# Apptivo vs ServiceNow Customer Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Apptivo excels in providing an all-in-one solution for small businesses, integrating CRM, project management, and invoicing into a single platform. Users appreciate the flexibility and modular structure, which allows for tailored customization to fit various business needs.
- **Users say** that ServiceNow Customer Service Management shines in centralizing customer support operations, making it easier to manage cases and automate workflows. Reviewers highlight the effectiveness of features like Advanced Work Assignment, which significantly boosts team efficiency.
- **According to verified reviews** , Apptivo's user experience is particularly strong in ticket creation and response, with users noting a seamless process that enhances productivity. This is especially beneficial for professionals managing multiple tasks, such as healthcare providers who need to keep their work organized.
- **Reviewers mention** that while ServiceNow offers robust features for larger enterprises, it may not be as intuitive for smaller businesses. Some users have pointed out that sticking to out-of-the-box functionality is crucial to avoid complications, which could be a drawback for those seeking extensive customization.
- **G2 reviewers highlight** Apptivo's superior quality of support, with a score that stands out compared to ServiceNow. Users have expressed satisfaction with the responsiveness and helpfulness of Apptivo's support team, which is vital for businesses that rely on timely assistance.
- **Users report** that while both platforms have strong reporting capabilities, Apptivo's reporting features receive particularly high praise. Reviewers appreciate the detailed insights and analytics that help them make informed business decisions, which is essential for small business owners looking to optimize their operations.



| | Apptivo | ServiceNow Customer Service Management | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 223 | 489 | 
| **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 (25865 reviews)
- [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) — 4.4/5 stars (13891 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 (7812 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)