What users are saying about
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.3 out of 100
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

Dispatch

Dispatch is well suited for teams looking to improve their delivery notification process. The ability to notify customers via automated phone call or text is invaluable and takes the burden away from the drivers and delivery team on the ground, who can be unreliable and inefficient at times depending on the situation.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

If you're looking for something simple and easy to use for a few thousand people, SNOW is it. Simple top to bottom filling out of forms can be trained to almost anyone within a few days. The autocomplete feature for most fields is an excellent time-saver. The only issue with reporting is that sometimes you're missing certain information that you may need, like tasks vs incidents.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Dispatch
ServiceNow Customer Service Management
9.2
Organize and prioritize service tickets
Dispatch
ServiceNow Customer Service Management
10.0
Expert directory
Dispatch
ServiceNow Customer Service Management
9.0
Subscription-based notifications
Dispatch
ServiceNow Customer Service Management
9.0
ITSM collaboration and documentation
Dispatch
ServiceNow Customer Service Management
9.0
Ticket creation and submission
Dispatch
ServiceNow Customer Service Management
9.0
Ticket response
Dispatch
ServiceNow Customer Service Management
9.0

Self Help Community

Dispatch
ServiceNow Customer Service Management
9.0
External knowledge base
Dispatch
ServiceNow Customer Service Management
9.0
Internal knowledge base
Dispatch
ServiceNow Customer Service Management
9.0

Multi-Channel Help

Dispatch
ServiceNow Customer Service Management
9.0
Customer portal
Dispatch
ServiceNow Customer Service Management
9.0
IVR
Dispatch
ServiceNow Customer Service Management
9.0
Social integration
Dispatch
ServiceNow Customer Service Management
9.0
Email support
Dispatch
ServiceNow Customer Service Management
9.0
Help Desk CRM integration
Dispatch
ServiceNow Customer Service Management
9.0

Pros

Dispatch

  • Easy to set up
  • Good integration with customer notification
  • Streamlined set up process and support
Anonymous | 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

Dispatch

  • Buggy desktop app interface
  • Mobile app needs a lot of improvement
  • Login for vehicles can be a bit tricky
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Reporting could be more granular.
  • Slow loading pages more often than not.
  • Updating of categorization can take a long time to propagate.
Anonymous | TrustRadius Reviewer

Usability

Dispatch

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

Dispatch

Dispatch 6.0
Based on 1 answer
Dispatch has timely customer service and set up support. Unfortunately, they are only able to assist via phone and do not have a chat option. Chatting would be much easier for being able to answer simple questions or software issues instead of having to wait on hold over the phone.
Anonymous | 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

Dispatch

We used Route4Me but surprisingly there are very few alternatives and companies on the market that are well suited for performing this kind of tracking. I am somewhat disappointed that Dispatch is the only option, only because the desktop and mobile applications can be so buggy and, at times, unreliable. But, the other existing options on the market are much worse.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

No answers on this topic

Return on Investment

Dispatch

  • Dispatch gives us the ability to track orders that have shipped locally
  • Digital footprint
  • Reduction of carbon emissions using paper products
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Ease of use between departments has been a huge success.
  • Uptime is almost perfect, it's just that the pages load a bit slower sometimes.
  • Any kind of outage has been handled very promptly.
Anonymous | TrustRadius Reviewer

Pricing Details

Dispatch

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

Dispatch
7.0
ServiceNow Customer Service Management
8.0

Usability

Dispatch
ServiceNow Customer Service Management
10.0

Support Rating

Dispatch
6.0
ServiceNow Customer Service Management
9.0

Add comparison