ServiceNow Customer Service Management vs. Higher Logic Vanilla

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ServiceNow Customer Service Management
Score 8.0 out of 10
N/A
Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…N/A
Higher Logic Vanilla
Score 6.0 out of 10
N/A
Higher Logic Vanilla is a customizable and themable forum software. It can be used for support communities, Q&A Communities and more. There are numerous integrations, including SSO, and connectors to popular software such as Mailchimp, WordPress, Zendesk and Salesforce.N/A
Pricing
ServiceNow Customer Service ManagementHigher Logic Vanilla
Editions & Modules
No answers on this topic
Essential
Contact sales team
Corporate
Contact sales team
Enterprise
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Enterprise Plus
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Offerings
Pricing Offerings
ServiceNow Customer Service ManagementHigher Logic Vanilla
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ServiceNow Customer Service ManagementHigher Logic Vanilla
Top Pros
Top Cons
Features
ServiceNow Customer Service ManagementHigher Logic Vanilla
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ServiceNow Customer Service Management
7.0
6 Ratings
11% below category average
Higher Logic Vanilla
-
Ratings
Organize and prioritize service tickets7.66 Ratings00 Ratings
Expert directory7.95 Ratings00 Ratings
Subscription-based notifications7.15 Ratings00 Ratings
ITSM collaboration and documentation4.45 Ratings00 Ratings
Ticket creation and submission9.26 Ratings00 Ratings
Ticket response6.06 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ServiceNow Customer Service Management
4.8
5 Ratings
45% below category average
Higher Logic Vanilla
-
Ratings
External knowledge base4.44 Ratings00 Ratings
Internal knowledge base5.15 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ServiceNow Customer Service Management
6.3
6 Ratings
18% below category average
Higher Logic Vanilla
-
Ratings
Customer portal7.24 Ratings00 Ratings
IVR5.34 Ratings00 Ratings
Social integration3.54 Ratings00 Ratings
Email support7.45 Ratings00 Ratings
Help Desk CRM integration8.25 Ratings00 Ratings
Best Alternatives
ServiceNow Customer Service ManagementHigher Logic Vanilla
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
PowerDMS by NEOGOV
PowerDMS by NEOGOV
Score 8.5 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
PowerDMS by NEOGOV
PowerDMS by NEOGOV
Score 8.5 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
Salesforce Experience Cloud
Salesforce Experience Cloud
Score 8.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ServiceNow Customer Service ManagementHigher Logic Vanilla
Likelihood to Recommend
7.4
(6 ratings)
9.0
(10 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(1 ratings)
Usability
10.0
(1 ratings)
9.0
(1 ratings)
Support Rating
9.0
(1 ratings)
9.0
(1 ratings)
User Testimonials
ServiceNow Customer Service ManagementHigher Logic Vanilla
Likelihood to Recommend
ServiceNow
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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Higher Logic
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.
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Pros
ServiceNow
  • 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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Higher Logic
  • 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.
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Cons
ServiceNow
  • 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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Higher Logic
  • 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.
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Usability
ServiceNow
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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Higher Logic
It is very intuitive and simple to operate. Our customers immediately came up with the curve and began contributing content.
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Support Rating
ServiceNow
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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Higher Logic
They did an amazing job transferring our content from GetSatisfaction. We had almost 100% success in the transfer of 8 years worth of content.
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Alternatives Considered
ServiceNow
Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting reports in a timely manner.
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Higher Logic
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.
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Return on Investment
ServiceNow
  • 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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Higher Logic
  • 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
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ScreenShots

Higher Logic Vanilla Screenshots

Screenshot of Looks great on any device, including desktop, tablet or mobile device.Screenshot of We offer over 60 plugins that can add functionality to your community.Screenshot of Many different themes to choose from, which you can further customize as you like.Screenshot of You have full access to edit HTML and CSS of your theme, to make any changes you need.