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Customer Service Management

Forrester reveals the ROI of ServiceNow Customer Service Management.

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Customer Service Management
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Great service means more than just engaging your customers. Connect customer service with other teams to resolve issues quickly and proactively.

Elevate your customer service from request to resolution.

Be a customer service superstar

Increase customer satisfaction

Provide personalized self-service options and automate common customer requests.

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Boost resolution efficiency

Fix issues faster and minimize costs by connecting customer service with field service and other departments.

See What Leaders Do

Improve product and service quality

Analyze trends and monitor products and services to identify issues and preemptively notify customers.

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Be a customer service superstar

Increase customer satisfaction

Provide personalized self-service options and automate common customer requests.

View Economic Impact

Boost resolution efficiency

Fix issues faster and minimize costs by connecting customer service with field service and other departments.

See What Leaders Do

Improve product and service quality

Analyze trends and monitor products and services to identify issues and preemptively notify customers.

Read Analyst Report

Don’t just take our word for it

See how companies like yours use Customer Service Management to deliver exceptional customer service experiences.

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Technology

Customer service productivity up 45%

Using ServiceNow, Vodafone customer service agents resolve issues before customers know about them.

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Government

Assignment times shrink by 100%

The State of Tennessee cut case assignment times from 36 hours to 8 minutes and re-energized its staff.

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TELECOMMUNICATIONS

Resolving 10,000 cases per month

Proximus standardized customer service delivery processes onto a single platform.

Capabilities that scale with your business

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

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Agent Workspace

Enhance agent productivity with multitasking, integrated solutions, and an optimized layout.

 
 

Case Management

Manage customer interactions and visually track activities, case status, and SLAs.

 
 

Predictive Intelligence

Use machine learning to route issues, recommend solutions, and identify knowledge gaps.

 
 

Omni-Channel

Integrate telephony systems and support customers across web, phone, chat, email, and social media.

 
 

Visual Workflow and Automation

Automate assignments, tasks, and service processes with a simple drag-and-drop interface.

 
 

Self-Service

Drive self-service from a portal integrated with knowledge, service catalogs, communities, and chatbots.

 
 

Virtual Agent

Improve the customer self-service experience with conversational guidance using a chatbot.

 
 

Field Service Management

Create and manage work orders based on technician skills, availability, and inventory.

 
 

Knowledge Management

Provide instant access to relevant knowledge for customers and the agents who serve them.

 
 

Communities

Connect customers and employees with their peers to find answers and solve problems.

 
 

Proactive Customer Service Operations

Monitor your customers’ products and services to identify issues proactively and fix them quickly.

 
 

Customer Service Management Mobile App

Manage cases on the go with a consumer-style app using native device features.

 
 

Service Management for Issue Resolution

Identify, diagnose, and permanently resolve customer issues.

 
 

Major Issue Management

Deliver proactive service by identifying trends and notifying likely affected customers.

 
 

Advanced Work Assignment

Automatically route work to the best agent based on criteria or affinity with the case.

 
 

Customer Data Management

Give agents a view of accounts, contacts, entitlements, contracts, products, assets, and install base.

 
 

Visual Task Assignment

Assign customer requests and tasks to other departments with visual task boards.

 
 

Surveys

Use surveys to measure voice of the customer and stay current with customer concerns.

 
 

Reports and Dashboards

Generate and distribute customized reports and dashboards on demand.

 
 

Performance Analytics

Analyze trends with KPIs, metrics, and role-based dashboards for customer service.

 
 

Customer Project Management

Manage your entire project lifecycle and empower customers and agents to manage project tasks.

 
 

Continual Improvement Management

Initiate and track improvements across the enterprise by aligning people, processes, and data.

 
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ServiceNow customer service management capabilities

Built on the Now Platform®

Customer Service Management includes powerful platform capabilities so you can quickly build and deliver apps to accelerate your digital transformation.
Explore Platform
Customizable mobile phone experiences
Delightful user experiences Provide a modern experience with personalized mobile apps, self-service portals, and contextual collaboration.
App development capabilities
Custom applications Enable anyone in your organization to quickly extend Customer Service Management or build custom business apps.
Alt Text Ideas based on intelligence
Intelligent automation Use machine learning and AI-powered chatbots to make work easier and more efficient.

