--- description: Get detailed information about ServiceNow Customer Service Management and how it can help you meet your business needs. Learn more about ServiceNow Customer Service Management price, benefits, and disadvantages for businesses in Singapore. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: ServiceNow Customer Service Management Pricing, Cost & Reviews - Capterra Singapore 2026 --- Breadcrumb: [Home](/) > [Customer Service Software](/directory/22/customer-service/software) > [ServiceNow Customer Service Management](/software/192052/servicenow-customer-service-management) # ServiceNow Customer Service Management Canonical: https://www.capterra.com.sg/software/192052/servicenow-customer-service-management Page: 1 / 7\ Next: [Next page](https://www.capterra.com.sg/software/192052/servicenow-customer-service-management?page=2) > Automate and streamline processes to solve customer issues faster, decreasing your cost to serve and increasing customer loyalty. > > Verdict: Rated **4.4/5** by 152 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses ServiceNow Customer Service Management? Enterprise-wide Service, Operations, and Customer Experience Buyer Groups ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.4/5** | 152 Reviews | | Ease of Use | 4.1/5 | Based on overall reviews | | Customer Support | 4.2/5 | Based on overall reviews | | Value for Money | 4.1/5 | Based on overall reviews | | Features | 4.3/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: ServiceNow - **Location**: Santa Clara, US - **Founded**: 2012 ## Commercial Context - **Pricing Details**: Contact ServiceNow for pricing details. - **Target Audience**: 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Brazilian Portuguese, Chinese, Czech, Dutch, English, European Portuguese, Finnish, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish - **Available Countries**: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Argentina, Armenia, Australia, Austria, Azerbaijan, Bahrain, Bangladesh, Belarus, Belgium, Benin, Bhutan, Bolivia, Bosnia & Herzegovina, Botswana and 173 more ## Features - Access Controls/Permissions - Agent Interface - Alerts/Escalation - Assignment Management - Automated Routing - Business Process Automation - CRM - Call Center Management - Chatbot - Communication Management - Computer Telephony Integration - Content Management - Customer Experience Management - Customer History - Data Connectors - Data Import/Export - Drag & Drop - Email Management - Engagement Tracking - Full Text Search - Incident Management - Interaction Tracking - Inventory Management - Knowledge Base Management - Live Chat - ML Algorithm Library - Model Training - Multi-Channel Communication - Multi-Language - Natural Language Processing - Personalization - Predictive Analytics - Process/Workflow Automation - Quality Management - Queue Management - Reporting & Statistics - Reporting/Analytics - Role-Based Permissions - Search/Filter - Self Service Portal - Self-service Analytics - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Task Management - Third-Party Integrations - Visual Analytics - Workflow Configuration - Workflow Management - Workforce Management ... and 10 more features ## Integrations (12 total) - 3CLogic - Bright Pattern - Five9 - Jira - Medallia Experience Cloud - Microsoft Teams - SightCall - Sprinklr - Talkdesk - TenFold - Vonage Business Communications - Webex Suite ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - 24/7 (Live rep) - Chat ## Category - [Customer Service Software](https://www.capterra.com.sg/directory/22/customer-service/software) ## Related Categories - [Customer Service Software](https://www.capterra.com.sg/directory/22/customer-service/software) - [Customer Support Software](https://www.capterra.com.sg/directory/32315/customer-support/software) - [Issue Tracking Software](https://www.capterra.com.sg/directory/30675/issue-tracking/software) - [Customer Communications Management Software](https://www.capterra.com.sg/directory/31002/customer-communications-management/software) - [Workflow Management Software](https://www.capterra.com.sg/directory/30091/workflow-management/software) ## Alternatives 1. [Freshdesk](https://www.capterra.com.sg/software/124981/freshdesk) — 4.5/5 (3410 reviews) 2. [Salesforce Sales Cloud](https://www.capterra.com.sg/software/61368/salesforce) — 4.4/5 (18770 reviews) 3. [Zendesk Suite](https://www.capterra.com.sg/software/164283/zendesk) — 4.4/5 (4076 reviews) 4. [LiveChat](https://www.capterra.com.sg/software/62194/livechat) — 4.6/5 (1716 reviews) 5. [LiveAgent](https://www.capterra.com.sg/software/102188/liveagent) — 4.7/5 (1755 reviews) ## Reviews ### "ServiceNow is the best tool for Ticketing Management" — 5.0/5 > **Verified Reviewer** | *3 May 2024* | Human Resources | Recommendation rating: 10.0/10 > > **Pros**: 1. User-friendly interface. 2. Reduce manual tasks. 