ServiceNow Customer Service Management Reviews

Pros

Every day I use this to log tickets and update the workflow and it feels better than a lot of other tools even if it's not the absolute best. It's simple to navigate when tracking or creating tickets and passing them along to another team with comments is pretty simple. New team members were also able to pick it up quickly because the help documentation and articles are easy to find and the overall design is user friendly from a navigation standpoint.

Cons

There's still room for improvement with performance because it often gets stuck when searching for someone outside our group or when looking up a closed ticket.

Pros

User experience feels polished and it also creates a better customer experience when managing tickets.

Cons

Customer support still has room for improvement and could be more helpful to users.

Pros

ServiceNow has helped our company bring previously separate teams and processes together into a single service operation.

Cons

At this point I really haven't come across many downsides.

Pros

The functionality they promised sounded acceptable on paper but after a full year of "implementation," they still never got the system working. I would not recommend it to small or midsize businesses because it feels like they have no real incentive to follow through on their commitments when a smaller customer leaves.

Cons

From where I sit ServiceNow was not honest with us. We were assured it could integrate with NetSuite which is our ERP and then they pushed us to one of their partners to handle the implementation. We purchased it in December 2020 and now it is December 2021 and the product still is not live. To make matters worse, they started reaching out to ask why I had not paid for the second year even though we have not been able to use the tool even once. It feels like our company is too small for them to take the problem seriously.

Pros

Navigating feels very simple and the results it gives are clear and consistent every time.

Cons

When the system runs into an error, there's very little support available to help resolve it.