# Apptivo vs ServiceNow Customer Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Apptivo excels in **customization** , with users appreciating its modular app-based structure that allows for tailored solutions across various business needs. One user highlighted how it combines CRM, project management, and invoicing into a single platform, making it particularly useful for managing diverse tasks.
- **Users say** that ServiceNow Customer Service Management shines in its **ticketing system** , which is praised for its efficiency in handling a high volume of client emails. Reviewers noted the clean dashboard that helps them quickly identify responses, enhancing their workflow and productivity.
- **According to verified reviews** , Apptivo offers a **superior support experience** , with a high quality of customer service being frequently mentioned. Users have expressed satisfaction with the immediate help they receive, which contributes to a smoother operational experience.
- **Reviewers mention** that ServiceNow provides robust **case management and workflow automation** , which helps teams resolve customer issues more quickly. The integration of AI-powered recommendations is also highlighted as a significant advantage for improving response times.
- **G2 reviewers report** that while Apptivo has a slightly lower overall G2 Score, it still maintains a strong user satisfaction level, particularly in areas like **ease of use** and **ticket creation experience**. Users have noted that the platform is intuitive and easy to navigate, which is crucial for daily operations.
- **Users say** that ServiceNow's **market presence** and extensive feature set make it a strong choice for larger enterprises, but some smaller businesses may find it overwhelming. The complexity of its features can be a barrier for those looking for a straightforward solution.



| | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 223 | 490 | 
| **Largest Market Segment** | Small-Business (81.9% of reviews) | Enterprise (54.6% of reviews) | 
| **Entry Level Price** | $20.00 1 User Per Month | No pricing available | 

---
## Top Pros & Cons

### Apptivo

Pros:
- Customer Support (33 reviews)
- Helpful (20 reviews)

Cons:
- Learning Curve (11 reviews)
- Missing Features (11 reviews)

### ServiceNow Customer Service Management

Pros:
- Ease of Use (34 reviews)
- Features (26 reviews)

Cons:
- Learning Curve (18 reviews)
- Steep Learning Curve (15 reviews)

---
## Ratings Comparison
| Rating | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.5 (175 reviews) | 8.7 (234 reviews) | 
  | **Ease of Use** | 8.3 (181 reviews) | 8.5 (351 reviews) | 
  | **Ease of Setup** | 7.8 (110 reviews) | 8.0 (215 reviews) | 
  | **Ease of Admin** | 8.1 (105 reviews) | 8.4 (93 reviews) | 
  | **Quality of Support** | 9.0 (173 reviews) | 8.4 (287 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.9 (103 reviews) | 8.5 (95 reviews) | 
  | **Product Direction (% positive)** | 8.7 (174 reviews) | 9.1 (231 reviews) | 

---
## Pricing

### Apptivo

#### Entry-Level Pricing

Plan: Lite

Price: $20.00 1 User Per Month

Key Features:
- 18 Apps
- 100 Custom Fields per app
- 25 Workflows

[Browse all 4 editions](https://www.g2.com/products/apptivo/pricing)

#### Free Trial

Yes

### ServiceNow Customer Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### CRM

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | 7.4/10 | 134 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Sales Force Automation

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Contact & Account Management** | 8.3 (106 reviews) ✓ Verified | Not enough data | 
| **Partner Relationship Mgmt. (PRM)** | 6.6 (67 reviews) | Not enough data | 
| **Opportunity & Pipeline Mgmt.** | 7.7 (100 reviews) ✓ Verified | Not enough data | 
| **Task / Activity Management** | 8.1 (93 reviews) ✓ Verified | Not enough data | 
| **Territory & Quota Management** | 7.1 (63 reviews) ✓ Verified | Not enough data | 
| **Desktop Integration** | 7.2 (75 reviews) ✓ Verified | Not enough data | 
| **Product & Price List Management** | 7.7 (78 reviews) ✓ Verified | Not enough data | 
| **Quote & Order Management** | 7.7 (76 reviews) ✓ Verified | Not enough data | 
| **Customer Contract Management** | 7.6 (77 reviews) ✓ Verified | Not enough data | 

#### Marketing Automation

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Email Marketing** | 6.9 (77 reviews) ✓ Verified | Not enough data | 
| **Campaign Management** | 7.1 (69 reviews) ✓ Verified | Not enough data | 
| **Lead Management** | 7.9 (91 reviews) ✓ Verified | Not enough data | 
| **Marketing ROI Analytics** | 6.3 (62 reviews) | Not enough data | 

