SurveyLab vs. ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
SurveyLab
Score 9.7 out of 10
N/A
SurveyLab is a professional survey tool that can be used in the multiple areas that include: Customer Experience Managerment, HR (incl. 360 Feedback), Market Research, online tests and forms. The product has been in the market for 10 years. The vendor says their distinguishing feature is providing dedicated customer support and on-demand development for clients. The system also provides white-label opition and integrations with other tools, via API, which means a wide variety of…N/A
ServiceNow Customer Service Management
Score 7.9 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
SurveyLabServiceNow Customer Service Management
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
SurveyLabServiceNow Customer Service Management
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
SurveyLabServiceNow Customer Service Management
Top Pros
Top Cons

No answers on this topic

Features
SurveyLabServiceNow Customer Service Management
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
SurveyLab
8.5
1 Ratings
10% above category average
ServiceNow Customer Service Management
-
Ratings
Survey templates7.31 Ratings00 Ratings
Themes9.11 Ratings00 Ratings
Custom logo/branding9.11 Ratings00 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
SurveyLab
8.8
1 Ratings
3% above category average
ServiceNow Customer Service Management
-
Ratings
Changes to live survey9.11 Ratings00 Ratings
Question design help8.21 Ratings00 Ratings
Multiple question types9.11 Ratings00 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
SurveyLab
9.1
1 Ratings
10% above category average
ServiceNow Customer Service Management
-
Ratings
Survey logic flexibility9.11 Ratings00 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
SurveyLab
8.5
1 Ratings
5% above category average
ServiceNow Customer Service Management
-
Ratings
Response tracking7.31 Ratings00 Ratings
Data export8.21 Ratings00 Ratings
Standard reports9.11 Ratings00 Ratings
Custom reports9.11 Ratings00 Ratings
Analytics9.11 Ratings00 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
SurveyLab
8.6
1 Ratings
3% above category average
ServiceNow Customer Service Management
-
Ratings
Access controls8.21 Ratings00 Ratings
Compliance9.11 Ratings00 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
SurveyLab
9.1
1 Ratings
12% above category average
ServiceNow Customer Service Management
-
Ratings
Vendor-offered crowdsourcing9.11 Ratings00 Ratings
Respondent restrictions9.11 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
SurveyLab
-
Ratings
ServiceNow Customer Service Management
7.0
6 Ratings
12% below category average
Organize and prioritize service tickets00 Ratings7.66 Ratings
Expert directory00 Ratings7.95 Ratings
Subscription-based notifications00 Ratings7.15 Ratings
ITSM collaboration and documentation00 Ratings4.45 Ratings
Ticket creation and submission00 Ratings9.16 Ratings
Ticket response00 Ratings6.06 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
SurveyLab
-
Ratings
ServiceNow Customer Service Management
4.8
5 Ratings
47% below category average
External knowledge base00 Ratings4.44 Ratings
Internal knowledge base00 Ratings5.15 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
SurveyLab
-
Ratings
ServiceNow Customer Service Management
6.3
6 Ratings
19% below category average
Customer portal00 Ratings7.24 Ratings
IVR00 Ratings5.34 Ratings
Social integration00 Ratings3.54 Ratings
Email support00 Ratings7.45 Ratings
Help Desk CRM integration00 Ratings8.25 Ratings
Best Alternatives
SurveyLabServiceNow Customer Service Management
Small Businesses
Square 9 Softworks
Square 9 Softworks
Score 9.7 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Qualaroo
Qualaroo
Score 6.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Predictive Index Behavioral Assessment
Predictive Index Behavioral Assessment
Score 9.7 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
SurveyLabServiceNow Customer Service Management
Likelihood to Recommend
9.1
(1 ratings)
7.4
(6 ratings)
Usability
-
(0 ratings)
10.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
SurveyLabServiceNow Customer Service Management
Likelihood to Recommend
7 Points Ltd.
MySurveyLab is best to use to measure satisfaction, both employee satisfaction and customer satisfaction.
Read full review
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.
Read full review
Pros
7 Points Ltd.
  • They have great support that always will help you.
  • MySurveyLab is very flexible. Some things can be done in several ways.
  • They have a very good analytics module with trends, dashboards and data segments. This can give you another view of your data.
  • Collectors add flexibility to surveys. You can collect surveys from a few different source at once
  • They have a mobile application that can collect responses offline(!)
Read full review
ServiceNow
  • 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.
Read full review
Cons
7 Points Ltd.
  • Summary export in Excel could be nicer.
  • Tags in the left menu could be more intuitive.
Read full review
ServiceNow
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
Read full review
Usability
7 Points Ltd.
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.
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Support Rating
7 Points Ltd.
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.
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Alternatives Considered
7 Points Ltd.
Read full review
ServiceNow
Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting reports in a timely manner.
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Return on Investment
7 Points Ltd.
  • With MySurveyLab we were able to react immediately when customers were not happy, and this reduced churn a lot
Read full review
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.
Read full review
ScreenShots

SurveyLab Screenshots

Screenshot of Dashboard ViewScreenshot of Screenshot of Screenshot of Screenshot of Screenshot of