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At a Glance
Market Segments
Mid-Market (55.4% of reviews)
Enterprise (60.9% of reviews)
Entry-Level Pricing
$19.99 1 User Per Month
No pricing available
Computer
Star Rating
(161)4.4 out of 5
Market Segments
Mid-Market (55.4% of reviews)
Pros & Cons
Entry-Level Pricing
$19.99 1 User Per Month
Browse all 3 pricing plansServiceNow Customer Service Management
Star Rating
(236)4.4 out of 5
Market Segments
Enterprise (60.9% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ServiceNow Customer Service ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that ServiceNow Customer Service Management excels in its robust SLA Management features, scoring 8.7, which allows for effective tracking and management of service level agreements. In contrast, DevRev's SLA Management received a score of 8.5, indicating slightly less effectiveness in this area.
- Reviewers mention that the Ease of Admin in DevRev is notably higher at 9.0 compared to ServiceNow's 8.4, suggesting that users find DevRev's administrative tasks more straightforward and user-friendly, which can significantly enhance operational efficiency.
- G2 users highlight the Quality of Support for DevRev, which scored 9.2, as a standout feature, with many praising the responsiveness and helpfulness of the support team. ServiceNow, while still strong at 8.4, does not match the level of support satisfaction reported by DevRev users.
- Users on G2 indicate that the Ticket Creation User Experience is slightly better in DevRev (9.0) compared to ServiceNow (8.9), suggesting that the interface and process for creating tickets are more intuitive and efficient in DevRev.
- Reviewers mention that the Knowledge Base feature in DevRev is highly rated at 8.8, with users appreciating its comprehensive and easily searchable articles. ServiceNow's Knowledge Base, while also strong at 8.9, does not receive the same level of enthusiasm for usability and content quality.
- Users say that the AI Text Generation capabilities in ServiceNow (8.5) are superior to those in DevRev (6.9), with many reviewers noting that ServiceNow's AI features provide more accurate and contextually relevant outputs, making it a better choice for organizations that rely heavily on automated text generation.
Pricing
Entry-Level Pricing
Computer
Starter
$19.99
1 User Per Month
For startups and small customer support teams
- Omni-channel routing
- Automation and workflows
- Customizable data and insights
ServiceNow Customer Service Management
No pricing availableFree Trial
Computer
Free Trial is available
ServiceNow Customer Service Management
Free Trial is available
Ratings
Meets Requirements
8.4
132
8.7
160
Ease of Use
8.6
132
8.4
177
Ease of Setup
7.9
77
7.9
116
Ease of Admin
8.8
46
8.4
78
Quality of Support
9.0
128
8.3
142
Has the product been a good partner in doing business?
9.2
45
8.5
80
Product Direction (% positive)
9.5
132
9.2
145
Features by Category
Ticket and Case Management
8.6
37
8.9
60
|
Verified
8.3
37
8.9
60
|
Verified
8.4
37
8.7
60
|
Verified
7.8
34
8.3
57
8.1
36
8.7
59
|
Verified
8.2
37
8.4
58
|
Verified
8.5
37
8.8
57
|
Verified
8.3
36
8.7
57
|
Verified
Generative AI
7.7
33
7.2
32
8.2
33
6.9
31
Agentic AI - Help Desk
6.8
18
7.3
22
6.6
17
7.3
22
6.5
17
7.3
22
Communication Channels
8.2
35
8.6
59
|
Verified
8.2
36
8.6
59
|
Verified
8.0
34
8.0
52
|
Verified
6.1
31
7.4
51
|
Verified
5.5
31
7.7
49
|
Verified
Platform
6.9
33
7.3
53
|
Verified
7.7
35
8.1
60
|
Verified
8.6
33
8.5
59
|
Verified
8.1
34
8.2
58
|
Verified
7.2
33
8.5
59
|
Verified
7.3
33
8.6
60
|
Verified
Administration
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
8.3
5
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
7.8
20
Not enough data
8.2
19
Not enough data
8.3
21
Not enough data
Knowledge Management
8.6
20
Not enough data
8.5
18
Not enough data
7.4
18
Not enough data
Compliance
7.6
18
Not enough data
7.3
18
Not enough data
7.8
18
Not enough data
7.6
18
Not enough data
Customer Support
8.0
19
Not enough data
8.2
18