#### Customer Support

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Case Management** | 7.6 (75 reviews) ✓ Verified | Not enough data | 
| **Customer Support Portal** | 8.0 (76 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 7.6 (74 reviews) ✓ Verified | Not enough data | 
| **Call Center Features** | 7.9 (70 reviews) | Not enough data | 
| **Support Analytics** | 7.7 (66 reviews) ✓ Verified | Not enough data | 

#### Reporting & Analytics

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Reporting** | 7.0 (84 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 7.8 (86 reviews) ✓ Verified | Not enough data | 
| **Forecasting** | 6.5 (63 reviews) ✓ Verified | Not enough data | 

#### Mobile & Social

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Social Collaboration Features** | 6.4 (63 reviews) | Not enough data | 
| **Social Network Integration** | 6.6 (65 reviews) | Not enough data | 
| **Mobile User Support** | 7.4 (71 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Customization** | 8.1 (82 reviews) ✓ Verified | Not enough data | 
| **Workflow Capability** | 7.7 (73 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.2 (78 reviews) ✓ Verified | Not enough data | 
| **Internationalization** | 7.0 (61 reviews) | Not enough data | 
| **Sandbox / Test Environments** | 6.0 (55 reviews) | Not enough data | 
| **Document & Content Mgmt.** | 7.1 (64 reviews) ✓ Verified | Not enough data | 
| **Performance and Reliability** | 8.1 (72 reviews) ✓ Verified | Not enough data | 
| **Output Document Generation** | 7.4 (66 reviews) ✓ Verified | Not enough data | 

#### Integration

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Data Import & Export Tools** | 7.5 (70 reviews) ✓ Verified | Not enough data | 
| **Integration APIs** | 6.8 (59 reviews) ✓ Verified | Not enough data | 
| **Breadth of Partner Applications** | 6.6 (54 reviews) | Not enough data | 

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | 6.9 (24 reviews) | Not enough data | 

#### Agentic AI - CRM

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | 8.7/10 | 16 |
| **ServiceNow Customer Service Management** | 8.2/10 | 112 |

#### Ticket and Case Management

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket creation user experience** | 9.3 (10 reviews) ✓ Verified | 9.0 (78 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.3 (10 reviews) ✓ Verified | 8.8 (79 reviews) ✓ Verified | 
| **Workflow** | 8.6 (11 reviews) ✓ Verified | 8.8 (82 reviews) ✓ Verified | 
| **Response Automation** | 8.7 (10 reviews) ✓ Verified | 8.4 (72 reviews) | 
| **SLA Management** | 7.8 (10 reviews) | 8.7 (71 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.2 (10 reviews) ✓ Verified | 8.4 (69 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.2 (11 reviews) | 8.9 (72 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 9.1 (11 reviews) ✓ Verified | 8.8 (67 reviews) ✓ Verified | 

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (37 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (36 reviews) | 

#### Agentic AI - Help Desk

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (27 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.5 (26 reviews) | 
| **Proactive Assistance** | Not enough data | 7.5 (26 reviews) | 

#### Communication Channels

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Customer Portal** | 8.3 (10 reviews) ✓ Verified | 8.6 (71 reviews) ✓ Verified | 
| **Email to Case** | 8.8 (11 reviews) ✓ Verified | 8.7 (68 reviews) ✓ Verified | 
| **Chat/Live Support** | 9.1 (11 reviews) | 8.2 (60 reviews) ✓ Verified | 
| **Social Integration** | 7.8 (10 reviews) | 7.5 (56 reviews) ✓ Verified | 
| **Voice** | 7.7 (10 reviews) ✓ Verified | 7.8 (55 reviews) ✓ Verified | 

#### Platform

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Mobile User Support** | 9.2 (6 reviews) ✓ Verified | 7.5 (60 reviews) ✓ Verified | 
| **Customization ** | 9.0 (8 reviews) ✓ Verified | 8.3 (69 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.6 (8 reviews) ✓ Verified | 8.7 (73 reviews) ✓ Verified | 
| **Integration** | 6.3 (5 reviews) ✓ Verified | 8.5 (71 reviews) ✓ Verified | 
| **Reporting** | 9.7 (10 reviews) ✓ Verified | 8.6 (69 reviews) ✓ Verified | 
| **Dashboards** | 9.0 (10 reviews) ✓ Verified | 8.7 (72 reviews) ✓ Verified | 

