ServiceNow Customer Service Management vs. Stravito

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.

Easy and smooth navigation, simple and user-friendly UI, with great search capability at its core will help the organization to use Stravito as the first go-to place for searching needed content. At the same time, we were in need of getting to know other countries' market research and Stravito made our lives super easy with its democratization capability.

Incentivized

• 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

Incentivized

• Strong search engine according to the content tags.
• Knowledge democratization.
• Content management through defined projects.

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

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.

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

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

Incentivized

• 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

• Knowledge distribution made easier than before.
• Cross collaboration enhanced through shared knowledge and insights.
• Easy browsing capability in content-led users to save more time and help them to get what they need.

Incentivized