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Customer Service Software

ServiceNow Customer Service Management

Customer service module of the ServiceNow platform that links support with other departments

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  • Email Management
  • 24/7 (Live Rep)
  • Online
  • Documentation
  • +17 more
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About ServiceNow Customer Service Management

ServiceNow Customer Service Management is a customer service product that goes beyond a traditional CRM. It connects the support function with other teams so complex issues can be resolved from start to finish.

What ServiceNow Customer Service Management does

  • Cross-department resolution: joins customer service with the rest of the organisation.
  • Proactive monitoring: watches trends in customers' products and services to fix problems early.
  • Automation: takes care of common customer requests quickly.
  • AI agents: the wider platform includes autonomous agents for workflows.
  • Agent experience: aims to improve work for support staff as well as customers.

Who it serves

Large organisations across sectors, including healthcare and life sciences and telecommunications, media and technology.

Key facts

  • Platform: ServiceNow AI Platform
  • Related products: IT service management, field service and security operations

Profile written by TrustList from the business's own published information, Oct 2026.

Categories & features

  • Email Management
  • 24/7 (Live Rep)
  • Online
  • Documentation
  • Webinars
  • Live Online
  • In Person
  • iPhone / iPad
  • Web-Based, Cloud, SaaS
  • Virtual Assistant
  • Knowledge Base
  • Android
  • Appointment Management
  • Alerts / Escalation
  • Queue Management
  • Live Chat
  • Social Media Integration
  • Surveys & Feedback
  • Self Service Portal
  • Performance Metrics
  • Workflow Management

Rankings

As of 2026-10-25. Organic ranks only; sponsored placements are never ranks.

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