### Project Management

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | 8.1/10 | 27 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Tasks

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Creation & Assignment** | 8.3 (21 reviews) ✓ Verified | Not enough data | 
| **Due Dates** | 8.2 (21 reviews) ✓ Verified | Not enough data | 
| **Task Prioritization** | 8.3 (22 reviews) ✓ Verified | Not enough data | 
| **To-Do Lists** | 8.4 (20 reviews) ✓ Verified | Not enough data | 
| **Dependencies** | 8.1 (21 reviews) ✓ Verified | Not enough data | 
| **Mass Updates** | Feature Not Available | Not enough data | 
| **Drag & Drop** | 8.3 (21 reviews) ✓ Verified | Not enough data | 
| **Recurring Tasks** | Feature Not Available | Not enough data | 

#### Projects

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Planning** | 8.7 (19 reviews) ✓ Verified | Not enough data | 
| **Project Map** | 8.4 (19 reviews) ✓ Verified | Not enough data | 
| **GANTT** | 7.7 (17 reviews) ✓ Verified | Not enough data | 
| **Calendar View** | 8.0 (19 reviews) ✓ Verified | Not enough data | 
| **Views** | 8.2 (21 reviews) ✓ Verified | Not enough data | 
| **Project Budgeting** | Feature Not Available | Not enough data | 
| **Issue Tracking** | Feature Not Available | Not enough data | 
| **Templates** | 8.7 (20 reviews) ✓ Verified | Not enough data | 
| **Critical Path** | Feature Not Available | Not enough data | 
| **Time & Expense** | 7.8 (18 reviews) ✓ Verified | Not enough data | 
| **Methodologies** | 7.5 (17 reviews) ✓ Verified | Not enough data | 

#### Resource Management

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Resource Definiton** | 8.2 (18 reviews) ✓ Verified | Not enough data | 
| **Capacity** | 8.0 (18 reviews) ✓ Verified | Not enough data | 
| **Scheduling** | 7.9 (21 reviews) ✓ Verified | Not enough data | 

#### Project Monitoring

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Baselining / KPIs** | 7.9 (16 reviews) ✓ Verified | Not enough data | 
| **Resource Allocation** | 7.9 (16 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.6 (20 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | 7.1 (7 reviews) | Not enough data | 
| **AI Text Summarization** | 7.1 (7 reviews) | Not enough data | 

#### Agentic AI - Project Management

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Administration

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 
| **Open Listening** | Not enough data | Not enough data | 
| **Physical Media** | Not enough data | Not enough data | 

#### Design

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 
| **Create Content** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Inbound Identification** | Not enough data | Not enough data | 
| **Regulatory Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Usability

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 
| **Supporting Documents** | Not enough data | Not enough data | 
| **Two-Way Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Quality Assurance

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 
| **Calibration** | Not enough data | Not enough data | 
| **Reports** | Not enough data | Not enough data | 

#### Engagement

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Training** | Not enough data | Not enough data | 

#### Performance

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Voice** | Not enough data | Not enough data | 
| **Social** | Not enough data | Not enough data | 
| **Web Chat** | Not enough data | Not enough data | 
| **Mobile SMS** | Not enough data | Not enough data | 
| **Email** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Functions

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Session Routing** | Not enough data | Not enough data | 
| **Session Queuing** | Not enough data | Not enough data | 
| **Concurrent Calling** | Not enough data | Not enough data | 
| **Speech Analytics** | Not enough data | Not enough data | 
| **Auto Dialer** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Inbound Screen Pop** | Not enough data | Not enough data | 
| **Persistent Data** | Not enough data | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Session Summary Notes** | Not enough data | Not enough data | 
| **Administrator Access** | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 
| **Session Recording** | Not enough data | Not enough data | 
| **Agent Scheduling and Assignment** | Not enough data | Not enough data | 

### Billing

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | 8.4/10 | 20 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Bill Generation

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Templates** | 8.8 (17 reviews) | Not enough data | 
| **Digital Billing** | 8.7 (18 reviews) | Not enough data | 
| **Recurring Billing** | 8.6 (16 reviews) | Not enough data | 

#### Bill Processing

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Consolidation** | 8.6 (17 reviews) | Not enough data | 
| **Batch Invoicing** | 7.9 (15 reviews) | Not enough data | 
| **Management** | 8.3 (17 reviews) | Not enough data | 

