TrustRadius

ServiceNow Customer Service Management vs. Yonyx

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ServiceNow Customer Service Management
Score 7.8 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
Yonyx
Score 10.0 out of 10
Enterprise companies (1,001+ employees)
Yonyx is a SAAS platform to create interactive decision trees to optimize customer support, sales, lead qualification, and customer self-service. Its primary strength lies in simplifying intricate workflows by guiding users through structured, step-by-step processes for interacting with customers. Yonyx guides are used for troubleshooting customer issues, following sales processes while handling customer objections, qualifying leads and to have large back office teams comply with…
$25
per month per user
Pricing
ServiceNow Customer Service ManagementYonyx
Editions & Modules
No answers on this topic
Professional Plan
$25
per month per user
Offerings
Pricing Offerings
ServiceNow Customer Service ManagementYonyx
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details—Professional Plan gives access to all features of Yonyx platform for stand alone use. For any Integrations, SSO, API access - Enterprise Plan is required.
More Pricing Information
Community Pulse
ServiceNow Customer Service ManagementYonyx
Features
ServiceNow Customer Service ManagementYonyx
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ServiceNow Customer Service Management
7.0
Ratings
14% below category average
Yonyx
-
Ratings
Organize and prioritize service tickets7.60 Ratings00 Ratings
Expert directory7.90 Ratings00 Ratings
Subscription-based notifications7.10 Ratings00 Ratings
ITSM collaboration and documentation4.40 Ratings00 Ratings
Ticket creation and submission9.20 Ratings00 Ratings
Ticket response6.00 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ServiceNow Customer Service Management
4.7
Ratings
50% below category average
Yonyx
-
Ratings
External knowledge base4.40 Ratings00 Ratings
Internal knowledge base5.10 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ServiceNow Customer Service Management
6.3
Ratings
21% below category average
Yonyx
-
Ratings
Customer portal7.20 Ratings00 Ratings
IVR5.30 Ratings00 Ratings
Social integration3.50 Ratings00 Ratings
Email support7.40 Ratings00 Ratings
Help Desk CRM integration8.20 Ratings00 Ratings
Best Alternatives
ServiceNow Customer Service ManagementYonyx
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Front
Front
Score 7.1 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
RWS Tridion Sites
RWS Tridion Sites
Score 9.0 out of 10
Enterprises
SysAid
SysAid
Score 9.1 out of 10
RWS Tridion Sites
RWS Tridion Sites
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ServiceNow Customer Service ManagementYonyx
Likelihood to Recommend
7.4
(0 ratings)
-
(0 ratings)
Usability
10.0
(0 ratings)
-
(0 ratings)
Support Rating
9.0
(0 ratings)
-
(0 ratings)
User Testimonials
ServiceNow Customer Service ManagementYonyx
Likelihood to Recommend
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.
Verified User
Anonymous
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No answers on this topic
Pros
  • 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.
Verified User
Anonymous
Read full review
No answers on this topic
Cons
  • 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.
Verified User
Anonymous
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No answers on this topic
Usability
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.
Amrit Kumar Pal | TrustRadius Reviewer
Amrit Kumar Pal
Lead Consultant
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No answers on this topic
Support Rating
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.
Verified User
Anonymous
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No answers on this topic
Alternatives Considered
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.
Verified User
Anonymous
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No answers on this topic
Return on Investment
  • 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
Verified User
Anonymous
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No answers on this topic
ScreenShots

Yonyx Screenshots

Screenshot of Yonyx Decision Tree Platform's authoring interface with Synchronized Map View and Interactive ViewScreenshot of Yonyx's User View, which provides an interactive view of the decision tree. Users can navigate through it by choosing an option. This view is compatible with all browsers and devices.Screenshot of Yonyx cumulative traversal analytics, which tracks how many users took which pathways when traversing interactively through a Yonyx guide. This data is displayed from within Yonyx Map View and provides powerful insights into the effectiveness of each guidance step.