6 Ratings
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Score 8 out of 100
16 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Clarabridge

The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.
Brandon Johnson | TrustRadius Reviewer

ServiceNow Customer Service Management

As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Clarabridge
ServiceNow Customer Service Management
8.4
Organize and prioritize service tickets
Clarabridge
ServiceNow Customer Service Management
8.4
Expert directory
Clarabridge
ServiceNow Customer Service Management
7.9
Subscription-based notifications
Clarabridge
ServiceNow Customer Service Management
8.1
ITSM collaboration and documentation
Clarabridge
ServiceNow Customer Service Management
8.4
Ticket creation and submission
Clarabridge
ServiceNow Customer Service Management
9.0
Ticket response
Clarabridge
ServiceNow Customer Service Management
8.3

Self Help Community

Clarabridge
ServiceNow Customer Service Management
8.4
External knowledge base
Clarabridge
ServiceNow Customer Service Management
8.4
Internal knowledge base
Clarabridge
ServiceNow Customer Service Management
8.5

Multi-Channel Help

Clarabridge
ServiceNow Customer Service Management
8.6
Customer portal
Clarabridge
ServiceNow Customer Service Management
8.8
IVR
Clarabridge
ServiceNow Customer Service Management
8.8
Social integration
Clarabridge
ServiceNow Customer Service Management
8.8
Email support
Clarabridge
ServiceNow Customer Service Management
7.7
Help Desk CRM integration
Clarabridge
ServiceNow Customer Service Management
8.7

Pros

Clarabridge

  • Voice to text functionality is extremely accurate.
  • Alert system for trending topics is very helpful.
  • The natural language processor is easy to tune to brand specific nuances.
Gino Abbate III, MBA | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Best in class workflow - end to end.
  • Best in class user interface - across entities: clients, employees, workflow developers.
  • AI engine support to find the logical correlation between the events and proactive measures to address them.
Anonymous | TrustRadius Reviewer

Cons

Clarabridge

  • Not that they are not awesome but things could constantly improve on the NLP for sarcasm based comments ( I know it is a machine and this is hard but It is one of my only frustrations)
Brandon Johnson | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Need a aid on how to use the system.
  • Functionality to scroll down should not be too sensitive.
  • Adding user helpful tools to help navigate.
Anonymous | TrustRadius Reviewer

Usability

Clarabridge

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

Clarabridge

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

Clarabridge

Clarabridge's support team is better than anyone else in the industry.
Gino Abbate III, MBA | TrustRadius Reviewer

ServiceNow Customer Service Management

ServiceNow has a lot of easy options and easy tracking methods which will help [it] to stay a standout when compared to other tools. It has its own taste in it which is loved by millions.It's a top notch tool and I use it every day to maintain a track of my tickets with the users.
Anonymous | TrustRadius Reviewer

Return on Investment

Clarabridge

  • Well, due to the organization not truly pushing it for its value, we have struggled on this. We have seen great insight into certain projects when trying to improve certain processes or management structure and seeing the decline in those categories for term reasons/explanations but that does not truly say that the problem is fixed. You could draw a parallel but living in assumptions can cause more issues.
Brandon Johnson | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Return on investment for resource allocation
  • Increased communication across various teams
  • If there isn't proper routing set up this can cause a lot of headaches so ensure you have it mapped out properly
Anonymous | TrustRadius Reviewer

Pricing Details

Clarabridge

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ServiceNow Customer Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Clarabridge
10.0
ServiceNow Customer Service Management
8.1

Usability

Clarabridge
ServiceNow Customer Service Management
10.0

Support Rating

Clarabridge
ServiceNow Customer Service Management
9.0

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