#### Integration

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Accounting** | 8.3 (16 reviews) | Not enough data | 
| **Payments** | 8.8 (16 reviews) | Not enough data | 
| **ERP** | 7.7 (15 reviews) | Not enough data | 

#### Agentic AI - Billing

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.1/10 | 30 |

#### Workforce Management

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.1 (25 reviews) | 
| **Skills Management** | Not enough data | 8.2 (25 reviews) | 
| **Shift Scheduling** | Not enough data | 8.1 (24 reviews) | 
| **Agent Self-Service** | Not enough data | 8.0 (23 reviews) | 
| **Mobile Access** | Not enough data | 7.6 (21 reviews) | 

#### Administration

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Automation** | Not enough data | 8.4 (25 reviews) | 
| **Performance Analysis** | Not enough data | 8.5 (26 reviews) | 
| **Dashboards** | Not enough data | 8.1 (26 reviews) | 
| **Forecasting** | Not enough data | 7.9 (23 reviews) | 
| **Intraday Management** | Not enough data | 7.9 (23 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.6/10 | 10 |

#### Conversational Platform

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Personalization** | Not enough data | 8.8 (8 reviews) | 
| **Omnichannel** | Not enough data | 8.8 (7 reviews) | 
| **Contextual Engagement** | Not enough data | 9.0 (7 reviews) | 
| **Proactive Engagement** | Not enough data | 8.8 (7 reviews) | 

#### Support Automation

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.6 (7 reviews) | 
| **Seamless Escalation** | Not enough data | 9.3 (7 reviews) | 
| **Transcripts** | Not enough data | 7.9 (7 reviews) | 
| **Self-Serve Support** | Not enough data | 7.7 (8 reviews) | 

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.6 (6 reviews) | 
| **AI Text Summarization** | Not enough data | 8.6 (6 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.3/10 | 143 |

#### Customer Support

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Text** | Not enough data | 9.0 (40 reviews) | 
| **Speech** | Not enough data | 7.5 (17 reviews) | 
| **Knowledge Base** | Not enough data | 8.6 (32 reviews) | 

#### Automation

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 9.4 (48 reviews) | 
| **Customization** | Not enough data | 7.3 (62 reviews) | 
| **Intelligent Routing** | Not enough data | 8.7 (30 reviews) | 

#### Artificial Intelligence

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Learning** | Not enough data | 8.2 (23 reviews) | 
| **Language** | Not enough data | 8.5 (17 reviews) | 
| **Conversational AI** | Not enough data | 8.0 (27 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.5/10 | 81 |

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.5 (10 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (9 reviews) | 
| **AI Text-to-Speech** | Not enough data | 8.5 (9 reviews) | 

#### Communication

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.3 (26 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.8 (25 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.5 (26 reviews) | 
| **In-App Messaging** | Not enough data | 8.3 (25 reviews) | 
| **Co-Browsing** | Not enough data | 8.2 (25 reviews) | 

####  Internal Use

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Customization ** | 9.0 (8 reviews) ✓ Verified | 8.3 (69 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.6 (25 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.4 (23 reviews) | 
| **Knowledge Base** | Not enough data | 8.9 (27 reviews) | 
| **Team Inbox ** | Not enough data | 8.5 (26 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.5 (25 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.6/10 | 60 |

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.2 (23 reviews) | 

#### Self-Service Experience

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.1 (50 reviews) | 
| **Searchable Articles** | Not enough data | 8.0 (45 reviews) | 
| **Community Forums** | Not enough data | 7.6 (44 reviews) | 
| **Mobile Optimization** | Not enough data | 6.7 (42 reviews) | 
| **Personalization** | Not enough data | 8.0 (46 reviews) | 

#### Self-Service Platform

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Branding** | Not enough data | 8.2 (47 reviews) | 
| **Automation** | Not enough data | 8.1 (46 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.7 (44 reviews) | 
| **Integrations** | Not enough data | 8.2 (48 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.9 (18 reviews) | 
| **Multi-step Planning** | Not enough data | 7.3 (17 reviews) | 
| **Cross-system Integration** | Not enough data | 7.5 (17 reviews) | 
| **Adaptive Learning** | Not enough data | 7.3 (17 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.7 (18 reviews) | 
| **Proactive Assistance** | Not enough data | 7.5 (17 reviews) | 
| **Decision Making** | Not enough data | 7.3 (17 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.8/10 | 12 |

