eStreamDesk vs. ServiceNow Customer Service Management

The application's simplistic approach to Web-based helpdesk management makes it simple to use. It avoids unnecessary functionality and has a simple, clear user interface. The only features that are really helpful to businesses are hosted on the platform. This is of great help in minimizing workload, especially if you meant to use it for customer requests.

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

• Live-chat.
• Outstanding customer service from a ticket tracking service.
• Simple and very easy to use.

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

• No complaints - it does what it is expected to do at a very reasonable price.

• 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

No complaints at all. Great cost. eStreamDesk does the job.

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

I tried several open source tools. The relationship between product quality and effort to set up open source tools, and the acquisition of a server, favor eStreamDesk. The US price is $7 a month per agent. It is perfectly translated into Spanish.

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.

• 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