RingCX vs. ServiceNow Customer Service Management

RingCX solved a lot of problems we had as an organization. Being able to have easy tracking, easily managing call queues, setting up call rotations, and more is really awesome. The app is also very user friendly and we all appreciate how great the integration with Salesforce. If I had to make any complaint, or note where they could improve is turning off the call queue via a better calendar integration (Eg: if I am in a meeting automatically turning off call queues). We mainly use RingCX for troubleshooting/support calls and it's so easy to log and track (for accountability) in Salesforce.

Incentivized

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.

• Reporting. The analytics and reporting is very detailed and customizable.
• Call Queues. We have the option of having all phones ring at once, in a certain order or the person who has been idle the longest. This helps spread the work amongst the departments.
• Retrieving recorded calls!

Incentivized

• 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.

Incentivized

• We've had instances where items that we insisted on was not fulfilled.
• We wanted more detailed reports for our matrixes.
• Very sensitive to our virtual environments.

Incentivized

• Adding in additional chat features would be nice
• Viewing where you stand in priority
• Having a way to automate more of the processes

Incentivized

Very intuitive and user friendly. All you need is a quick tutorial and you can make your way around the tool. Even the more in depth functionality is easy to learn and in easy to use.

Incentivized

ServiceNow Customer Service Management has been in our organization for quiet a while now. We tried other solutions as well. But they were not as effective as as ServiceNow Customer Service Management, either they're not cost effective or they lack the features. ServiceNow Customer Service Management however, is a complete package it's soft effective and it comes with the features that suffice our business need. In a nutshell ServiceNow Customer Service Management is what we need!

Incentivized

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.

Incentivized

Primarily due to cost for the social media channels (as the client also used Salesforce for the CRM elements).

Incentivized

ServiceNow Customer Service Management is much more configurable and "Enterprise-Ready", but doesn't work as well out of the box and doesn't guide you into deploying a service ready workflow.

Incentivized

• It helps to reduce expenses in the company since you unify all your means of communications in a single system.
• I can measure our support effectiveness with various indicators, easily compiling them to give me insight into how to improve our processes
• I can effectively supervise service agents in real time and visualize their daily activities on a board, which allows me to improve every day.

• 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.

Incentivized