TrustRadius

Eworks Manager vs. ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Eworks Manager
Score 9.0 out of 10
N/A
Eworks Manager software for companies with technicians out in the field. Its Job Management System allows users to control, manage and track all information relating to staff, jobs, estimates and quotes, invoices, and customers. The system is designed to help users manage and track all aspects of a business, from employees to jobs. If a company lies within the technical field and operates with mobile workers, field service management, vehicle tracking and GPS planning are designed to…
$115
up to 5 users
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
Pricing
Eworks ManagerServiceNow Customer Service Management
Editions & Modules
Basic
$115
up to 5 users
Standard
$259
up to 14 users
Pro
$799
up to 49 users
Enterprise
$1,450
up to 99 users
No answers on this topic
Offerings
Pricing Offerings
Eworks ManagerServiceNow Customer Service Management
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Eworks ManagerServiceNow Customer Service Management
Considered Both Products
Eworks Manager

No answer on this topic

ServiceNow Customer Service Management
Verified User
Anonymous
Chose ServiceNow Customer Service Management
Marketplacer Salesforce Commerce Cloud Cartridge
AP
Amrit Kumar Pal
Lead Consultant
Chose ServiceNow Customer Service Management
Atlassian Jira lacks certain features and process which was delivered by ServiceNow Customer Service Management. Also, flexibility to customise was a point to select ServiceNow Customer Service Management tool. Cost which was high than Atlassian Jira compensated as it improved …
Verified User
Anonymous
Chose ServiceNow Customer Service Management
Atlassian Jira was not a cost effective solution for us, and it lacks couple of feaures as well.

Zoho Desk however was fulfilling our requirements but Zoho's support systems were not up to our expectations. The support team's response was delayed and resolutions were not …
TK
Tim Kikke
Head of PMO
Chose ServiceNow Customer Service Management
ServiceNow Customer Service Management is much more configurable and "Enterprise-Ready", but doesn't work as well out of the box and doesn't guide you into deploying a service ready workflow.
Verified User
Anonymous
Chose ServiceNow Customer Service Management
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 …
Verified User
Anonymous
Chose ServiceNow Customer Service Management
Have not used other similar products in the same space, ServiceNow has always been the preferred tool.
Verified User
Anonymous
Chose ServiceNow Customer Service Management
They have a fantastic user interface that helps keep everything in a clean organized process. We've worked with various other solutions to handle these type of business problems with no success. Working with ServiceNow has been a great experience with their team helping stand …
Features
Eworks ManagerServiceNow Customer Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Eworks Manager
-
Ratings
ServiceNow Customer Service Management
7.0
Ratings
14% below category average
Organize and prioritize service tickets00 Ratings7.60 Ratings
Expert directory00 Ratings7.90 Ratings
Subscription-based notifications00 Ratings7.10 Ratings
ITSM collaboration and documentation00 Ratings4.40 Ratings
Ticket creation and submission00 Ratings9.20 Ratings
Ticket response00 Ratings6.00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Eworks Manager
-
Ratings
ServiceNow Customer Service Management
4.7
Ratings
50% below category average
External knowledge base00 Ratings4.40 Ratings
Internal knowledge base00 Ratings5.10 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Eworks Manager
-
Ratings
ServiceNow Customer Service Management
6.3
Ratings
21% below category average
Customer portal00 Ratings7.20 Ratings
IVR00 Ratings5.30 Ratings
Social integration00 Ratings3.50 Ratings
Email support00 Ratings7.40 Ratings
Help Desk CRM integration00 Ratings8.20 Ratings
Best Alternatives
Eworks ManagerServiceNow Customer Service Management
Small Businesses
Method:CRM
Method:CRM
Score 8.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Jotform
Jotform
Score 8.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Oracle Service
Oracle Service
Score 5.1 out of 10
SysAid
SysAid
Score 9.1 out of 10
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User Ratings
Eworks ManagerServiceNow Customer Service Management
Likelihood to Recommend
-
(0 ratings)
7.4
(0 ratings)
Usability
-
(0 ratings)
10.0
(0 ratings)
Support Rating
-
(0 ratings)
9.0
(0 ratings)
User Testimonials
Eworks ManagerServiceNow Customer Service Management
Likelihood to Recommend
No answers on this topic
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
Read full review
Pros
No answers on this topic
  • 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
Cons
No answers on this topic
  • 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
Read full review
Usability
No answers on this topic
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
Read full review
Support Rating
No answers on this topic
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
Read full review
Alternatives Considered
No answers on this topic
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
Read full review
Return on Investment
No answers on this topic
  • 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
Read full review
ScreenShots

Eworks Manager Screenshots

Screenshot of System Main Dashboard