ServiceNow Customer Service Management vs. Usersnap

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.

Definitely a great tool that is way better than just recording web QA feedback in a Google Doc or via email. Everything goes straight into a queue and it is easy to tag what you are talking about with the tool. Leaves less room for misinterpretation and keeps a record of all feedback so nothing gets missed. Filtering within the feedback queue and search functionality to avoid duplicates would be helpful.

Incentivized

• 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.

Incentivized

• Organize customer feedback.
• Provide an easy to use, feature-rich widget that allows users to highlight, comment and even draw on a screenshot of your application.
• Screenshots that are sent to you include meta-data like the browser user agent, browser console data, screen resolution, etc.

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

• When you go into the list of Usersnap feedback you have submitted, there isn't search functionality or filtering so that you can see the feedback of a certain type at a time, or see if you submitted that feedback already.

Incentivized

ServiceNow Customer Service Management tool gives a clear visibility on the KPI's and trends of issues being raised by customers. Proper and timely updates are received at both agents and customers end. Also, communication between the two has become more efficient. As they tool supports customisation, which has improved the overall process and growth.

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

I am unsure how to rate the support of Usersnap as I did not contact support yet. The tool works well as is. The agency we work with that used the tool didn't need to contact Usersnap support as well. I'm sure the user support on the tool is adequate.

Incentivized

Atlassian Jira was not a cost effective solution for us, and it lacks couple of feaures as well. Zoho Desk however was fulfilling our requirements but Zoho's support systems were not up to our expectations. The support team's response was delayed and resolutions were not satisfactory. Also, to use the product to it's full efficiency, it requires us to purchase add-ons.

Incentivized

Prior to Usersnap we looked at and even tried to bring up Bugzilla, but it requires a lot of maintenance and customization in my opinion. We needed something that was ready to use out of the box, which Usersnap certainly was. The other problem with Bugzilla is that it's mostly for software development bugs, that is, bugs submitted by developers, not really end users. Yes, it can be used by end-users, but not as intuitively as Usersnap.

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

• Usersnap has allowed us to implement a solution that allows end-users to communicate with us with very little effort.

Incentivized