--- description: ServiceNow Customer Service Management : qu'en pensent les utilisateurs ? Lisez les avis clients sur ServiceNow Customer Service Management, consultez les prix, tarifs, abonnements et découvrez ses fonctionnalités grâce à Capterra Luxembourg. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: ServiceNow Customer Service Management - Avis, notes, prix et abonnements - Capterra Luxembourg 2026 --- Breadcrumb: [Accueil](/) > [Service client](/directory/22/customer-service/software) > [ServiceNow Customer Service Management](/software/192052/servicenow-customer-service-management) # ServiceNow Customer Service Management Canonical: https://www.capterra.lu/software/192052/servicenow-customer-service-management Page : 1/7\ Suivant: [Page suivante](https://www.capterra.lu/software/192052/servicenow-customer-service-management?page=2) > Conclusion : 152 utilisateurs lui ont donné la note de **4.4/5**. Figure au meilleur classement pour **Probabilité de recommander le produit**. ----- ## Présentation ### Qui utilise ServiceNow Customer Service Management ? Améliorez votre service client, de la demande à la résolution. Un excellent service implique davantage que le fait d'engager vos clients. Connectez le service client aux autres équipes pour résoudre les problèmes rapidement et de manière proactive. ## Statistiques et notes | Métrique | Notation | En détail | | **Note globale** | **4.4/5** | 152 Avis | | Simplicité | 4.1/5 | D'après l'ensemble des avis | | Support client | 4.2/5 | D'après l'ensemble des avis | | Rapport qualité-prix | 4.1/5 | D'après l'ensemble des avis | | Fonctionnalités | 4.3/5 | D'après l'ensemble des avis | | Pourcentage de recommandation | 80% | (8/10 Probabilité de recommander le produit) | ## À propos de l'éditeur - **Société**: ServiceNow - **Pays**: Santa Clara, É.-U. - **Entreprise fondée en**: 2012 ## Contexte commercial - **Public cible**: 51–200, 201–500, 501–1.000, 1.001–5.000, 5.001–10.000, 10.000+ - **Déploiement et plateformes**: Cloud, SaaS, web, Mac (ordinateur), Windows (ordinateur), Android (mobile), iPhone (mobile), iPad (mobile) - **Langues**: allemand, anglais, chinois, chinois traditionnel, coréen, espagnol, finnois, français, hongrois, hébreu, italien, japonais, norvégien, néerlandais, polonais, portugais, portugais brésilien, portugais européen, russe, suédois, tchèque, thaï, turc - **Pays disponibles**: Afghanistan, Afrique du Sud, Albanie, Algérie, Allemagne, Andorre, Angola, Arabie saoudite, Argentine, Arménie, Australie, Autriche, Azerbaïdjan, Bahreïn, Bangladesh, Belgique, Bhoutan, Biélorussie, Bolivie, Bosnie-Herzégovine et 173 de plus ## Fonctionnalités - Alerts/Escalation - Analyse en libre-service - Analyse prédictive - Analyse visuelle - Automatisation des processus et flux de travail - Automatisation des processus métiers - Autorisations basées sur les rôles - Bibliothèque d'algorithmes de ML - CTI (couplage téléphonie informatique) - Communication multicanal - Configuration des workflows - Connecteurs de données - Contrôles/Permissions d'accès - Enquêtes et feedback - Fonction de glisser-déposer - Gestion de contenu - Gestion de l'expérience client - Gestion de la base de connaissances - Gestion de la communication - Gestion de la qualité - Gestion des accords de service - Gestion des affectations - Gestion des centres d'appel - Gestion des e-mails - Gestion des flux de travail - Gestion des incidents - Gestion des listes d'attente - Gestion des tickets de support - Gestion des tâches - Gestion du personnel - Historique des clients - Importation et exportation de données - Interface d'agent - Logiciels d'expérience client - Logiciels de chatbots - Messagerie instantanée - Modèle de formation - Personnalisation - Portail client - Portail libre-service - Prise en charge de plusieurs langues - Rapports et analyses - Rapports et statistiques - Recherche en texte intégral - Recherche/Filtre - Routage automatisé - Suivi de l'engagement - Suivi des interactions - Third-Party Integrations - Traitement automatique du langage naturel ... et 10 fonctionnalités supplémentaires ## Intégrations (12 au total) - 3CLogic - Bright Pattern - Five9 - Jira - Medallia Experience Cloud - Microsoft Teams - SightCall - Sprinklr - Talkdesk - TenFold - Vonage Business Communications - Webex Suite ## Ressources d'aide - Service client/e-mail - FAQ/forums - Base de connaissances - Support 24/7 (réponse directe) - Chat ## Category - [Service client](https://www.capterra.lu/directory/22/customer-service/software) ## Catégories connexes - [Service client](https://www.capterra.lu/directory/22/customer-service/software) - [Support client](https://www.capterra.lu/directory/32315/customer-support/software) - [Suivi des problèmes](https://www.capterra.lu/directory/30675/issue-tracking/software) - [Logiciels