ServiceNow Customer Service Management vs. ShipperHQ

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
ShipperHQ
Score 10.0 out of 10
N/A
ShipperHQ is designed to streamline the shipping process for eCommerce businesses. This platform gives eCommerce businesses the power to set their own shipping rates and delivery options.
$250.50
per month
Pricing
ServiceNow Customer Service ManagementShipperHQ
Editions & Modules
No answers on this topic
Essentials Plan
$100.00
month
Standard Plan
$250.00
month
Pro Plan
$400.00
month
Enterprise
call for pricing
month
Offerings
Pricing Offerings
ServiceNow Customer Service ManagementShipperHQ
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup fee$250 hour
Additional DetailsPricing may vary per platform as feature availability can vary per platform.
More Pricing Information
Community Pulse
ServiceNow Customer Service ManagementShipperHQ
Top Pros
Top Cons
Features
ServiceNow Customer Service ManagementShipperHQ
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ServiceNow Customer Service Management
7.0
6 Ratings
11% below category average
ShipperHQ
-
Ratings
Organize and prioritize service tickets7.66 Ratings00 Ratings
Expert directory7.95 Ratings00 Ratings
Subscription-based notifications7.15 Ratings00 Ratings
ITSM collaboration and documentation4.45 Ratings00 Ratings
Ticket creation and submission9.16 Ratings00 Ratings
Ticket response6.06 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ServiceNow Customer Service Management
4.8
5 Ratings
46% below category average
ShipperHQ
-
Ratings
External knowledge base4.44 Ratings00 Ratings
Internal knowledge base5.15 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ServiceNow Customer Service Management
6.3
6 Ratings
19% below category average
ShipperHQ
-
Ratings
Customer portal7.24 Ratings00 Ratings
IVR5.34 Ratings00 Ratings
Social integration3.54 Ratings00 Ratings
Email support7.45 Ratings00 Ratings
Help Desk CRM integration8.25 Ratings00 Ratings
Online Storefront
Comparison of Online Storefront features of Product A and Product B
ServiceNow Customer Service Management
-
Ratings
ShipperHQ
10.0
2 Ratings
26% above category average
Website integration00 Ratings10.02 Ratings
eCommerce Business Management
Comparison of eCommerce Business Management features of Product A and Product B
ServiceNow Customer Service Management
-
Ratings
ShipperHQ
8.0
2 Ratings
1% above category average
Shipping00 Ratings10.02 Ratings
Custom functionality00 Ratings5.92 Ratings
Best Alternatives
ServiceNow Customer Service ManagementShipperHQ
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Shopify Plus
Shopify Plus
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
IBM Digital Commerce
IBM Digital Commerce
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
IBM Digital Commerce
IBM Digital Commerce
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ServiceNow Customer Service ManagementShipperHQ
Likelihood to Recommend
7.4
(6 ratings)
8.9
(3 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(1 ratings)
Usability
10.0
(1 ratings)
8.0
(1 ratings)
Support Rating
9.0
(1 ratings)
10.0
(1 ratings)
User Testimonials
ServiceNow Customer Service ManagementShipperHQ
Likelihood to Recommend
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
ShipperHQ (WebShopApps)
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.
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Pros
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
ShipperHQ (WebShopApps)
  • It is easy to batch process orders.
  • It quickly calculates rates to compare.
  • It is easy to keep track of orders for future review.
Read full review
Cons
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
ShipperHQ (WebShopApps)
  • 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.
Read full review
Likelihood to Renew
ServiceNow
No answers on this topic
ShipperHQ (WebShopApps)
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.
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Usability
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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ShipperHQ (WebShopApps)
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.
Read full review
Support Rating
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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ShipperHQ (WebShopApps)
Their support is the primary reason I elected to purchase a premium. They helped a lot with the initial set up.
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Alternatives Considered
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.
Read full review
ShipperHQ (WebShopApps)
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.
Read full review
Return on Investment
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
ShipperHQ (WebShopApps)
  • 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.
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ScreenShots

ShipperHQ Screenshots

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