TrustRadius

ServiceNow Customer Service Management vs. Spool

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ServiceNow Customer Service Management
Score 8.2 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
Spool
Score 0.0 out of 10
N/A
Spool is an information capture controller built on top of Zoom that helps customer-facing teams to document & share important, non-sensitive information discussed in video calls with the tap of a button. Connect Spool with a Zoom account and then use the Spool widget during calls as a Zoom side-controller. With the tab of a button, users can capture and label specific parts of a conversations that are important to be stored and shared with their teams, customers…N/A
Pricing
ServiceNow Customer Service ManagementSpool
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
ServiceNow Customer Service ManagementSpool
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details——
More Pricing Information
Community Pulse
ServiceNow Customer Service ManagementSpool
Features
ServiceNow Customer Service ManagementSpool
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ServiceNow Customer Service Management
9.2
10 Ratings
11% above category average
Spool
-
Ratings
Organize and prioritize service tickets9.010 Ratings00 Ratings
Expert directory8.78 Ratings00 Ratings
Subscription-based notifications9.09 Ratings00 Ratings
ITSM collaboration and documentation9.39 Ratings00 Ratings
Ticket creation and submission9.810 Ratings00 Ratings
Ticket response9.310 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ServiceNow Customer Service Management
9.5
9 Ratings
17% above category average
Spool
-
Ratings
External knowledge base9.58 Ratings00 Ratings
Internal knowledge base9.59 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ServiceNow Customer Service Management
9.3
10 Ratings
15% above category average
Spool
-
Ratings
Customer portal9.08 Ratings00 Ratings
IVR9.77 Ratings00 Ratings
Social integration8.88 Ratings00 Ratings
Email support9.89 Ratings00 Ratings
Help Desk CRM integration9.59 Ratings00 Ratings
Best Alternatives
ServiceNow Customer Service ManagementSpool
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Front
Front
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
RWS Tridion Sites
RWS Tridion Sites
Score 9.0 out of 10
Enterprises
SysAid
SysAid
Score 8.9 out of 10
RWS Tridion Sites
RWS Tridion Sites
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ServiceNow Customer Service ManagementSpool
Likelihood to Recommend
8.8
(10 ratings)
-
(0 ratings)
Usability
8.5
(5 ratings)
-
(0 ratings)
Support Rating
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
ServiceNow Customer Service ManagementSpool
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.
Verified User
Anonymous
Read full review
Spool
No answers on this topic
Pros
ServiceNow
  • We manage internal tickets through ServiceNow Customer Service Management. We raise tickets with IT and other team
  • We manage our datapipe customers through ServiceNow Customer Service Management and it efficiently manages our customer interactions
  • ServiceNow Customer Service Management helps us manage projects and tasks and keep a log of all our migration customers
Verified User
Anonymous
Read full review
Spool
No answers on this topic
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
Verified User
Anonymous
Read full review
Spool
No answers on this topic
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.
Verified User
Anonymous
Read full review
Spool
No answers on this topic
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.
Verified User
Anonymous
Read full review
Spool
No answers on this topic
Alternatives Considered
ServiceNow
Atlassian Jira lacks certain features and process which was delivered by ServiceNow Customer Service Management. Also, flexibility to customise was a point to select ServiceNow Customer Service Management tool. Cost which was high than Atlassian Jira compensated as it improved overall customer satisfaction and reduced resolution time by taking help of Knowledge base integration
Amrit Kumar Pal | TrustRadius Reviewer
Amrit Kumar Pal
Lead Consultant
Read full review
Spool
No answers on this topic
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.
Verified User
Anonymous
Read full review
Spool
No answers on this topic
ScreenShots

Spool Screenshots

Screenshot of Automated Meeting Takeaways for Customer-Facing Teams - HomepageScreenshot of Use Spool information capture controller as a side panel to capture and label important parts of your Zoom calls.Screenshot of Customizable buttons-commands enable users to document categorized information and assign tasks with the tab of a button.Screenshot of Auto-generated dgoc includes captured information in a shareable & editable format.Screenshot of Auto-generated document includes captured information in a ready-to-act & share format.