ServiceNow as a ticking tool, where my team used to to review the ticket sent by the previous team and add remarks and validation as and when needed, it was a very nice tool to track the overall productivity of the team.

Cons:

I did face starting doing the starting phase as navigating and learning the options took me some time. I would like to enhance more features such as feedbacks, larger vol of data can be saved and customer satisfaction feedbacks which would help the team validity and increase the overall performance.

Geverifieerde reviewer
R&D Support in India
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 501-1.000 werknemers
Used the Software for: 6-12 maanden
Bron van de reviewer

A good ticketing tool with lot of options to develop

4 12 maanden geleden

Comments: The tool is good for any service based organization but needs to focus on some improvements because there are several ticketing tools available in the market with better options

Pros:

It does have good platform to create knowledge articles and save it This can be easily adapted by any organization

Cons:

Need to improve the UI Should have a Better tracking of the comments from the user and the agent