ServiceNow Customer Service Management vs. WorkHub Tasks

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.

WorkHub Tasks is best suited for companies searching for a better way to handle customer queries. It is also appropriate to resolve customer queries in time. Last but not least it is well suited for providing excellent customer service.

• We manage internal tickets through ServiceNow Customer Service Management. We raise tickets with IT and other team
• We manage our datapipe customers through ServiceNow Customer Service Management and it efficiently manages our customer interactions
• ServiceNow Customer Service Management helps us manage projects and tasks and keep a log of all our migration customers

Incentivized

• The chat feature allows us to have real-time conversations with customers
• It helps us to resolve customer issues more quickly.
• WorkHub Tasks make it possible for the team to raise customer satisfaction

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

Incentivized

• After the projects are finished, there should be a mechanism to sort them.
• Search by username ought to be available.
• There should be a project-based sorting.

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.

Incentivized

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.

Incentivized

Atlassian Jira lacks certain features and process which was delivered by ServiceNow Customer Service Management. Also, flexibility to customise was a point to select ServiceNow Customer Service Management tool. Cost which was high than Atlassian Jira compensated as it improved overall customer satisfaction and reduced resolution time by taking help of Knowledge base integration

Incentivized

HubSpot has a lower learning curve. On the other hand, WorkHub Tasks provides project management on a larger scale, giving more priority to the tasks; that is why it is my favorite.

• 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.

Incentivized

• Intelligent query handling due to relative task assignment
• Smart instead of the hard work enables using resources on other tasks
• customer retention has gone up significantly