9 Ratings
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Score 8.9 out of 100
21 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

CustomerSuccessBox

It is the best software if you are a b2b software who is planning to scale customer success department and you are running blind on potential threats for renewal. It also helps you understand which customer is not getting value out of your product. I completely recommend this. Go for it!!!!!
Karthik Jairam | 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

Platform & Infrastructure

CustomerSuccessBox
8.6
ServiceNow Customer Service Management
API
CustomerSuccessBox
8.7
ServiceNow Customer Service Management
Integration with Salesforce.com
CustomerSuccessBox
8.5
ServiceNow Customer Service Management

Customer Data Extraction / Integration

CustomerSuccessBox
8.9
ServiceNow Customer Service Management
Product usage
CustomerSuccessBox
8.8
ServiceNow Customer Service Management
Help desk / support tickets
CustomerSuccessBox
8.9
ServiceNow Customer Service Management

Customer Success Management

CustomerSuccessBox
8.7
ServiceNow Customer Service Management
NPS surveys
CustomerSuccessBox
8.3
ServiceNow Customer Service Management
Sponsor tracking
CustomerSuccessBox
8.6
ServiceNow Customer Service Management
Customer profiles
CustomerSuccessBox
8.5
ServiceNow Customer Service Management
Automated workflow
CustomerSuccessBox
8.7
ServiceNow Customer Service Management
Customer health scoring
CustomerSuccessBox
9.0
ServiceNow Customer Service Management
Customer segmentation
CustomerSuccessBox
8.8
ServiceNow Customer Service Management

CSM Reporting & Analytics

CustomerSuccessBox
8.5
ServiceNow Customer Service Management
Customer health trends
CustomerSuccessBox
8.9
ServiceNow Customer Service Management
Engagement analytics
CustomerSuccessBox
8.7
ServiceNow Customer Service Management
Revenue forecasting
CustomerSuccessBox
7.8
ServiceNow Customer Service Management
Dashboards
CustomerSuccessBox
8.7
ServiceNow Customer Service Management

Incident and problem management

CustomerSuccessBox
ServiceNow Customer Service Management
8.3
Organize and prioritize service tickets
CustomerSuccessBox
ServiceNow Customer Service Management
8.4
Expert directory
CustomerSuccessBox
ServiceNow Customer Service Management
7.8
Subscription-based notifications
CustomerSuccessBox
ServiceNow Customer Service Management
8.1
ITSM collaboration and documentation
CustomerSuccessBox
ServiceNow Customer Service Management
8.4
Ticket creation and submission
CustomerSuccessBox
ServiceNow Customer Service Management
9.0
Ticket response
CustomerSuccessBox
ServiceNow Customer Service Management
8.3

Self Help Community

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

Multi-Channel Help

CustomerSuccessBox
ServiceNow Customer Service Management
8.5
Customer portal
CustomerSuccessBox
ServiceNow Customer Service Management
8.8
IVR
CustomerSuccessBox
ServiceNow Customer Service Management
8.8
Social integration
CustomerSuccessBox
ServiceNow Customer Service Management
8.8
Email support
CustomerSuccessBox
ServiceNow Customer Service Management
7.7
Help Desk CRM integration
CustomerSuccessBox
ServiceNow Customer Service Management
8.7

Pros

CustomerSuccessBox

  • Provides product adoption and client relationship metrics on Account level.
  • Provides options for customizable dashboards.
  • Automated alerts based on set criteria.
  • Sheldon [ai] recommendations.
  • Quick support
Sachin Agarwal | 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

CustomerSuccessBox

  • Quick add logs/tasks directly from the account page, this will save a lot of loading time and effort.
  • Software load speed.
Gavin Thomas | 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

CustomerSuccessBox

CustomerSuccessBox 8.8
Based on 9 answers
For a product Like CSB - User Interface is very important , & I must say CSB has User Interface.CSB runs smooth.Different Attributes at tips to ease the work.Integrating all my customers in one view
Ankur Parswani | TrustRadius Reviewer

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

CustomerSuccessBox

CustomerSuccessBox 9.1
Based on 9 answers
It is very good and can be reached on emails easily, support gives the resolution on time and can help in working us productively
Akshay Jangra | TrustRadius Reviewer

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

CustomerSuccessBox

We have chosen CustomerSuccessBox as it provides a 360degree customer view and end-to-end customer success management. On top of that having the visibility to automate alerts.
Shweta Dubey | 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

CustomerSuccessBox

  • It has helped in managing large amount of Client data under single platform.
  • It helped in generating valuable insights from data.
  • It is helpful to take proactive actions.
Sachin Agarwal | 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

Screenshots

Pricing Details

CustomerSuccessBox

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
$ 499*

* per user

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

CustomerSuccessBox
8.9
ServiceNow Customer Service Management
8.1

Usability

CustomerSuccessBox
8.8
ServiceNow Customer Service Management
10.0

Support Rating

CustomerSuccessBox
9.1
ServiceNow Customer Service Management
9.0

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