18 Ratings
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Score 8.2 out of 100
4 Ratings
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Score 9.4 out of 100

Likelihood to Recommend

ServiceNow Customer Service Management

As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
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

Feature Rating Comparison

Incident and problem management

ServiceNow Customer Service Management
8.4
ShipperHQ
Organize and prioritize service tickets
ServiceNow Customer Service Management
8.4
ShipperHQ
Expert directory
ServiceNow Customer Service Management
7.8
ShipperHQ
Subscription-based notifications
ServiceNow Customer Service Management
8.1
ShipperHQ
ITSM collaboration and documentation
ServiceNow Customer Service Management
8.4
ShipperHQ
Ticket creation and submission
ServiceNow Customer Service Management
9.0
ShipperHQ
Ticket response
ServiceNow Customer Service Management
8.3
ShipperHQ

Self Help Community

ServiceNow Customer Service Management
8.4
ShipperHQ
External knowledge base
ServiceNow Customer Service Management
8.4
ShipperHQ
Internal knowledge base
ServiceNow Customer Service Management
8.5
ShipperHQ

Multi-Channel Help

ServiceNow Customer Service Management
8.6
ShipperHQ
Customer portal
ServiceNow Customer Service Management
8.8
ShipperHQ
IVR
ServiceNow Customer Service Management
8.8
ShipperHQ
Social integration
ServiceNow Customer Service Management
8.8
ShipperHQ
Email support
ServiceNow Customer Service Management
7.7
ShipperHQ
Help Desk CRM integration
ServiceNow Customer Service Management
8.7
ShipperHQ

Online Storefront

ServiceNow Customer Service Management
ShipperHQ
10.0
Website integration
ServiceNow Customer Service Management
ShipperHQ
10.0

eCommerce Business Management

ServiceNow Customer Service Management
ShipperHQ
8.0
Shipping
ServiceNow Customer Service Management
ShipperHQ
10.0
Custom functionality
ServiceNow Customer Service Management
ShipperHQ
6.0

Pros

ServiceNow Customer Service Management

  • Best in class workflow - end to end.
  • Best in class user interface - across entities: clients, employees, workflow developers.
  • AI engine support to find the logical correlation between the events and proactive measures to address them.
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

  • Need a aid on how to use the system.
  • Functionality to scroll down should not be too sensitive.
  • Adding user helpful tools to help navigate.
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

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 has a lot of easy options and easy tracking methods which will help [it] to stay a standout when compared to other tools. It has its own taste in it which is loved by millions.It's a top notch tool and I use it every day to maintain a track of my tickets with the users.
Anonymous | 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

  • Return on investment for resource allocation
  • Increased communication across various teams
  • If there isn't proper routing set up this can cause a lot of headaches so ensure you have it mapped out properly
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

Pricing Details

ServiceNow Customer Service Management

General

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

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*

* hour

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.

Rating Summary

Likelihood to Recommend

ServiceNow Customer Service Management
8.1
ShipperHQ
8.8

Likelihood to Renew

ServiceNow Customer Service Management
ShipperHQ
10.0

Usability

ServiceNow Customer Service Management
10.0
ShipperHQ
8.0

Support Rating

ServiceNow Customer Service Management
9.0
ShipperHQ
10.0

Add comparison