We performed a comparison between Qualtrics Customer XM 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."The most valuable feature of Qualtrics Customer XM is the survey, which is very user-friendly and designed as a drag-and-drop item."
"Its comprehensive features and ease of use make it a valuable tool for efficient data management and analysis, contributing significantly to our organization's operations."
"We can integrate data and run an algorithm."
"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."
"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."
"It is not easy to implement."
"Certain limitations could be addressed in the product. For example, when implementing surveys for diverse product ranges or categories, the platform needs help to adjust questions based on user responses dynamically."
"The solution's integration with Salesforce should be improved."
"The price could be better. ServiceNow should price products more reasonably."
"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 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."
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Qualtrics Customer XM is ranked 1st in Customer Experience Management with 5 reviews while ServiceNow Customer Service Management is ranked 3rd in Customer Experience Management with 6 reviews. Qualtrics Customer XM is rated 8.4, while ServiceNow Customer Service Management is rated 8.4. The top reviewer of Qualtrics Customer XM writes "Helps us to identify broad populations and correlate data from different speeds". 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". Qualtrics Customer XM is most compared with Medallia Experience Cloud, whereas ServiceNow Customer Service Management is most compared with Microsoft Dynamics CRM, Genesys Cloud CX and SAP Service Cloud. See our Qualtrics Customer XM vs. ServiceNow Customer Service Management report.
See our list of best Customer Experience Management vendors.
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.
