What users are saying about
2 Ratings
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Score 7.2 out of 100
44 Ratings
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Score 7.8 out of 100

Feature Set Ratings

    Incident and problem management

    Dispatch

    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

    Dispatch

    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

    Dispatch

    Feature Set Not Supported
    N/A
    7.2

    ServiceNow Customer Service Management

    72%
    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 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    7.0

    Dispatch

    70%
    1 Rating
    7.8

    ServiceNow Customer Service Management

    78%
    9 Ratings

    Usability

    Dispatch

    N/A
    0 Ratings
    10.0

    ServiceNow Customer Service Management

    100%
    1 Rating

    Support Rating

    6.0

    Dispatch

    60%
    1 Rating
    9.0

    ServiceNow Customer Service Management

    90%
    1 Rating

    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

    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

    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

    • 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

    Dispatch

    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

    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

    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

    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

    • 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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