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Top Rated
146 Ratings
18 Ratings
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Score 8.2 out of 100

UserTesting

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Top Rated
146 Ratings
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Score 9 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

UserTesting

UserTesting is great for quick usability feedback where you don't have specific requirements for your users. Usually, we get results within the same day so that's great. The quality of users in the panel is very different. Usually, we get some good ones that really explain why they think something is good or bad. UserTesting is not so great if you want to manage your own panel and do tests with your own users. Companies should be careful when doing research that they not only depend on a tool like UserTesting, because people get paid to do your tests, they don't have any personal involvement with your product. This could lead to biased answers and could lead companies in the wrong way. We tried to create our own users' panel on UserTesting, but the functionality is so limited that we switched back to our old ways. We do additional testing and interviews with our own real users so that we make sure we're not getting biased results.
Daniëlle Duijst | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ServiceNow Customer Service Management
8.4
UserTesting
Organize and prioritize service tickets
ServiceNow Customer Service Management
8.4
UserTesting
Expert directory
ServiceNow Customer Service Management
7.9
UserTesting
Subscription-based notifications
ServiceNow Customer Service Management
8.1
UserTesting
ITSM collaboration and documentation
ServiceNow Customer Service Management
8.4
UserTesting
Ticket creation and submission
ServiceNow Customer Service Management
9.0
UserTesting
Ticket response
ServiceNow Customer Service Management
8.3
UserTesting

Self Help Community

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

Multi-Channel Help

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

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

UserTesting

  • The video recordings offer a more immersive way of ascertaining feedback from users, and I feel as though the testers are more involved in the processes due to this feature.
  • Tests are very easy to set up and customize, the UX is much more accessible than other platforms
Anonymous | 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

UserTesting

  • I found Figma prototypes and user testing don't always work well together
  • Some users go on and on and on - without adding value that warrants the additional talking - would be great if tests could have time limits (beyond the 5 minute test). I have some tests that should take no more than 10 minutes and some people find a way to talk for 25!
  • Transcripts would be fantastic! And a way to export notes.
Marnina Herrmann | TrustRadius Reviewer

Likelihood to Renew

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

UserTesting

UserTesting 10.0
Based on 3 answers
UserTesting has drastically changed the way we research. We are now conducting research at a scale and pace that would be impossible to replicate using our traditional recruitment methods. Additionally, the ease of sharing information and findings out of UserTesting has made our research more dynamic and engaging to stakeholders. We can't imagine a situation in which we step backwards now that we have demonstrated the expansion capability UserTesting provides to an in-house UX research practice.
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

UserTesting

UserTesting 8.9
Based on 61 answers
This is an area where I think they could improve. When trying to test with your own participant through My Panel or My Recruit the onboarding and set-up experience can be a bit clunky. I have tried to test with less than tech-savvy customers and they struggled to complete the test
Alex Gardner | 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

UserTesting

UserTesting 8.6
Based on 70 answers
What impresses me most is the accessibility of customer support. It's all done through chat but we also have our account manager to take care of us. Whenever something needs to be corrected or tweaked on a usability test that has launched, the reps respond quickly and make the changes needed.
Zeeshan Ali | TrustRadius Reviewer

Implementation Rating

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

UserTesting

UserTesting 10.0
Based on 2 answers
From a technical perspective, the implementation was extremely smooth. Most of the change management / implementation hurdles were clearing use of the tool through our various security, legal, and information privacy teams. Once these concerns were addressed (UserTesting.com was very helpful in providing all the needed documentation), the implementation process was very simple and we were able to get going right away.
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

UserTesting

We have evaluated two other platforms - UserZoom and UsabilityHub. We ultimately decided to maintain our relationship with UserTesting due to the overall usability and the functionality that it offers. The features better suited our needs, and it met a price point that worked for our organization.
Anonymous | 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

UserTesting

  • The speed of recruiting allows me to iteratively test and experiment with wording when necessary to get to the point where I know it is being understood which in turn improves the credibility of the research results
  • We haven't yet released the software that I've been testing most of this year, so I can't comment on business impact yet
Craig Scull | TrustRadius Reviewer

Pricing Details

ServiceNow Customer Service Management

General

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

UserTesting

General

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

Rating Summary

Likelihood to Recommend

ServiceNow Customer Service Management
8.1
UserTesting
9.1

Likelihood to Renew

ServiceNow Customer Service Management
UserTesting
10.0

Usability

ServiceNow Customer Service Management
10.0
UserTesting
8.9

Support Rating

ServiceNow Customer Service Management
9.0
UserTesting
8.6

Implementation Rating

ServiceNow Customer Service Management
UserTesting
10.0

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