¿Qué es ServiceNow Customer Service Management?
La gestión de atención al cliente de ServiceNow está diseñada para una economía de servicios digitalmente conectada. La convergencia de productos y servicios aumenta las expectativas de los clientes. Pero las herramientas tradicionales de asistencia al cliente ya no funcionan.
¿Quién usa ServiceNow Customer Service Management?
Mejora tu servicio de atención al cliente, desde la solicitud hasta la resolución. Un excelente servicio significa mucho más que involucrar a tus clientes. Conecta el servicio de atención al cliente con otros equipos para resolver problemas de manera rápida y proactiva.
Información sobre ServiceNow Customer Service Management
ServiceNow
Fundada en 2012
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Información sobre ServiceNow Customer Service Management
ServiceNow
Fundada en 2012
Imágenes y vídeos de ServiceNow Customer Service Management
Comparar el precio de ServiceNow Customer Service Management con productos similares
Precio inicial
Versión gratuita
Prueba gratis
ServiceNow Customer Service Management: implementación y asistencia
Asistencia
- Asistencia 24/7
- Chat
Implementación
- Cloud, SaaS, Web
- Android (móvil)
- iPhone (móvil)
- iPad (móvil)
Formación
- En persona
- En vivo online
- Webinars
- Documentación
Funciones de ServiceNow Customer Service Management
Software de servicio al cliente
- API
- Acciones activadas por evento
- Actualizaciones en tiempo real
- Alertas y alzada
- Análisis de atención al cliente
- Análisis en tiempo real
- Arrastrar y soltar
- Asistente virtual
- Autorrespondedores
- Base de datos de clientes
- Base de datos de contactos
- Chat en vivo
- Comunicación multicanal
- Creación de informes en tiempo real
- Creación de informes y estadísticas
- Encuestas y comentarios
- Enrutamiento de llamadas
- Flujo de trabajo basado en reglas
- Formularios personalizables
- Gestión de bandeja de entrada
- Gestión de calendarios
- Gestión de centros de atención telefónica
- Gestión de citas
- Gestión de colas de espera
- Gestión de contactos
- Gestión de correo electrónico
- Gestión de empleados
- Gestión de flujos de trabajo
- Gestión de la base de conocimiento
- Gestión de la comunicación
- Gestión de modelos
- Gestión de tickets de soporte
- Gestión del rendimiento
- Historial de cliente
- Importación y exportación de datos
- Integraciones de terceros
- Integración de redes sociales
- Mensaje de voz
- Mensajería SMS
- Modelos personalizables
- Métricas de rendimiento
- Notificaciones en tiempo real
- Portal de autoservicio
- Registro único
- Segmentación de clientes
- Seguimiento de actividades
- Seguimiento de la participación
- Seguimiento de tickets de soporte
- Supervisión en tiempo real
- Varias cuentas de usuario
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Opiniones de ServiceNow Customer Service Management
Leer las 113 opiniones
Jason P.
ServiceNow A Great Piece of Software
Comentarios: 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.
Puntos a favor:
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.
Puntos en contra:
There are times that it can be slow when trying to interact with some of the dashboards.
Ryan W.
Alternativas consideradas:
Complete Package
Comentarios: 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.
Puntos a favor:
The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible.
Puntos en contra:
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.
Will O.
ServiceNow Not for Small and Medium Sized Businesses
Comentarios: When this was flagged to ServiceNow Management, they have washed their hands of it and said for me not to get my hopes up that they will do anything. It's clear that I am too small of a business for them to do anything for us. My only option now is litigation.
Puntos a favor:
The PROMISED functionality is fine. They never got it to a functional state after a year of "implementation." I do not recommend ServiceNow for small and medium sized businesses because ServiceNow doesn't care about fulfilling their promises because losing a small business is no big deal.
Puntos en contra:
I feel that ServiceNow lied to me. I was told that it could integrate with NetSuite, our ERP. ServiceNow referred us to one of their partners for implementation. We bought it in December of 2020. It is now December 2021, and the tool is still not implemented. On top of this, they are contacting me asking why I haven't paid for the second year of the service! We have not been able to actually use the tool once! We are too small of a company for Service Now to do anything about the issue.
Usuario verificado
A good ticketing tool with lot of options to develop
Comentarios: 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
Puntos a favor:
It does have good platform to create knowledge articles and save it This can be easily adapted by any organization
Puntos en contra:
Need to improve the UI Should have a Better tracking of the comments from the user and the agent
Stacey B.
Lot's of features, lot's of complexity.
Comentarios: Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.
Puntos a favor:
Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.
Puntos en contra:
Complexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly.
