ServiceNow Customer Service Management vs. Zoho Wiki

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

Great for teams and organizations with lots of content and material. It allows teams to have one central place to go and access the latest info. Definitely a more scalable solution for teams looking for a more robust enterprise solution than standard folder sharing. SMB org will be better suited for a more economical shared folder solution like Dropbox or Google Drive. If you want to house new hire documentation or manuals/training programs for a larger org this is a great tool.

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

• You can create multiple pages to develop content
• Easily scalable and enough storage for your content
• Live chat option so that anyone accessing wiki page can communicate with others for help

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

• More customization.
• More white labeling and branding.
• Better Search.

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

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.

Confluence features were limited with the free version and our organization wasn't in a position to invest in a knowledge sharing platform, hence Zoho Wiki came in handy as it saved us on the extra cost which we could not initially afford. Also as we were already using other Zoho products which Atlassian was not offering, therefore Zoho Wiki was considered the best alternative.

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

• I feel that due to ZOHO wiki my team started documenting more and more things.
• Because of knowledge available from previous projects, it definitely increased efficiency of team.
• At first I felt like it is taking more time for documenting things, but after some time it started paying me back.

Incentivized