--- description: Ontdek de plus- en minpunten van ServiceNow Customer Service Management en leer meer over de functies, de prijs en het gebruiksgemak van de software. Lees nuttige beoordelingen van geverifieerde gebruikers en ontdek vergelijkbare programma's op Capterra België. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: ServiceNow Customer Service Management - Bekijk prijzen, reviews en scores - Capterra België 2026 --- Breadcrumb: [Startpagina](/) > [Klantenservice software](/directory/22/customer-service/software) > [ServiceNow Customer Service Management](/software/192052/servicenow-customer-service-management) # ServiceNow Customer Service Management Canonical: https://www.capterra.be/software/192052/servicenow-customer-service-management Pagina: 1 / 7\ Volgende: [Volgende pagina](https://www.capterra.be/software/192052/servicenow-customer-service-management?page=2) > Oordeel: score van **4.4/5** door 152 gebruikers. Hoge score voor **Waarschijnlijkheid van aanbeveling**. ----- ## Overzicht ### Wie gebruikt ServiceNow Customer Service Management? Brengt je klantenservice naar het volgende niveau, van het eerste verzoek tot en met de oplossing. Geweldige service betekent meer dan alleen het betrokken maken van je klanten. Verbind de klantenservice met andere teams om problemen snel en proactief op te lossen. ## Snelle statistieken en scores | Metriek | Beoordelen | Details | | **In totaal** | **4.4/5** | 152 Reviews | | Gebruiksgemak | 4.1/5 | Gebaseerd op alle reviews | | Klantenondersteuning | 4.2/5 | Gebaseerd op alle reviews | | Prijs-kwaliteitverhouding | 4.1/5 | Gebaseerd op alle reviews | | Functies | 4.3/5 | Gebaseerd op alle reviews | | Aanbevelingspercentage | 80% | (8/10 Waarschijnlijkheid van aanbeveling) | ## Over de leverancier - **Bedrijf**: ServiceNow - **Locatie**: Santa Clara, VS - **Opgericht**: 2012 ## Commerciële context - **Doelgroep**: 51-200, 201-500, 501-1.000, 1.001-5.000, 5.001-10.000, 10.000+ - **Implementatie en platforms**: Cloud, SaaS, Web, Mac (desktop), Windows (desktop), Android (mobiel), iPhone (mobiel), iPad (mobiel) - **Ondersteunde talen**: Chinees, Chinees, Duits, Engels, Fins, Frans, Hebreeuws, Hongaars, Italiaans, Japans, Koreaans, Nederlands, Noors, Pools, Portugees, Portugees, Portugees, Russisch, Spaans, Thai, Tsjechisch, Turks, Zweeds - **Beschikbare landen**: Afghanistan, Albanië, Algerije, Amerikaans-Samoa, Andorra, Angola, Argentinië, Armenië, Australië, Azerbeidzjan, Bahrein, Bangladesh, Belarus, België, Benin, Bhutan, Bolivia, Bosnië en Herzegovina, Botswana, Brazilië en 173 meer ## Functies - Agent-interface - Alerts/Escalation - Automatisering van bedrijfsprocessen - Beheer van Service Level Agreements (SLA's) - Beheer van klantervaringen - Beheer van supporttickets - Bibliotheek met ML-algoritmes - CRM - Callcenterbeheer - Chatbot - Communicatie via meerdere kanalen - Communicatiebeheer - Contentbeheer - Dataconnectors - E-mailbeheer - Engagement bijhouden - Enquêtes en feedback - Geautomatiseerde routing - Gegevens importeren en exporteren - Incidentenbeheer - Integratie van computertelefonie - Interactie bijhouden - Kennisbankbeheer - Klantgeschiedenis - Kwaliteitsbeheer - Live chatten - Modeltraining - Op rollen gebaseerde toestemmingen - Opdrachtenbeheer - Personalisatie - Personeelsbeheer - Predictieve analyse - Proces- en workflowautomatisering - Rapportage en analyse - Rapportage en statistieken - Self-service analyse - Slepen en neerzetten - Taakbeheer - Third-Party Integrations - Toegangsopties/machtigingen - Verwerking van natuurlijke taal (NLP) - Visuele analyse - Voor meerdere talen - Voorraadbeheer - Wachtrijbeheer - Workflowbeheer - Workflowconfiguratie - Zelfserviceportal - Zoeken in gehele tekst - Zoeken/filteren ... en 10 meer functies ## Integraties (12 in totaal) - 3CLogic - Bright Pattern - Five9 - Jira - Medallia Experience Cloud - Microsoft Teams - SightCall - Sprinklr - Talkdesk - TenFold - Vonage Business Communications - Webex Suite ## Ondersteuningsopties - E-mail/helpdesk - Veelgestelde vragen/forum - Kennisbank - 24/7 (contact met medewerker) - Chatten ## Categorie - [Klantenservice software](https://www.capterra.be/directory/22/customer-service/software) ## Gerelateerde categorieën - [Klantenservice software](https://www.capterra.be/directory/22/customer-service/software) - [Customer support software](https://www.capterra.be/directory/32315/customer-support/software) - [Issue tracking software](https://www.capterra.be/directory/30675/issue-tracking/software) - [Customer communication management software](https://www.capterra.be/directory/31002/customer-communications-management/software) - [Workflow management systemen](https://www.capterra.be/directory/30091/workflow-management/software) ## Alternatieven 1. [Freshdesk](https://www.capterra.be/software/124981/freshdesk) — 4.5/5 (3412 reviews) 2. [Freshservice](https://www.capterra.be/software/132997/freshservice) — 4.5/5 (689 reviews) 3. [LiveAgent](https://www.capterra.be/software/102188/liveagent) — 4.7/5 (1758 reviews) 4. [Zendesk Suite](https://www.capterra.be/software/164283/zendesk) — 4.4/5 (4076 reviews) 5. [SysAid](https://www.capterra.be/software/107225/sysaid) — 4.5/5 (512 reviews) ## Reviews ### "A Great Tool for all the ITSM needs- One that fits All" — 5.0/5 > **Meraz** | *20 september 2022* | Computer- en netwerkbeveiliging | Aanbevelingsscore: 9.0/10 > > **Pluspunten**: 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. > > **Minpunten**: 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 april 2024* | Telecommunicatie | Aanbevelingsscore: 9.0/10 > > **Pluspunten**: The ability to build personal and team reporting dashboards > > **Minpunten**: 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 > **Geverifieerde reviewer** | *29 oktober 2019* | Financiële dienstverlening | Aanbevelingsscore: 6.0/10 > > **Pluspunten**: - 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. > > **Minpunten**: - 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 november 2022* | Filantropie | Aanbevelingsscore: 9.0/10 > > **Pluspunten**: 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. > > **Minpunten**: 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 april 2022* | Financiële dienstverlening | Aanbevelingsscore: 10.0/10 > > **Pluspunten**: 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... > > **Minpunten**: None that I know of as yet. Whatever customisations i needed were easily available within the existing module. ----- Pagina: 1 / 7\ Volgende: [Volgende pagina](https://www.capterra.be/software/192052/servicenow-customer-service-management?page=2) ## Links - [Bekijk op Capterra](https://www.capterra.be/software/192052/servicenow-customer-service-management) ## Deze pagina is beschikbaar in de volgende talen | Locatie | 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 | | ----- ## Gestructureerde gegevens