What users are saying about
70 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9 out of 100
Based on 70 reviews and ratings
44 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 44 reviews and ratings
Feature Set Ratings
Incident and problem management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Feature Set Not Supported
N/A
7.8
ServiceNow Customer Service Management
78%
ServiceNow Customer Service Management ranks higher in 6/6 features
ServiceNow Customer Service Management ranks higher in 6/6 features
Organize and prioritize service tickets

N/A
0 Ratings
8.0
80%
9 Ratings
Expert directory

N/A
0 Ratings
7.6
76%
8 Ratings
Subscription-based notifications

N/A
0 Ratings
7.8
78%
8 Ratings
ITSM collaboration and documentation

N/A
0 Ratings
7.2
72%
8 Ratings
Ticket creation and submission

N/A
0 Ratings
8.8
88%
9 Ratings
Ticket response

N/A
0 Ratings
7.5
75%
9 Ratings
Self Help Community

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Feature Set Not Supported
N/A
7.6
ServiceNow Customer Service Management
76%
ServiceNow Customer Service Management ranks higher in 2/2 features
ServiceNow Customer Service Management ranks higher in 2/2 features
External knowledge base

N/A
0 Ratings
7.7
77%
6 Ratings
Internal knowledge base

N/A
0 Ratings
7.5
75%
8 Ratings
Multi-Channel Help

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Feature Set Not Supported
N/A
7.3
ServiceNow Customer Service Management
73%
ServiceNow Customer Service Management ranks higher in 5/5 features
ServiceNow Customer Service Management ranks higher in 5/5 features
Customer portal

N/A
0 Ratings
8.2
82%
7 Ratings
IVR

N/A
0 Ratings
6.2
62%
5 Ratings
Social integration

N/A
0 Ratings
5.9
59%
6 Ratings
Email support

N/A
0 Ratings
7.6
76%
8 Ratings
Help Desk CRM integration

N/A
0 Ratings
8.4
84%
7 Ratings
Attribute Ratings
- ServiceNow Customer Service Management is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend

7.7
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
77%
5 Ratings
7.8
ServiceNow Customer Service Management
78%
9 Ratings
Likelihood to Renew

5.2
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
52%
2 Ratings
ServiceNow Customer Service Management
N/A
0 Ratings
Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
N/A
0 Ratings
10.0
ServiceNow Customer Service Management
100%
1 Rating
Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
N/A
0 Ratings
9.0
ServiceNow Customer Service Management
90%
1 Rating
Likelihood to Recommend
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
- As mentioned earlier, transactional heavy web assets such as eStores are particularly strong candidates.
- IBM CXA along with other, similar tools, is not set-and-forget. The solution must be well managed in order to deliver value. Purchase of the solution is one thing; driving analytic results is another. If a company's staff are not strong analytical thinkers, CXA will not help. IBM CXA is not just a technology platform - it is a basis to design strong customer touchpoints and interactions. You need to be customer journey design literate to get the best from this.
Managing Partner
BAC PartnersDesign, 11-50 employees
ServiceNow Customer Service Management
It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.

Verified User
Employee in Information Technology
Internet Company, 51-200 employeesPros
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
- Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
- It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
- Data is captured and processed in real-time which reveal unknown issues as they are happening.
- Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.
Solution Architect
BlueSky Technology PartnersComputer Software, 11-50 employees
ServiceNow Customer Service Management
- Allows for clear communication between help desk and end users.
- Provides a clean inventory option for both hardware items and software licenses.
- Navigation is very intuitive and user friendly.
- Many reporting features for all levels of the company.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesCons
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
- More knowledge sharing sessions
- UI/UX Improvements
- More tooltips on icons

Verified User
Employee in Information Technology
Airlines/Aviation Company, 10,001+ employeesServiceNow Customer Service Management
- Adding in additional chat features would be nice
- Viewing where you stand in priority
- Having a way to automate more of the processes

Verified User
Account Manager in Sales
Computer Software Company, 10,001+ employeesPricing Details
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—ServiceNow Customer Service Management
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Likelihood to Renew
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) 5.2
Based on 2 answers
I do not have power over contracts.

Verified User
Project Manager in Marketing
Health, Wellness and Fitness Company, 10,001+ employeesServiceNow Customer Service Management
No score
No answers yet
No answers on this topic
Usability
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
ServiceNow Customer Service Management
ServiceNow Customer Service Management 10.0
Based on 1 answer
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesSupport Rating
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
ServiceNow Customer Service Management
ServiceNow Customer Service Management 9.0
Based on 1 answer
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesAlternatives Considered
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Added benefit

Verified User
Director in Corporate
Apparel & Fashion Company, 10,001+ employeesServiceNow Customer Service Management
ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.
Principal Solutions Architect
Tech MahindraArchitecture & Planning, 10,001+ employees
Return on Investment
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
- The ROI question needs to be focused on clients and not our use internally. We leverage this as a platform for designing customer journeys for our clients.
- The ROI case is far easier to make for eCommerce operators. Customer journey failings can be easily quantified and seemingly simple issues can generate large ROI outcomes. For web assets without a trading bias, ROI can be established using notional value attribution. For example, a lead for motor insurance that is lost can be costed based on average policy value over a typical lifetime; struggle on a customer self-service portal can be quantified on the cost of handling through a call centre; etc.
Managing Partner
BAC PartnersDesign, 11-50 employees
ServiceNow Customer Service Management
- The negative impact for my team is the delay in team completing tickets but not a system issue.
- A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
- Negative impact is that there is no user job aid or helpful tools for new users.

Verified User
Supervisor in Corporate
Banking Company, 1001-5000 employees