Dixa vs. ServiceNow Customer Service Management

This is software that has increased the performance of customer service employees because they work more comfortably with a simple to use software. There's almost no learning curve and has presented very few problems, so I recommend it.

Incentivized

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.

Incentivized

• The text recording of calls has made our life in the office easier since we often miss some requests, which with this feature we can attend to.
• The pre-recorded greeting is a good way to keep the customer waiting to be answered.
• The chatbot feature is perfect for customers with simpler problems to be solved.

Incentivized

• 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.

Incentivized

• It can be difficult to communicate with some of the numbers in our customer data at times, but Dixa's response team has always been available to help.
• Dixa's software is constantly being updated to meet the needs of its users, who are its primary source of revenue.

Incentivized

• 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.

Incentivized

ServiceNow Customer Service Management tool gives a clear visibility on the KPI's and trends of issues being raised by customers. Proper and timely updates are received at both agents and customers end. Also, communication between the two has become more efficient. As they tool supports customisation, which has improved the overall process and growth.

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

Dixa demonstrates that it is much easier to use than similar products; it also has a free license for testing before purchasing a product; Dixa currently seeks to cover market demands through daily updates, and it allows us to make an implementation by migrating the existing data on the platform used to Dixa without major conflicts.

Incentivized

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.

• Improved consumer experience
• Improved channel partner experience
• Agent productivity and lower stress

Incentivized

• ServiceNow Customer Service Management has a made a positive impact on our customer success management
• ServiceNow Customer Service Management has made internal agreements easier when we interact with different internal teams like IT
• ServiceNow Customer Service Management had to replace our legacy systems for customer management but that did not happen completely hence that is negative impact on our business

Incentivized