We performed a comparison between Delighted by Qualtrics 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."Its flexibility allows for easy adjustments to subscriptions, which contributes to user satisfaction"
"The solution has other extra features, like Stats iQ, Text iQ, and Predict iQ."
"The tool's most valuable feature is its simplicity and standardization. The consistent look and feel across surveys make it easy to use and provide a sense of simplicity. Once I've navigated through it for one survey, I feel confident I can efficiently handle the next hundred surveys. The intuitive interface contributes to the overall ease of use."
"Text iQ is a great feature."
"The tool's most valuable feature is its setup process. I find it intuitive, especially regarding tasks like randomization and survey logic. Delighted by Qualtrics is intuitive compared to many competitors, which justifies its price."
"The solution is very simple to use."
"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."
"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."
"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."
"It needs to focus more on broader CX programs and customer experience."
"Most of the improvements made constantly cause some friction in the platform."
"The solution is expensive. It needs to improve the server builder, which can help it do impressive research. When I mention that the server builder can improve, I'm referring to the ease of performing tasks like implicit association testing. While it's possible to do these tasks in Delighted by Qualtrics, it's not as straightforward to create them. Additionally, there are different tiers of features based on the payment plan. As a collaborator, I may not completely oversee all the features available."
"Sometimes, a lot of emails bounce back during email distribution."
"The solution should add more visual-type elements or image-based question approaches."
"I suggest to the Delighted by Qualtrics development or R & D team to consider incorporating advanced AI capabilities into their platform. In the current trend where AI is being integrated into various tools, introducing features that enable users to generate surveys efficiently through conversational interfaces or minimal instructions would be a significant advancement."
"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."
"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."
"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."
"The product's AI feature should be improved."
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Delighted by Qualtrics is ranked 15th in Customer Experience Management with 6 reviews while ServiceNow Customer Service Management is ranked 3rd in Customer Experience Management with 6 reviews. Delighted by Qualtrics is rated 9.2, while ServiceNow Customer Service Management is rated 8.4. The top reviewer of Delighted by Qualtrics writes "An inuitive solution that helps with market research and surveys". 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". Delighted by Qualtrics is most compared with , whereas ServiceNow Customer Service Management is most compared with Microsoft Dynamics CRM, Genesys Cloud CX and SAP Service Cloud. See our Delighted by Qualtrics 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.
