ServiceNow Customer Service Management
51 Ratings
UserTesting
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Top Rated
197 Ratings

ServiceNow Customer Service Management

51 Ratings
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Score 7.6 out of 100

Based on 51 reviews and ratings

UserTesting

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Top Rated
197 Ratings
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Score 8.8 out of 100

Based on 197 reviews and ratings

Feature Set Ratings

    Incident and problem management

    7.8

    ServiceNow Customer Service Management

    78%

    UserTesting

    Feature Set Not Supported
    N/A
    ServiceNow Customer Service Management ranks higher in 6/6 features
    ServiceNow Customer Service Management ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Expert directory

    7.6
    76%
    8 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.8
    78%
    8 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.1
    71%
    8 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    8.8
    88%
    9 Ratings
    N/A
    0 Ratings

    Ticket response

    7.4
    74%
    9 Ratings
    N/A
    0 Ratings

    Self Help Community

    7.5

    ServiceNow Customer Service Management

    75%

    UserTesting

    Feature Set Not Supported
    N/A
    ServiceNow Customer Service Management ranks higher in 2/2 features
    ServiceNow Customer Service Management ranks higher in 2/2 features

    External knowledge base

    7.6
    76%
    6 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.4
    74%
    8 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.1

    ServiceNow Customer Service Management

    71%

    UserTesting

    Feature Set Not Supported
    N/A
    ServiceNow Customer Service Management ranks higher in 5/5 features
    ServiceNow Customer Service Management ranks higher in 5/5 features

    Customer portal

    8.1
    81%
    7 Ratings
    N/A
    0 Ratings

    IVR

    5.8
    58%
    5 Ratings
    N/A
    0 Ratings

    Social integration

    5.6
    56%
    6 Ratings
    N/A
    0 Ratings

    Email support

    7.6
    76%
    8 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    8.4
    84%
    7 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • ServiceNow Customer Service Management is rated higher in 2 areas: Usability, Support Rating
    • UserTesting is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.8

    ServiceNow Customer Service Management

    78%
    9 Ratings
    9.1

    UserTesting

    91%
    108 Ratings

    Likelihood to Renew

    ServiceNow Customer Service Management

    N/A
    0 Ratings
    9.1

    UserTesting

    91%
    4 Ratings

    Usability

    10.0

    ServiceNow Customer Service Management

    100%
    1 Rating
    8.8

    UserTesting

    88%
    96 Ratings

    Support Rating

    9.0

    ServiceNow Customer Service Management

    90%
    1 Rating
    8.3

    UserTesting

    83%
    103 Ratings

    Implementation Rating

    ServiceNow Customer Service Management

    N/A
    0 Ratings
    9.1

    UserTesting

    91%
    2 Ratings

    Likelihood to Recommend

    ServiceNow Customer Service Management

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    UserTesting

    If we have some software to test whether it meets all requirements that should meet the user experience, then we can easily get various insights from different users from different perspectives. Also, for those who are looking to earn something or want to learn something related to software testing, UserTesting is the best ever platform for them.

    Read full review

    Haritha C Mohandas | TrustRadius Reviewer
    Haritha C Mohandas
    View all 108 answers on this topic

    Pros

    ServiceNow Customer Service Management

    • 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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    UserTesting

    • Creating interview clips is simple. The video cutting software is easy to use and lightyears ahead of competitors like UserZoom.
    • The pool of participants is large in the US (likely the highest amongst competitors). This makes recruiting for my studies really quick and allows me to go for some segmentation and detail in who I target in my sample.
    • Chat support is responsive and helpful. It's nice to get connected to a customer care agent quickly and they almost always serve you with a solution to the issue.
    • The feature set of User Testing is constantly growing and getting more refined. I appreciate the ability to card sort or launch other types of methods.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 108 answers on this topic

    Cons

    ServiceNow Customer Service Management

    • Adding in additional chat features would be nice
    • Viewing where you stand in priority
    • Having a way to automate more of the processes

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    UserTesting

    • Comparative tests on mobile devices is a major issue. Users find it very difficult to user test a comparative test where they are asked to compare two experiences.
    • Users sometimes hurry on to complete the tests.
    • Reusing a saved templated is sometimes tricky and qualifying questions are not saved properly.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 108 answers on this topic

    Pricing Details

    ServiceNow Customer Service Management

    General

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

    Starting Price

    —

    UserTesting

    General

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

    Starting Price

    —

    Likelihood to Renew

    ServiceNow Customer Service Management

    No score
    No answers yet
    No answers on this topic

    UserTesting

    UserTesting 9.1
    Based on 4 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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 4 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 1 answers on this topic

    UserTesting

    UserTesting 8.8
    Based on 96 answers
    It was a little confusing at first, but once you get the hang of it, it becomes second nature. In fact, the more tests you run, the more confident you get with the system, creating a virtuous cycle in which your testing gets better while your efficiency improves. I had no problems training my staff and colleagues on how to use the tool. Even non-designers were able to use it with ease eventually.

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    Anthony Rezendes | TrustRadius Reviewer
    Anthony Rezendes
    View all 96 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 1 answers on this topic

    UserTesting

    UserTesting 8.3
    Based on 103 answers
    I would have given it a 10 two years ago, but unfortunately, it feels like it's gone down a lot over the past year. I used to reach a real person right away every time I clicked help, but now it takes me to a bot. I also feel like I don't get the personalized account service that I used to - we used to have dedicated customer success people that knew our account inside and out (our challenges/struggles, past projects, plans for the future, etc.). Now we are being pushed towards a more general support pool, and I don't trust that anyone is really paying much attention to our account except when it comes time for renewal.

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 103 answers on this topic

    Implementation Rating

    ServiceNow Customer Service Management

    No score
    No answers yet
    No answers on this topic

    UserTesting

    UserTesting 9.1
    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 2 answers on this topic

    Alternatives Considered

    ServiceNow Customer Service Management

    ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.

    Read full review

    Veeral Oza | TrustRadius Reviewer
    Veeral Oza
    View all 9 answers on this topic

    UserTesting

    Ease of use, features are consolidated in one platform versus the likes of Hotjar for example where it's one-sided in finding frictions on our user experience. Ethnio is another good tool however, there are 2 separate tools I have to use to get the scheduling and the actual user test insights.

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 108 answers on this topic

    Return on Investment

    ServiceNow Customer Service Management

    • 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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    UserTesting

    • Increased speed and volume of research. We get to do three times more studies than before.
    • Reduces to almost zero the time that researchers dedicate to recruitment for most B2C studies, allowing them to focus on more important tasks.
    • Improved performance of our products - feedback is getting better and better over time.

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 108 answers on this topic

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