Inhalte werden geladen...
One portal, all channels – excellent
ServiceNow Customer Service Management (CSM) is a leading, cloud-based platform for automating and optimizing customer service processes.
Independent B2B performance index (0–100 points). It is calculated mathematically and without subjective influence from four verified pillars: company stability, aggregated feedback from publicly available online sources, documented compliance certifications, and operational transparency. Comparable with other software providers.
BenchTrust Index weighting: Company stability 25 points · Customer reviews 30 points · Compliance & security 25 points · Transparency 20 points. Without reviews a neutral average is used; a few reviews move it only slightly
Review data basis: G2 (6132)
BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.
Headquarters
2225 Lawson Lane, 95054 Santa Clara, United States
Employees
27000
Founded
2004
Management
Bill McDermott
ServiceNow Customer Service Management (CSM) is a leading, cloud-based platform for automating and optimizing customer service processes. Founded in 2004 and headquartered in Santa Clara, California, the publicly traded company employs around 27,000 people worldwide. The solution extends traditional Customer Relationship Management (CRM) by linking customer service requests directly with downstream operations and departments on a single, centralized platform. Core features include intelligent case management, proactive service operations for early issue detection, as well as AI-powered self-service portals and virtual agents. By seamlessly integrating workflows across various channels such as email, chat, phone, and social media, companies can route and resolve customer inquiries more efficiently. ServiceNow CSM also enables the visualization of customer journeys and precise service level management (SLAs). The platform is particularly suitable for medium to large enterprises looking to increase service quality, reduce operating costs, and break down silos between the front and back office.
No verified certifications (such as ISO 27001 or SOC 2) are currently listed for this provider. Information about compliance with standards such as GoBD or GDPR may still be available.
Ask the AI assistant on this page for current compliance and security details. It researches live information from publicly available sources.
Ask about features, integrations, data protection or onboarding – answers in seconds.
Answers are based on the website and documents of ServiceNow Customer Service Management.
Comprehensive functionality & integration options
Customizability & configurability (workflows, automation)
User interface & user-friendliness
Performance & stability with complex processes
In customer reviews of ServiceNow Customer Service Management, the solution is rated predominantly positively, particularly due to its highly comprehensive features, strong integration capabilities, and the ability to automate complex service processes end-to-end. Critical feedback mainly focuses on the high implementation complexity, the steep learning curve for users and administrators, and the comparatively high price level, which positions the solution more in the enterprise segment. Overall, ServiceNow CSM is particularly suitable for medium to large companies with complex, highly automation-oriented service processes that are looking for a centralized, scalable platform and are willing to invest in implementation, change management, and licensing costs.
AI-generated summary
BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.
ServiceNow has significantly enhanced its Customer Service Management (CSM) by introducing advanced generative AI features, particularly as part of the Xanadu release. These innovations focus on automating customer interactions and increasing productivity in customer service through 'Now Assist'. In addition, strategic partnerships and industry-specific cloud solutions expand the company's global reach and target audience. The updates support B2B organizations in optimizing service processes and efficiently meeting regulatory compliance requirements in various regions.
Source: Publicly available product updates or press releases from ServiceNow Customer Service Management.