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Process

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Mentions** | Not enough data | Feature Not Available | 
| **Tickets** | Not enough data | 9.3 (9 reviews) | 
| **Macros** | Not enough data | 7.2 (6 reviews) | 

#### Channels

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Email** | Not enough data | 9.3 (7 reviews) | 
| **Social** | Not enough data | 7.8 (6 reviews) | 
| **Live Chat** | Not enough data | 7.5 (6 reviews) | 
| **Phone** | Not enough data | 7.2 (6 reviews) | 
| **Text** | Not enough data | 7.6 (7 reviews) | 

#### Insight

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Surveys** | Not enough data | 7.1 (7 reviews) | 
| **Reporting** | Not enough data | 6.7 (7 reviews) | 
| **Visitor Activity** | Not enough data | 7.9 (7 reviews) | 
| **Help Desk** | Not enough data | 8.3 (8 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.6/10 | 8 |

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (8 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (7 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Survey Management

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | 

#### Process Management

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | 

#### System Management

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | 

### Field Service Management

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | 7.9/10 | 26 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Generative AI

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | 6.9 (6 reviews) | Not enough data | 
| **AI Image-to-Text** | 6.9 (6 reviews) | Not enough data | 

#### Before the Job

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Calendar** | 9.0 (23 reviews) | Not enough data | 
| **Dispatch** | 7.8 (20 reviews) | Not enough data | 
| **Roles** | 8.1 (24 reviews) | Not enough data | 
| **Booking** | 8.2 (20 reviews) | Not enough data | 

#### On the Job

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Location** | 7.8 (20 reviews) | Not enough data | 
| **Employee Communication** | 7.9 (21 reviews) | Not enough data | 
| **Behavior Monitoring** | 8.0 (19 reviews) | Not enough data | 
| **Client Notifications** | 7.9 (21 reviews) | Not enough data | 
| **Field Sales** | 8.3 (18 reviews) | Not enough data | 

#### After the Job

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Reports** | 7.9 (22 reviews) | Not enough data | 
| **Analytics** | 7.0 (20 reviews) | Not enough data | 
| **Invoicing** | 8.3 (20 reviews) | Not enough data | 
| **CRM Integrations** | 8.5 (21 reviews) | Not enough data | 

#### Agentic AI - Field Service Management

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Accounting & Finance

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Agentic AI - Accounting & Finance

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

### Time Tracking

| Product | Score | Reviews |
|---|---|---|
| **Apptivo** | 8.6/10 | 27 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Time Tracking

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Ease of Completing Timesheets** | 7.5 (19 reviews) | Not enough data | 
| **Tracking Time to Project/Task** | 8.2 (21 reviews) | Not enough data | 
| **Billable Time Rate Management** | 7.9 (19 reviews) | Not enough data | 

#### Client Invoicing

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Invoice Creation and Delivery** | 9.2 (15 reviews) | Not enough data | 
| **Electronic Payments** | 9.2 (14 reviews) | Not enough data | 
| **Project Accounting / Revenue Recognition** | Feature Not Available | Not enough data | 

#### Mobile Time Tracking

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Time Tracking** | 8.0 (16 reviews) | Not enough data | 

#### Administration

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Business Tool Integration** | 8.3 (16 reviews) | Not enough data | 
| **Workflow** | 8.2 (17 reviews) | Not enough data | 
| **Automated Reminders** | 8.6 (17 reviews) | Not enough data | 
| **Policy Compliance Management** | 8.6 (14 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.8 (17 reviews) | Not enough data | 

#### Platform

| Feature | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Reporting** | 8.5 (17 reviews) | Not enough data | 
| **APIs / Integration** | 9.4 (14 reviews) | Not enough data | 
| **Internationalization** | 9.0 (13 reviews) | Not enough data | 
| **Performance and Reliability** | 9.0 (17 reviews) | Not enough data | 
| **Mobile User Support** | 8.4 (15 reviews) | Not enough data | 
| **Offline** | Feature Not Available | Not enough data | 

---
## Categories
**Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Apptivo (5):** [Time Tracking Software](https://www.g2.com/categories/time-tracking-software), [CRM Software](https://www.g2.com/categories/crm), [Billing Software](https://www.g2.com/categories/billing), [Field Service Management Software](https://www.g2.com/categories/field-service-management), [Project Management Software](https://www.g2.com/categories/project-management)

