Case Management by Gather vs. ServiceNow Customer Service Management

Case Management by Gather

ServiceNow Customer Service Management

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Case Management by Gather	Score 5.0 out of 10	N/A	Gather is a case management platform built specifically for funeral homes, designed to help funeral directors help families through the loss of a loved one. Gather statse their vision is to give funeral directors a world-class, easy-to-use solution that helps both the funeral home and the family, by providing a joyful experience that consumers expect.	N/A
ServiceNow Customer Service Management	Score 8.3 out of 10	N/A	Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…	N/A

Pricing

Case Management by Gather

ServiceNow Customer Service Management

Editions & Modules

No answers on this topic

Offerings

Pricing Offerings
Case Management by Gather	ServiceNow Customer Service Management
Free Trial
No	No
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Additional Details

—

More Pricing Information

Community Pulse
	Case Management by Gather	ServiceNow Customer Service Management

Features

Case Management by Gather

ServiceNow Customer Service Management

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Case Management by Gather - Ratings	ServiceNow Customer Service Management 9.2 10 Ratings 12% above category average
Organize and prioritize service tickets	00 Ratings	9.010 Ratings
Expert directory	00 Ratings	8.78 Ratings
Subscription-based notifications	00 Ratings	9.09 Ratings
ITSM collaboration and documentation	00 Ratings	9.39 Ratings
Ticket creation and submission	00 Ratings	9.810 Ratings
Ticket response	00 Ratings	9.310 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	Case Management by Gather - Ratings	ServiceNow Customer Service Management 9.5 9 Ratings 17% above category average
External knowledge base	00 Ratings	9.58 Ratings
Internal knowledge base	00 Ratings	9.59 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Case Management by Gather - Ratings	ServiceNow Customer Service Management 9.3 10 Ratings 15% above category average
Customer portal	00 Ratings	9.08 Ratings
IVR	00 Ratings	9.77 Ratings
Social integration	00 Ratings	8.88 Ratings
Email support	00 Ratings	9.89 Ratings
Help Desk CRM integration	00 Ratings	9.59 Ratings

Best Alternatives
	Case Management by Gather	ServiceNow Customer Service Management
Small Businesses	Bonterra Apricot Score 9.2 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	TIBCO® BPM Enterprise Score 7.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	Infor Human Resources Score 7.1 out of 10	SysAid Score 8.9 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Case Management by Gather	ServiceNow Customer Service Management
Likelihood to Recommend	- (0 ratings)	9.0 (9 ratings)
Usability	- (0 ratings)	8.5 (5 ratings)
Support Rating	- (0 ratings)	9.0 (1 ratings)

User Testimonials
	Case Management by Gather	ServiceNow Customer Service Management
Likelihood to Recommend	Gather No answers on this topic	ServiceNow 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 Anonymous Read full review
Pros	Gather No answers on this topic	ServiceNow We manage internal tickets through ServiceNow Customer Service Management. We raise tickets with IT and other team We manage our datapipe customers through ServiceNow Customer Service Management and it efficiently manages our customer interactions ServiceNow Customer Service Management helps us manage projects and tasks and keep a log of all our migration customers Incentivized Verified User Anonymous Read full review
Cons	Gather No answers on this topic	ServiceNow Adding in additional chat features would be nice Viewing where you stand in priority Having a way to automate more of the processes Incentivized Verified User Anonymous Read full review
Usability	Gather No answers on this topic	ServiceNow 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. Incentivized Verified User Anonymous Read full review
Support Rating	Gather No answers on this topic	ServiceNow 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. Incentivized Verified User Anonymous Read full review
Alternatives Considered	Gather No answers on this topic	ServiceNow Atlassian Jira lacks certain features and process which was delivered by ServiceNow Customer Service Management. Also, flexibility to customise was a point to select ServiceNow Customer Service Management tool. Cost which was high than Atlassian Jira compensated as it improved overall customer satisfaction and reduced resolution time by taking help of Knowledge base integration Incentivized Amrit Kumar Pal Lead Consultant Read full review
Return on Investment	Gather No answers on this topic	ServiceNow 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. Incentivized Verified User Anonymous Read full review
ScreenShots	Case Management by Gather Screenshots