Pendo.io vs. ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Pendo.io
Score 8.3 out of 10
N/A
Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.N/A
ServiceNow Customer Service Management
Score 7.9 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
Pendo.ioServiceNow Customer Service Management
Editions & Modules
Free
Free
Team
Contact sales team
Pro
Contact sales team
Enterprise
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Pendo.ioServiceNow Customer Service Management
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Pendo.ioServiceNow Customer Service Management
Top Pros
Top Cons
Features
Pendo.ioServiceNow Customer Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Pendo.io
-
Ratings
ServiceNow Customer Service Management
7.0
6 Ratings
12% below category average
Organize and prioritize service tickets00 Ratings7.66 Ratings
Expert directory00 Ratings7.95 Ratings
Subscription-based notifications00 Ratings7.15 Ratings
ITSM collaboration and documentation00 Ratings4.55 Ratings
Ticket creation and submission00 Ratings9.16 Ratings
Ticket response00 Ratings6.06 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Pendo.io
-
Ratings
ServiceNow Customer Service Management
4.8
5 Ratings
47% below category average
External knowledge base00 Ratings4.44 Ratings
Internal knowledge base00 Ratings5.15 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Pendo.io
-
Ratings
ServiceNow Customer Service Management
6.3
6 Ratings
20% below category average
Customer portal00 Ratings7.24 Ratings
IVR00 Ratings5.34 Ratings
Social integration00 Ratings3.54 Ratings
Email support00 Ratings7.45 Ratings
Help Desk CRM integration00 Ratings8.25 Ratings
Best Alternatives
Pendo.ioServiceNow Customer Service Management
Small Businesses
ChurnZero
ChurnZero
Score 8.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Whatfix
Whatfix
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Whatfix
Whatfix
Score 9.5 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
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User Ratings
Pendo.ioServiceNow Customer Service Management
Likelihood to Recommend
8.6
(91 ratings)
7.4
(6 ratings)
Likelihood to Renew
9.0
(4 ratings)
-
(0 ratings)
Usability
10.0
(4 ratings)
10.0
(1 ratings)
Support Rating
9.7
(4 ratings)
9.0
(1 ratings)
Online Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
Pendo.ioServiceNow Customer Service Management
Likelihood to Recommend
Pendo.io
Pendo is very well suited for startups and mid size product companies who are looking for -
  • Help in user experience building
  • Measuring the impact of a feature on the requirement phase itself
  • Advanced analytics to get a sense of how the product is working
  • Insights about necessary changes that are required to make the product better
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ServiceNow
It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
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Pros
Pendo.io
  • Track usage across our platform (new and existing features) - where each customer clicks, how long they stay at certain areas within the software, etc.
  • To promote new features.
  • To train customers on how to use new features.
  • To survey our customers within the software.
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ServiceNow
  • 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.
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Cons
Pendo.io
  • I find the reporting and analytics to be a little light. They could improve custom reporting capabilities.
  • Would like to see the capabilities of the Pendo tagging tool built into the platform. (don't launch a separate product). I find the tagging tool does a much better job at selecting the components to be tagged than the platform does.
  • Sometimes takes a while to refresh counts when adding a new tag.
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ServiceNow
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
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Likelihood to Renew
Pendo.io
We have had an excellent experience with Pendo. When we've had questions or concerns, Pendo is very quick to respond and communicate with us. We have experienced top-notch customer support and customer engagement. We have actually modeled some of our implementation and product processes after Pendo's examples.
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ServiceNow
No answers on this topic
Usability
Pendo.io
Overall, Pendo provides a smooth interface, especially with the most recent update, and I couldn't imagine using or learning any other platform so product focused. From the moment I log into Pendo, I know where I'm going and what I'm looking for and I'm able to find that, through the interface, in as little time as possible. This helps keep me focused on doing other tasks at work so I'm not overburdened with hunting things down in the system
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ServiceNow
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
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Support Rating
Pendo.io
They've been great anytime that we have needed help with something. They also have some really great help articles. We're able to figure most things out through their articles, but when we've had to call in they've been very helpful and we haven't had any problems. I'd highly recommend working with them.
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ServiceNow
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.
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Online Training
Pendo.io
The training schedule was well thought out and tailored to meet our needs. Chantelle stayed with us through the whole implementation and made sure that we were good to go.
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ServiceNow
No answers on this topic
Implementation Rating
Pendo.io
Use Segment to install and cut developers out of the work cycle!
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ServiceNow
No answers on this topic
Alternatives Considered
Pendo.io
WalkMe is an industry leader, but they charge an arm and a leg. Working with them you get a lot of support and CSM time, but is it really worth that price tag? Pendo.io was an easy choice for that simple reason.
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ServiceNow
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.
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Return on Investment
Pendo.io
  • We have had an ROI in reduced support contacts.
  • We have had increased NPS scores due to our ability to target messaging for the right reasons to the right audience members rather than blanket distribution of information.
  • Delayed deployment in certain environments (being worked through) has led to a delay in one business area, but it is not public facing yet so we aren't heavily impacted by that yet.
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ServiceNow
  • The negative impact for my team is the delay in team completing tickets but not a system issue.
  • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
  • Negative impact is that there is no user job aid or helpful tools for new users.
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ScreenShots