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.
Product | Rating | Most Used By | Product Summary | Starting Price |
---|---|---|---|---|
ServiceNow Customer Service Management | 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 | |
Zendesk Suite | N/A | Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low. | $69 per month per agent |
ServiceNow Customer Service Management | Zendesk Suite | |||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Editions & Modules | No answers on this topic |
| ||||||||||||||
Offerings |
| |||||||||||||||
Entry-level Setup Fee | No setup fee | Optional | ||||||||||||||
Additional Details | — | 20% discount available with annual pricing. | ||||||||||||||
More Pricing Information |
ServiceNow Customer Service Management | Zendesk Suite | |
---|---|---|
Considered Both Products | ![]() ServiceNow Customer Service Management | ![]() Zendesk Suite |
Top Pros | ||
Top Cons |
|
|
ServiceNow Customer Service Management | Zendesk Suite | |||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Incident and problem management |
| |||||||||||||||||||||
Self Help Community |
| |||||||||||||||||||||
Multi-Channel Help |
|
ServiceNow Customer Service Management | Zendesk Suite | |
---|---|---|
Small Businesses | Agiloft Service Desk (discontinued) Score 9.0 out of 10 | Agiloft Service Desk (discontinued) Score 9.0 out of 10 |
Medium-sized Companies | Agiloft Service Desk (discontinued) Score 9.0 out of 10 | Agiloft Service Desk (discontinued) Score 9.0 out of 10 |
Enterprises | Front Score 8.8 out of 10 | Front Score 8.8 out of 10 |
All Alternatives | View all alternatives | View all alternatives |
ServiceNow Customer Service Management | Zendesk Suite | |
---|---|---|
Likelihood to Recommend | 8.0 (8 ratings) | 8.9 (198 ratings) |
Likelihood to Renew | - (0 ratings) | 10.0 (43 ratings) |
Usability | 7.5 (3 ratings) | 8.7 (71 ratings) |
Availability | - (0 ratings) | 8.6 (13 ratings) |
Performance | - (0 ratings) | 8.0 (10 ratings) |
Support Rating | 9.0 (1 ratings) | 6.2 (31 ratings) |
In-Person Training | - (0 ratings) | 10.0 (1 ratings) |
Online Training | - (0 ratings) | 7.9 (9 ratings) |
Implementation Rating | - (0 ratings) | 9.0 (18 ratings) |
Configurability | - (0 ratings) | 9.3 (3 ratings) |
ServiceNow Customer Service Management | Zendesk Suite | |
---|---|---|
Likelihood to Recommend | ![]() ServiceNow
| ![]() Zendesk
|
Pros | ![]() ServiceNow
| ![]() Zendesk
|
Cons | ![]() ServiceNow
| ![]() Zendesk
|
Likelihood to Renew | ![]() ServiceNow No answers on this topic | ![]() Zendesk
|
Usability | ![]() ServiceNow
| ![]() Zendesk
|
Reliability and Availability | ![]() ServiceNow No answers on this topic | ![]() Zendesk
|
Performance | ![]() ServiceNow No answers on this topic | ![]() Zendesk
|
Support Rating | ![]() ServiceNow
| ![]() Zendesk
|
Online Training | ![]() ServiceNow No answers on this topic | ![]() Zendesk
|
Implementation Rating | ![]() ServiceNow No answers on this topic | ![]() Zendesk
|
Alternatives Considered | ![]() ServiceNow
| ![]() Zendesk
|
Return on Investment | ![]() ServiceNow
| ![]() Zendesk
|
ScreenShots | Zendesk Suite Screenshots |