3. ServiceNow offers a wide range of IT service management features and they are very user-friendly. > > **Cons**: The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets. ----- ### "ServiceNow works fine" — 5.0/5 > **Verified Reviewer** | *17 April 2026* | Real Estate | Recommendation rating: 7.0/10 > > **Pros**: What I like most about ServiceNow Customer Service Management is its flexibility and adaptability to different operational needs. It isn’t a one-size-fits-all solution—rather, it provides a wide range of capabilities that can be configured to match how a team actually works. Whether it’s case management, automation, self-service portals, or integration with other systems, you can tailor it to support specific workflows instead of forcing your processes to change. Another standout aspect is how it supports scalability. As an operation grows or evolves, the platform can expand with it—adding new features, automations, or channels without requiring a complete overhaul. This makes it especially valuable for organizations that anticipate change or need to support multiple types of customers and service models. I also appreciate how it brings everything into a centralized system. Having customer interactions, data, and service processes in one place improves visibility and collaboration across teams, which ultimately leads to faster resolution times and a better customer experience. Overall, its strength lies in offering multiple ways to solve problems, allowing organizations to choose what works best for them rather than being locked into a rigid structure. > > **Cons**: What I liked least about ServiceNow Customer Service Management is the level of complexity involved in getting it set up and running effectively. There are a lot of conditional configurations, dependencies, and moving parts that need to be aligned before you can fully utilize the platform. This can make the initial implementation and even ongoing updates time-consuming and sometimes overwhelming. While the flexibility is a strength, it also means that even simple changes often require working through multiple layers of logic, workflows, or permissions. This can slow down development and make it harder for teams to quickly adapt or troubleshoot issues without deep platform knowledge. Overall, the heavy reliance on complex conditional setup can create a steep learning curve and require significant effort before the system starts delivering its full value. > > Overall, my experience with ServiceNow Customer Service Management has been pretty satisfying. The platform offers a strong set of features that support a wide range of customer service needs, and its flexibility allows it to adapt well to different operational requirements. Once everything is set up properly, it becomes a powerful tool for managing cases, improving workflows, and enhancing the overall customer experience. While there can be some complexity during setup and configuration, the benefits tend to outweigh the challenges. It provides good visibility, helps streamline processes, and supports scalability as needs evolve. Overall, it’s a reliable solution that delivers solid value for customer service operations. ----- ### "Honest Review about ServiceNow Customer Service Management" — 4.0/5 > **Preeti** | *30 June 2025* | Financial Services | Recommendation rating: 8.0/10 > > **Pros**: The thing that I like the most about ServiceNow Customer Service Management is that the interface is very easy to understand interface and is also very easy to navigate. Raising tickets is very easy. Also, the platform uses very easy to understand English. > > **Cons**: At times, I find it not very intuitive and also certain features seem a little overwhelming for the beginners. Also, sometimes it is non -responsive or slow to to respond . > > My overall experience with ServiceNow Customer Service Management has been really good. The comprehensive handling of customer enquiries makes it very reliable . ----- ### "Everything you need right at your fingertips" — 5.0/5 > **Tomia** | *28 August 2024* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: I like that everything you need to know is in the system > > **Cons**: It can be a little overwhelming when you first start > > It made life as an analyst very easy. Know that everything you need to know about a ticket is all in one place ----- ### "Great tool for incidents and service requests management" — 5.0/5 > **Analia** | *16 October 2024* | Insurance | Recommendation rating: 9.0/10 > > **Pros**: It provides full integration with teams and tasks, allowing to easy monitoring their status and progress > > **Cons**: It has so many branches to get an incident sent to. > > Great tool for incidents and service requests management ----- Page: 1 / 7\ Next: [Next page](https://www.capterra.com.sg/software/192052/servicenow-customer-service-management?page=2) ## Links - [View on Capterra](https://www.capterra.com.sg/software/192052/servicenow-customer-service-management) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data