We performed a comparison between Adobe Web Experience Management and ServiceNow Customer Service Management based on real PeerSpot user reviews.
Find out in this report how the two Customer Experience Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Good content and digital management capabilities."
"The templates and components that come out of the box are very helpful, especially in terms of the content fragments and experience fragments. Every client would like to have some templates and components, and they would like to cut down the effort of having to create every component that's customized. So, they try to use them out of the box. Other than that, the user roles and permissions workflows, third-party integrations, and system integration are the features that are very important."
"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."
"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."
"The tool's most valuable feature is the service portal."
"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."
"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."
"Unable to handle very large video files."
"It would be better if it also supports some styling. Currently, whenever we have to do design for a particular client according to their brand strategy, it takes a good amount of effort. Adobe never focuses on this area. They say that you design your pages, templates, etc. If they can define common components or a common section of the style sheet so that if you want to have a button by default, you can go and just mention the specifications, such as the color code, and those specifications are automatically followed across the whole site or multiple sites according to the brand strategy. Such functionality will be helpful because currently, it takes a lot of effort to manage them separately."
"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."
"The product's AI feature should be improved."
"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."
"The price could be better. ServiceNow should price products more reasonably."
"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."
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Adobe Web Experience Management is ranked 8th in Customer Experience Management while ServiceNow Customer Service Management is ranked 3rd in Customer Experience Management with 6 reviews. Adobe Web Experience Management is rated 8.0, while ServiceNow Customer Service Management is rated 8.4. The top reviewer of Adobe Web Experience Management writes "It has a lot of features, and it is very easy to learn, use, integrate, and manage". On the other hand, the top reviewer of ServiceNow Customer Service Management writes "A stable tool to help manage infrastructures, deployments, and different products from different vendors". Adobe Web Experience Management is most compared with FullStory, whereas ServiceNow Customer Service Management is most compared with Microsoft Dynamics CRM, Genesys Cloud CX and SAP Service Cloud. See our Adobe Web Experience Management vs. ServiceNow Customer Service Management report.
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We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
