ServiceNow Customer Service Management Alternatives

4.3(148 Ratings)

CRM Customer Engagement Center

Considering alternatives to ServiceNow Customer Service Management? See what this market ServiceNow Customer Service Management users also considered in their purchasing decision. When evaluating different solutions, potential buyers compare competencies in categories such as evaluation and contracting, integration and deployment, service and support, and specific product capabilities.

Check out real reviews verified by Gartner to see how ServiceNow Customer Service Management compares to its competitors and find the best software or service for your organization.

Reviewed in Last 12 Months

How Alternatives Are Selected

1. Zoho Desk

4.5

My overall experience with Zoho Desk is positive. It's a reliable & well structured help desk solution that makes managing customer support much easier. The platform brings tickets from multiple channels like email, chat, social media & phone into one place and helps the support team stay organized & responsive. What has worked well: Zoho Desk does a great job with ticket management & automation. Features like automatic ticket assignment, SLAs and priority rules help ensure customer queries are handled on time. Its multi-channel support works smoothly & prevents requests from being missed. Integration with other Zoho product such as Zoho CRM & Zoho Analytics adds a lot of value by giving better customer context & reporting. The interface is easy to use & onboarding new team members is quick. What hasn't worked well: Some areas of the platform feel less polished, especially the advanced reporting & customization options which can be limited or require higher plans. The UI in some sections feels slightly outdated & setting up complex automation rules can be time taking.Read all insights and reviews for Zoho Desk

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2. Zendesk for customer service

4.4

Zendesk functions as a robust platform that effectively centralizes our high volume of tickets. It potentially provides the scalability for a high-growth environment like ours (I say potentially because it is directly correlated to the level of integration to our backoffice data, which currently is limited), though it requires a significant operational commitment to maintain, and also to implement and sustain AI improvements. It is not so much of a "plug and play" tool and more of an ecosystem that thrives only with dedicated administration and clear internal processes.Read all insights and reviews for Zendesk for customer service

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3. Freshdesk Omni

4.4

I loved every step I took with this tool reasons being: it is cloud based hence my team can manage system access or troubleshoot issues without encountering location restrictions, it provides collaboration tools such as shared dashboards and this ensures that every concern is efficiently and accurately addressed, provides top notch ticketing and supports workflow management. Overall, this tool is helps consolidate communication channels into a single interface. Read all insights and reviews for Freshdesk Omni

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4. Agentforce Service

4.4

The buildability of the tool is very useful. As more areas of the business begin to use the tool functions, data points etc can be added to meet their needs and ensure data is relayed across the business as needed. can record historical interactions with customers and communicate with other teams. Read all insights and reviews for Agentforce Service

Where ServiceNow Customer Service Management Scored Higher

Better evaluation and contracting

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5. Sugar Serve

4.5

We migrated to Sugar Serve to replace a disconnected tech stack where our sales team used one CRM and our support team used a completely separate, siloed ticketing system. The coverall experience has been highly beneficial for organizational alignment. Read all insights and reviews for Sugar Serve

Where ServiceNow Customer Service Management Scored Higher

Better at service and support
Easier to integrate and deploy

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6. Oracle Fusion Service

4.6

Integrating sales, tech support and customer service in only one place!Read all insights and reviews for Oracle Fusion Service

Where ServiceNow Customer Service Management Scored Higher

Better at service and support
Better evaluation and contracting

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7. Microsoft Dynamics 365 Customer Service

4.3

MSFT product groups have an exciting vision for the future of CRM, they listen to customer needs and act based on feedback, the time to market and maturity of the solutions can be improved, but the trajectory and approach are engaging.Read all insights and reviews for Microsoft Dynamics 365 Customer Service

Where ServiceNow Customer Service Management Scored Higher

Better at service and support
Better evaluation and contracting

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8. eGain AI Knowledge Hub

4.6

We use the software as a tool for customer engagement. The productprovides us with a platform for a strong consultation partnership. It has amazing features such as eGain ClickTocall and eGain Call Track for call tracking and real-time analysis of customer engagements. Read all insights and reviews for eGain AI Knowledge Hub

Where ServiceNow Customer Service Management Scored Higher

Better evaluation and contracting

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