Customer Service Management integrations

Customer Service Management easily integrates with partner and third-party applications, including CTI software and telephony platforms.

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3CLogic
Combine the Now Platform with 3CLogic to create a complete omni-channel experience.
Adobe
Deliver more effective service informed through comprehensive customer profiles with the integration of ServiceNow and Adobe Experience Platform.
Bucher + Suter AG
Achieve maximum leverage from both platforms with a seamless and powerful integration of ServiceNow and Cisco Contact Center.
CareAR
Provide augmented reality remote support to service management teams for enhancing the experience of customers, employees, and field staff.
Coveo
Bring AI-powered search and recommendations directly inside ServiceNow to drive agent productivity and create more relevant self-service experiences.
Five9
Place an intelligence-driven cloud contact center at the fingertips of your agents and supervisors in ServiceNow.
InGenius
Connect Avaya, Cisco, and Genesys into ServiceNow with screen pop, click-to-dial, call logging, and call reports.
Medallia
Deliver world-class customer experience by driving customer workflows with the leading experience management platform.
NICE inContact
Increase agent efficiency and empower them to make better decisions with contact center controls seamlessly integrated in ServiceNow.
Screenmeet
Make it simple to co-browse and remote control your customer's device directly from within the ServiceNow case with no additional software.
Sprinklr
Engage with your customers on social and messaging channels natively in ServiceNow and automate case creation from posts and messages.
Starfish
Enable seamless integration of telephony systems with ServiceNow by tightly integrating multi-vendor CTI, including Avaya, Cisco and Microsoft Skype for Business.
Talkdesk
Deploy cloud-based call center software with advanced features and comprehensive reporting.
Tenfold
Recognize your customers at the moment of interaction with next generation CTI that increases productivity and improves customer experience.
Voicefoundry
Integrate ServiceNow with Amazon's ground-breaking telephony platform, CTI for Amazon Connect.
Workato
Jumpstart your integration with 100+ pre-built recipe templates, including Salesforce, Jira, Microsoft, Slack, and more.
ServiceNow Store
Browse other available integrations for Customer Service Management.
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Slack

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Communicate transparently and reach resolution faster by connecting Slack in the Integration Hub.
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Resources

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Data Sheets
Data Sheets
Analyst Reports
Analyst Reports
Webinars
Webinars
Ebooks
Ebooks

Choose a package

Find the Customer Service Management package that works for your business.

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Standard

(15)
  • Agent Workspace
  • Case Management
  • Omni-Channel
  • Visual Workflow and Automation
  • Self-Service
  • Knowledge Management
  • Communities
  • Service Management for Issue Resolution
  • Customer Service Management Mobile App
  • Major Issue Management
  • Advanced Work Assignment*
  • Customer Data Management
  • Visual Task Assignment
  • Surveys
  • Reports and Dashboards
  • Proactive Customer Service Operations
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Customer Project Management
  • Continual Improvement Management

Professional

(21)
  • Agent Workspace
  • Case Management
  • Omni-Channel
  • Visual Workflow and Automation
  • Self-Service
  • Knowledge Management
  • Communities
  • Service Management for Issue Resolution
  • Customer Service Management Mobile App
  • Major Issue Management
  • Advanced Work Assignment*
  • Customer Data Management
  • Visual Task Assignment
  • Surveys
  • Reports and Dashboards
  • Proactive Customer Service Operations
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Customer Project Management
  • Continual Improvement Management

Licensed Separately

(3)
  • Field Service Management
  • IT Operations Management**
  • Project Portfolio Management***

* Routing work to the best agent based on affinity with the case is included in the Professional package.
** IT Operations Management is needed for Proactive Customer Service Operations
*** Project Portfolio Management is needed for Customer Project Management
// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch
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