Not enough data
7.6
18
Not enough data
Data Security
7.7
18
Not enough data
7.8
18
Not enough data
7.9
18
Not enough data
8.5
17
Not enough data
Administration
8.2
20
Not enough data
8.1
20
Not enough data
8.1
19
Not enough data
Generative AI
8.5
19
Not enough data
Usability
8.8
16
Not enough data
8.2
16
Not enough data
8.7
15
Not enough data
Reporting
7.9
13
Not enough data
8.1
14
Not enough data
7.7
13
Not enough data
Generative AI
8.1
14
Not enough data
8.3
12
Not enough data
Workforce Management
Not enough data
8.1
25
Not enough data
8.2
25
Not enough data
8.1
24
Not enough data
8.0
23
Not enough data
7.8
21
Administration
Not enough data
8.5
25
Not enough data
8.7
26
Not enough data
8.3
26
Not enough data
8.1
23
Not enough data
8.0
23
Conversational Platform
Not enough data
8.6
6
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
8.6
6
Support Automation
Not enough data
8.3
6
Not enough data
9.2
6
Not enough data
7.5
6
Not enough data
7.2
6
Generative AI
Not enough data
8.3
5
Not enough data
8.3
5
Customer Support
Not enough data
7.9
13
Not enough data
7.1
12
Not enough data
8.2
13
Automation
Not enough data
8.7
13
Not enough data
8.3
13
Not enough data
8.3
13
Artificial Intelligence
Not enough data
8.5
13
Not enough data
8.2
12
Not enough data
8.1
12
Generative AI
7.1
8
8.5
10
7.3
8
8.3
9
Feature Not Available
8.5
9
Communication
8.3
11
8.3
24
|
Verified
8.8
11
8.9
23
|
Verified
7.9
8
8.5
24
9.0
8
8.4
23
7.4
7
8.2
23
Internal Use
7.7
35
8.1
60
|
Verified
7.7
10
8.6
23
|
Verified
6.9
9
8.3
21
8.6
11
8.9
24
8.8
10
8.5
24
|
Verified
8.5
11
8.5
24
|
Verified
Generative AI
8.3
23
6.9
21
Self-Service Experience
8.5
24
7.9
43
8.5
24
7.8
39
Feature Not Available
7.4
39
6.7
22
6.4
38
7.7
24
7.7
40
Self-Service Platform
8.0
23
8.0
42
8.0
23
8.0
41
8.3
22
7.6
39
8.4
23
8.0
41
Agentic AI - Customer Self-Service
6.0
8
6.6
15
4.6
8
7.0
15
6.0
8
7.2
15
6.5
8
7.1
15
6.9
8
7.3
15
6.4
7
7.2
15
5.7
7
7.1
15
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Process
Not enough data
6.9(won by default)
7
Not enough data
9.0(won by default)
7
Not enough data
7.3(won by default)
5
Channels
Not enough data
9.4(won by default)
6
Not enough data
7.7(won by default)
5
Not enough data
7.7(won by default)
5
Not enough data
7.3(won by default)
5
Not enough data
7.5(won by default)
6
Insight
Not enough data
7.2(won by default)
6
Not enough data
6.9(won by default)
6
Not enough data
7.8(won by default)
6
Not enough data
8.3(won by default)
7
Generative AI
8.7
20
Not enough data
8.7
19
Not enough data
Agentic AI - Google Workspace Communication Tools
Not enough data
Not enough data
Communication
8.0
17
Not enough data
8.3
15
Not enough data
7.5
16
Not enough data
Planning
7.9
14
Not enough data
8.0
15
Not enough data
7.3
14
Not enough data
7.8
15
Not enough data
7.4
14
Not enough data
Workflow Management
7.9
13
Not enough data
7.9
13
Not enough data
6.8
13
Not enough data
7.3
13
Not enough data
Categories
Categories
Shared Categories
Computer and ServiceNow Customer Service Management are categorized as Live Chat, Help Desk, Customer Self-Service, and Digital Customer Service Platforms
Unique Categories
Computer is categorized as Shared Inbox, Complaint Management, Contact Center Knowledge Base, IT Service Management (ITSM) Tools, Google Workspace Communication Tools, and Product Management
ServiceNow Customer Service Management is categorized as Customer Service Automation, Social Customer Service, Contact Center Workforce, and Conversational Support
Reviews
Reviewers' Company Size
Computer
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow Customer Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
22.2%
Financial Services
17.7%
Information Technology and Services
11.4%
Human Resources
5.7%
Insurance
4.4%
Other
38.6%
Information Technology and Services
36.0%
Telecommunications
5.8%
Computer Software
5.8%
Financial Services
4.4%
Hospital & Health Care
4.0%
Other
44.0%
Alternatives
Discussions
Computer has no discussions with answers
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