Seismic Knowledge vs. ServiceNow Customer Service Management

I would highly recommend Lessonly Knowledge to colleagues who are looking to implement a comprehensive enablement solutions across their teams. Lessonly Knowledge allows your reps to ramp very quickly and to practice their skills with personalized and customized coaching sessions. It pairs with its parent company, Seismic, very well, along with other enablement solutions.

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

• It's incredibly easy to build content.
• Able to distribute content quickly.
• Great reporting on what courses are being taken and who is taking them.
• Reminders and notifications are great.

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

• I would love to see further integrations with other sales enablement platforms and tools as enterprises typically implement more than one solution across teams.
• Collaboration integrations and APIs can be more comprehensive.
• There should be a way to interact with peers and ask questions with your cohort who are in the tool.

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

At the time, Lessonly just seemed like the easiest lesson builder of the others. The others software had great features but, at the end of the day, if it was hard to make courses, I knew people wouldn't do it. Lessonly had all the right features without the complexity. That was what did it for me.

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.

• Quicker onboarding
• Quicker ramp for new hires and internal promotions

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