TrustRadius

Kapture CX vs. ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Kapture CX
Score 0.0 out of 10
Enterprise companies (1,001+ employees)
Kapture CX is a customer experience management platform tailored for BFSI, Retail, Travel, and Consumer Durables, that enhances customer experiences through personalization and intelligent resolutions.
$39
per month per user
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
Kapture CXServiceNow Customer Service Management
Editions & Modules
ESSENTIAL
$39
per month per user
No answers on this topic
Offerings
Pricing Offerings
Kapture CXServiceNow Customer Service Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeRequiredNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Kapture CXServiceNow Customer Service Management
Features
Kapture CXServiceNow Customer Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Kapture CX
-
Ratings
ServiceNow Customer Service Management
9.2
10 Ratings
12% above category average
Organize and prioritize service tickets00 Ratings9.010 Ratings
Expert directory00 Ratings8.78 Ratings
Subscription-based notifications00 Ratings9.09 Ratings
ITSM collaboration and documentation00 Ratings9.39 Ratings
Ticket creation and submission00 Ratings9.810 Ratings
Ticket response00 Ratings9.310 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Kapture CX
-
Ratings
ServiceNow Customer Service Management
9.5
9 Ratings
17% above category average
External knowledge base00 Ratings9.58 Ratings
Internal knowledge base00 Ratings9.59 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Kapture CX
-
Ratings
ServiceNow Customer Service Management
9.3
10 Ratings
15% above category average
Customer portal00 Ratings9.08 Ratings
IVR00 Ratings9.77 Ratings
Social integration00 Ratings8.88 Ratings
Email support00 Ratings9.89 Ratings
Help Desk CRM integration00 Ratings9.59 Ratings
Best Alternatives
Kapture CXServiceNow Customer Service Management
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SysAid
SysAid
Score 8.9 out of 10
SysAid
SysAid
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Kapture CXServiceNow 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
Kapture CXServiceNow Customer Service Management
Likelihood to Recommend
Kapture
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
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Pros
Kapture
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
Verified User
Anonymous
Read full review
Cons
Kapture
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
Verified User
Anonymous
Read full review
Usability
Kapture
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.
Verified User
Anonymous
Read full review
Support Rating
Kapture
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.
Verified User
Anonymous
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Alternatives Considered
Kapture
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
Amrit Kumar Pal | TrustRadius Reviewer
Amrit Kumar Pal
Lead Consultant
Read full review
Return on Investment
Kapture
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.
Verified User
Anonymous
Read full review
ScreenShots

Kapture CX Screenshots

Screenshot of Kapture's in-built analytics, including natural language processing query to provide visibility into agent performance.Screenshot of an individual customer persona, used to enable personalized and effective interactions at every touchpoint.Screenshot of the recommended responses, professionalism checks, and step-by-step navigation that speed customer resolution.Screenshot of a multilingual chatbot that takes simple, repetitive questions off a support team’s plate to give agents time back to provide more meaningful support.