70 Ratings
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Score 9 out of 100
44 Ratings
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Score 7.8 out of 100

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

    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

    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

    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.
    Chris Hall | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pros

    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.
    Nick Preese | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Cons

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    • More knowledge sharing sessions
    • UI/UX Improvements
    • More tooltips on icons
    Anonymous | TrustRadius Reviewer

    ServiceNow 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
    Anonymous | TrustRadius Reviewer

    Pricing 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.
    Anonymous | TrustRadius Reviewer

    ServiceNow 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.
    Anonymous | TrustRadius Reviewer

    Support 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.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    Added benefit
    Anonymous | TrustRadius Reviewer

    ServiceNow 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.
    Veeral Oza | TrustRadius Reviewer

    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.
    Chris Hall | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

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