What users are saying about
51 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.6 out of 100
Based on 51 reviews and ratings
UserTesting
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
197 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>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.

Verified User
Employee in Information Technology
Internet Company, 51-200 employeesUserTesting
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.
Digital Marketing Executive
Ads CreationsMarketing & Advertising, 11-50 employees
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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesUserTesting
- 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.

Verified User
Manager in Research & Development
Food & Beverages Company, 10,001+ employeesCons
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

Verified User
Account Manager in Sales
Computer Software Company, 10,001+ employeesUserTesting
- 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.

Verified User
Program Manager in Product Management
Apparel & Fashion Company, 51-200 employeesPricing 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.

Verified User
Team Lead in Information Technology
Building Materials Company, 10,001+ employeesUsability
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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesUserTesting
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.
Sr. UX Manager
KasasaBanking, 201-500 employees
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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesUserTesting
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.

Verified User
Contributor in Other
Health, Wellness and Fitness Company, 1001-5000 employeesImplementation 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.

Verified User
Team Lead in Information Technology
Building Materials Company, 10,001+ employeesAlternatives 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.
Principal Solutions Architect
Tech MahindraArchitecture & Planning, 10,001+ employees
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.

Verified User
Manager in Marketing
Insurance Company, 51-200 employeesReturn 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.

Verified User
Supervisor in Corporate
Banking Company, 1001-5000 employeesUserTesting
- 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.

Verified User
Consultant in Research & Development
Information Technology & Services Company, 11-50 employees