CCM (Customer Communications Management)](https://www.capterra.lu/directory/31002/customer-communications-management/software) - [Gestion des flux de travail](https://www.capterra.lu/directory/30091/workflow-management/software) ## Logiciels similaires 1. [Salesforce Sales Cloud](https://www.capterra.lu/software/61368/salesforce) — 4.4/5 (18783 reviews) 2. [Zendesk Suite](https://www.capterra.lu/software/164283/zendesk) — 4.4/5 (4079 reviews) 3. [LiveAgent](https://www.capterra.lu/software/102188/liveagent) — 4.7/5 (1783 reviews) 4. [LiveChat](https://www.capterra.lu/software/62194/livechat) — 4.6/5 (1723 reviews) 5. [Freshdesk](https://www.capterra.lu/software/124981/freshdesk) — 4.5/5 (3434 reviews) ## Avis ### "A Great Tool for all the ITSM needs- One that fits All" — 5.0/5 > **Meraz** | *20 septembre 2022* | Informatique et sécurité réseau | Taux de recommandation : 9.0/10 > > **Avantages**: The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem. > > **Inconvénients**: A lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training. > > We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules. ----- ### "A refreshing tool" — 5.0/5 > **Song Kean** | *2 avril 2024* | Télécommunications | Taux de recommandation : 9.0/10 > > **Avantages**: The ability to build personal and team reporting dashboards > > **Inconvénients**: Documentation to get help on creating filters > > Smooth and fast tool. Features rich. Cannot wait to explore more to discover the full potential of this tool. ----- ### "Good Tool but performance is an issue" — 3.0/5 > **Utilisateur vérifié** | *29 octobre 2019* | Services financiers | Taux de recommandation : 6.0/10 > > **Avantages**: - out of the box configuration templates is great start point for setup - Deep integration with other ServiceNow tools (big selections as well) - easy for administration to benchmark and track support service - like the fact that it has user customizable queries to filter out only items that you want. > > **Inconvénients**: - Performance is an issue. we have been getting on and off slowness that we can't seem to resolve it. - over cost is higher compare with its competitors - there should be ways to duplicates incidents - Search result is unpredictable, sometimes search does not return the result you want without going into the module first (this is inconvenience as sometimes a ticket number is the only thing given and you have to figure it out what kind of ticket before searching) > > Can deny that ServiceNow is the best in the category and offer the most functionalities. However, performance is truly an issue as page refresh can be lengthy from time to time. ----- ### "Using SNow since 2012" — 4.0/5 > **Victoria** | *14 novembre 2022* | Philanthropie | Taux de recommandation : 9.0/10 > > **Avantages**: The fact that the software is widely versatile and scalable for the needs of an organisation. It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools. HR processes, Self Service, Approvals, Confidential reporting, schedule reporting and automating routine work, asset management and discovery. > > **Inconvénients**: The fact that I can not imbed linksBut also think is mostly geared to large organisations. I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small company to take, which is a shame). > > 99.9% of the work I do every day is linked to either accessing Service Now or working on data produced by SNow. Using SNow for as long as I have, has made me confident in choosing to continue renewal. I have to admit that licencing model changes and yearly negotiations are painful but that is all part of the environment we work in. ----- ### "One of the best Ticketing tools available" — 5.0/5 > **Ravi** | *26 avril 2022* | Services financiers | Taux de recommandation : 10.0/10 > > **Avantages**: Covers all ITIl aspects w.r.t incident, problem and change management. It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes. Given the fact that it also has inbuilt reporting capabilities, this is an absolute must. It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports. Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently. Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc... > > **Inconvénients**: None that I know of as yet. Whatever customisations i needed were easily available within the existing module. ----- Page : 1/7\ Suivant: [Page suivante](https://www.capterra.lu/software/192052/servicenow-customer-service-management?page=2) ## Liens - [Afficher sur Capterra](https://www.capterra.lu/software/192052/servicenow-customer-service-management) ## Cette page est disponible dans les langues suivantes. | Langue | 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 | | ----- ## Données structurées