**Unique to ServiceNow Customer Service Management (13):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Software](https://www.g2.com/categories/contact-center), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Small-Business** | 81.9% | 11.4% | 
| **Mid-Market** | 14.0% | 34.0% | 
| **Enterprise** | 4.2% | 54.6% | 

### By Industry

#### Apptivo

- **Information Technology and Services:** 6.5%
- **Construction:** 6.5%
- **Marketing and Advertising:** 6.1%
- **Financial Services:** 3.7%
- **Telecommunications:** 3.7%
- **Computer Software:** 3.7%
- **Real Estate:** 3.7%
- **Consulting:** 2.8%
- **Professional Training & Coaching:** 2.8%
- **Education Management:** 2.3%
- **Other:** 57.9%

#### ServiceNow Customer Service Management

- **Information Technology and Services:** 33.8%
- **Telecommunications:** 4.8%
- **Financial Services:** 4.8%
- **Computer Software:** 4.3%
- **Hospital & Health Care:** 3.5%
- **Consulting:** 3.2%
- **Computer & Network Security:** 3.2%
- **Retail:** 2.9%
- **Banking:** 2.7%
- **Consumer Services:** 2.7%
- **Other:** 34.0%

---
## Alternatives

### Alternatives to Apptivo

- [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews)
- [Bitrix24](https://www.g2.com/products/bitrix24/reviews) — 4.1/5 stars (608 reviews)
- [Creatio](https://www.g2.com/products/creatio/reviews) — 4.6/5 stars (359 reviews)
- [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) — 4.4/5 stars (25864 reviews)
- [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) — 4.4/5 stars (13892 reviews)
- [Pipedrive](https://www.g2.com/products/pipedrive/reviews) — 4.3/5 stars (3103 reviews)
- [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) — 4.1/5 stars (2945 reviews)
- [Nutshell](https://www.g2.com/products/nutshell/reviews) — 4.3/5 stars (1443 reviews)
- [Nimble CRM](https://www.g2.com/products/nimble/reviews) — 4.5/5 stars (1114 reviews)
- [Insightly CRM](https://www.g2.com/products/insightly-crm/reviews) — 4.2/5 stars (945 reviews)

### Alternatives to ServiceNow Customer Service Management

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7356 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7011 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3754 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7814 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3894 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (753 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (565 reviews)

---
## Top Discussions

### Apptivo

- Title: [Is Apptivo compatible with all Browsers?](https://www.g2.com/discussions/6042-6) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Apptivo works with FireFox, Chrome, Safari and Internet Explorer. We strive hard to keep up with browser releases, but there is generally a lag between a new..."
- Title: [How do I restrict the Apps that each employee can access?](https://www.g2.com/discussions/6041-5) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "There is a ‘Roles’ section in the employee definition/maintenance page. You can assign the appropriate roles for each employee, which will ensure they have..."
- Title: [How secure is my data?](https://www.g2.com/discussions/6040-4) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "We are an SSAE16 certified organization which employs several levels of security to ensure that your data is safe and secure:

Communication Layer
All the..."
- Title: [Do I need an experienced IT consultant to setup/manage my account?](https://www.g2.com/discussions/6039-3) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "No that’s not needed. If you are just getting started, you should be able to navigate around the various Apps and get started with the ones that are most..."
- Title: [Can I access Apptivo Apps using my Mobile phone?](https://www.g2.com/discussions/2-2134f482-97c6-409e-93a3-a96d1361af50) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Apptivo is accessible through all mobile phones using our Android, iOS, or Windows apps.  You can also use your mobile web browser to access Apptivo as well."

### ServiceNow Customer Service Management

- Title: [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) — 2 comments
  > **Top comment:** "No, it is not. It is much more than that. Its Customer Service Management application (which is one feature among many many others) is the equivalent to a CRM."
- Title: [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) — 1 comment
  > **Top comment:** "The answer is hidden in your question, Customer Service Management. It can manage all king of services like changes, incidents, service requests etc. "
- Title: [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) — 1 comment
  > **Top comment:** "Its one stop solution for handling your customer enquiries and making a smooth communication with them"
- Title: [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) — 1 comment
  > **Top comment:** "It is one solution for all your customer queries "

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/apptivo-vs-servicenow-customer-service-management)