ServiceNow Customer Service Management vs UserTesting | TrustRadius

What users are saying about

Score 8.2 out of 10

Based on 18 reviews and ratings

Score 9 out of 10

Based on 146 reviews and ratings

Feature Rating Comparison

ServiceNow Customer Service Management

UserTesting

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

ServiceNow Customer Service Management

UserTesting

External knowledge base

Internal knowledge base

ServiceNow Customer Service Management

UserTesting

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

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.

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Verified User

Manager in Product Management

Oil & Energy Company, 10,001+ employees

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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

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Verified User

Professional in Research & Development

Financial Services Company, 51-200 employees

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Cons

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.

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Verified User

Supervisor in Corporate

Banking Company, 1001-5000 employees

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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.

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Marnina Herrmann

Senior User Researcher

BizzaboEvents Services, 201-500 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Verified User

Team Lead in Information Technology

Building Materials Company, 10,001+ employees

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Usability

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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Verified User

Manager in Information Technology

Information Technology & Services Company, 10,001+ employees

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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

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Sr UX Designer

MaxwellFinancial Services, 51-200 employees

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Support Rating

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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Verified User

Manager in Information Technology

Information Technology & Services Company, 10,001+ employees

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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.

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Product Owner

TSCRetail, 501-1000 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

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.

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Verified User

Team Lead in Information Technology

Building Materials Company, 10,001+ employees

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Alternatives Considered

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.

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Verified User

Professional in Information Technology

Information Technology & Services Company, 10,001+ employees

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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.

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Verified User

Employee in Research & Development

Apparel & Fashion Company, 1001-5000 employees

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Return on Investment

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

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Verified User

Account Manager in Sales

Computer Software Company, 10,001+ employees

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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

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Sr. User Researcher (document cloud)

AdobeComputer Software, 10,001+ employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

ServiceNow Customer Service Management

UserTesting

ServiceNow Customer Service Management

UserTesting

ServiceNow Customer Service Management

UserTesting

ServiceNow Customer Service Management

UserTesting

ServiceNow Customer Service Management

UserTesting

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