50 Ratings
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Score 7.7 out of 100
6 Ratings
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Score 10 out of 100

Feature Set Ratings

    Incident and problem management

    7.8

    ServiceNow Customer Service Management

    78%

    ShipperHQ

    Feature Set Not Supported
    N/A
    ServiceNow Customer Service Management ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Expert directory

    7.6
    76%
    8 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.8
    78%
    8 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.2
    72%
    8 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    8.8
    88%
    9 Ratings
    N/A
    0 Ratings

    Ticket response

    7.5
    75%
    9 Ratings
    N/A
    0 Ratings

    Self Help Community

    7.5

    ServiceNow Customer Service Management

    75%

    ShipperHQ

    Feature Set Not Supported
    N/A
    ServiceNow Customer Service Management ranks higher in 2/2 features

    External knowledge base

    7.6
    76%
    6 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.4
    74%
    8 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.1

    ServiceNow Customer Service Management

    71%

    ShipperHQ

    Feature Set Not Supported
    N/A
    ServiceNow Customer Service Management ranks higher in 5/5 features

    Customer portal

    8.1
    81%
    7 Ratings
    N/A
    0 Ratings

    IVR

    5.8
    58%
    5 Ratings
    N/A
    0 Ratings

    Social integration

    5.6
    56%
    6 Ratings
    N/A
    0 Ratings

    Email support

    7.6
    76%
    8 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    8.4
    84%
    7 Ratings
    N/A
    0 Ratings

    Online Storefront

    ServiceNow Customer Service Management

    Feature Set Not Supported
    N/A
    10.0

    ShipperHQ

    100%
    ShipperHQ ranks higher in 1/1 features

    Website integration

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    eCommerce Business Management

    ServiceNow Customer Service Management

    Feature Set Not Supported
    N/A
    8.0

    ShipperHQ

    80%
    ShipperHQ ranks higher in 2/2 features

    Shipping

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Custom functionality

    N/A
    0 Ratings
    5.9
    59%
    2 Ratings

    Attribute Ratings

    • ServiceNow Customer Service Management is rated higher in 1 area: Usability
    • ShipperHQ is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    7.8

    ServiceNow Customer Service Management

    78%
    9 Ratings
    8.9

    ShipperHQ

    89%
    3 Ratings

    Likelihood to Renew

    ServiceNow Customer Service Management

    N/A
    0 Ratings
    10.0

    ShipperHQ

    100%
    1 Rating

    Usability

    10.0

    ServiceNow Customer Service Management

    100%
    1 Rating
    8.0

    ShipperHQ

    80%
    1 Rating

    Support Rating

    9.0

    ServiceNow Customer Service Management

    90%
    1 Rating
    10.0

    ShipperHQ

    100%
    2 Ratings

    Likelihood to Recommend

    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

    ShipperHQ

    ShipperHQ is almost too heavy-handed for our use case. We are only a single-origin shipper so we don't need the advanced functionality of multi-origin or drop-shipping. It is suited much better for organizations that have multiple origins or that use drop-ship facilities, or even a company managing multiple different eCommerce websites. We opted to go with it because of its great reviews, combined with less than stellar reviews of the competition.
    Anonymous | TrustRadius Reviewer

    Pros

    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

    ShipperHQ

    • It is easy to batch process orders.
    • It quickly calculates rates to compare.
    • It is easy to keep track of orders for future review.
    Krisstina Hawks | TrustRadius Reviewer

    Cons

    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

    ShipperHQ

    • The user interface is a little tricky. It is not as easy to navigate as other shipping apps.
    • I wish that ShipperHQ had the functionality to print shipping labels and manage shipments. We currently have to use a different third-party app for shipment management.
    • I would also like to see the option for adding shipping rules if shipping management was integrated.
    Nick Hunter | TrustRadius Reviewer

    Pricing Details

    ServiceNow Customer Service Management

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    ServiceNow Customer Service Management Editions & Modules

    Additional Pricing Details

    ShipperHQ

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional
    $250.00

    Starting Price

    $250.5 per month

    ShipperHQ Editions & Modules

    Edition
    Essentials Plan$100.001
    Standard Plan$250.001
    Pro Plan$400.001
    Enterprisecall for pricing1
    1. month
    Additional Pricing Details
    Pricing may vary per platform as feature availability can vary per platform.

    Likelihood to Renew

    ServiceNow Customer Service Management

    No score
    No answers yet
    No answers on this topic

    ShipperHQ

    ShipperHQ 10.0
    Based on 1 answer
    I give ShipperHQ a 10/10 because the software does exactly what it says, and has a rock-solid support team to help get everything set up. The features are pretty easy to use and implement.
    Anonymous | TrustRadius Reviewer

    Usability

    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

    ShipperHQ

    ShipperHQ 8.0
    Based on 1 answer
    I'm not giving a 10/10 because I did need a little hand-holding to get through the initial setup. Overall, it's not that difficult to use once you understand how to apply custom dimensional rules.
    Anonymous | TrustRadius Reviewer

    Support Rating

    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

    ShipperHQ

    ShipperHQ 10.0
    Based on 2 answers
    Their support is the primary reason I elected to purchase a premium. They helped a lot with the initial set up.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    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

    ShipperHQ

    USPS only allows you to use their services (obviously). It was sluggish and often offline. The shipsaver insurance saves us money. We had to guess shipping costs for items instead of entering their weights and sizes ahead of time. It integrates with our e-commerce site. Glad we have it now.
    Krisstina Hawks | TrustRadius Reviewer

    Return on Investment

    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

    ShipperHQ

    • ShipperHQ is reliable and requires little to no maintenance, which for a small crew like ours is invaluable.
    • ShipperHQ also offers the option to display either retail shipping rates or our discounted rates to our customers. This is handy because we can display those discounted rates, which results in higher conversion and fewer abandoned carts due to high shipping costs.
    • One negative, however, is that since ShipperHQ lacks the ability to manage shipments, we have had to use another third party app which increases overhead.
    Nick Hunter | TrustRadius Reviewer

    Screenshots

    ServiceNow Customer Service Management

    Add comparison