18 Ratings
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Score 8.2 out of 100
12 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

Vanilla Forums

For companies that want to customize almost anything and make the forum look like your site, Vanilla Forums is the one for you. Customization and automation of the data via the API with other systems is more than possible and they serve to be great as a hosting provider, dealing with all the upgrades, deployments and maintenance and threat management well.I would say they might be less turn key for a small application but the fact they have an open source community, the ability to find help and information can lower the barrier of entry for most.
Lou Gallo | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

ServiceNow Customer Service Management
8.4
Vanilla Forums
External knowledge base
ServiceNow Customer Service Management
8.4
Vanilla Forums
Internal knowledge base
ServiceNow Customer Service Management
8.5
Vanilla Forums

Multi-Channel Help

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

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

Vanilla Forums

  • Gamification: The ability to incentivise community members to get involved with ranks and badges is one of the main reasons that we purchased the tool.
  • Support: The Vanilla support team are incredible, often responding to issues very late at night and proactively fixing issues as soon as they occur.
  • Customisation: Vanilla can be completely styled with css allowing us to match it to the branding of the rest of our website.
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

Vanilla Forums

  • There are some features I wish Vanilla would implement that could improve ease of use in our specific community, but some of the ideas we have are not necessarily something that would benefit all of the forums that Vanilla works with.
  • In the past, we've had issues with releases breaking some of our specific site features they built for us, but this has improved drastically recently.
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

Vanilla Forums

Vanilla Forums 9.0
Based on 1 answer
It is very intuitive and simple to operate. Our customers immediately came up with the curve and began contributing content.
Anonymous | 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

Vanilla Forums

Vanilla Forums 9.0
Based on 1 answer
They did an amazing job transferring our content from GetSatisfaction. We had almost 100% success in the transfer of 8 years worth of content.
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

Vanilla Forums

From a footprint standpoint, Vanilla has less technical bloat than vbulletin or InVision, and it outdoes Lithium as far as features and service go. The bloat of other services and ability to use new ways of engaging communities such as through Reactions are part of the reason Vanilla was selected.However, the features are better on a couple more seasoned platforms and more equipped to deal with issues and technical problems.
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

Vanilla Forums

  • Increased uptime and overall speed in the forum (compared to our previous phpbb solution)
  • Increased usage by users which resulted in a higher pages/session in a short amount of time
James Sweeney | TrustRadius Reviewer

Screenshots

Pricing Details

ServiceNow Customer Service Management

General

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

ServiceNow Customer Service Management Editions & Modules

Additional Pricing Details

Vanilla Forums

General

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

Vanilla Forums Editions & Modules

Edition
EssentialContact sales team
CorporateContact sales team
EnterpriseContact sales team
Enterprise PlusContact sales team
    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    ServiceNow Customer Service Management
    8.1
    Vanilla Forums
    9.0

    Likelihood to Renew

    ServiceNow Customer Service Management
    Vanilla Forums
    10.0

    Usability

    ServiceNow Customer Service Management
    10.0
    Vanilla Forums
    9.0

    Support Rating

    ServiceNow Customer Service Management
    9.0
    Vanilla Forums
    9.0

    Add comparison