# LiveChat vs ServiceNow Customer Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that LiveChat excels in **ease of use** , with users appreciating its intuitive interface that allows for quick navigation and management of chats. One user highlighted the ability to easily sort through conversations and send chat transcripts, making it a reliable tool for support teams.
- **Users say** that ServiceNow Customer Service Management shines in **centralizing customer support operations**. Reviewers noted that it effectively manages cases and automates workflows, which enhances communication between support teams and customers. This centralization is seen as a significant advantage for larger organizations.
- **According to verified reviews** , LiveChat offers a superior **implementation experience** , with many users praising its quick setup process. The intuitive onboarding wizard helps new users get started without hassle, which is particularly beneficial for small businesses looking for a straightforward solution.
- **Reviewers mention** that ServiceNow Customer Service Management provides robust **workflow automation** features, with one user specifically calling out the Advanced Work Assignment as a gamechanger for team efficiency. This feature allows for seamless task distribution, which is crucial for larger enterprises managing high volumes of customer interactions.
- **G2 reviewers highlight** that LiveChat's **real-time notifications** and features like "message sneak peek" significantly enhance the user experience. This allows support agents to anticipate customer needs and respond more quickly, which is a key factor in customer satisfaction.
- **Users report** that while ServiceNow Customer Service Management is effective for larger organizations, it may not be as user-friendly for smaller teams. Some users noted that sticking to out-of-the-box functionality is essential to avoid complications, which could be a drawback for those seeking more customization.



| | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 810 | 470 | 
| **Largest Market Segment** | Small-Business (44.4% of reviews) | Enterprise (53.6% of reviews) | 
| **Entry Level Price** | $19.00 100 Visitors Per Month | No pricing available | 

---
## Top Pros & Cons

### LiveChat

Pros:
- Ease of Use (24 reviews)
- Features (20 reviews)

Cons:
- Not Intuitive (7 reviews)
- Chatbot Issues (6 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 | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
  | **Meets Requirements** | 9.1 (708 reviews) | 8.7 (218 reviews) | 
  | **Ease of Use** | 9.3 (707 reviews) | 8.5 (333 reviews) | 
  | **Ease of Setup** | 9.0 (287 reviews) | 8.0 (198 reviews) | 
  | **Ease of Admin** | 9.1 (277 reviews) | 8.4 (87 reviews) | 
  | **Quality of Support** | 9.1 (656 reviews) | 8.4 (270 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (269 reviews) | 8.5 (89 reviews) | 
  | **Product Direction (% positive)** | 8.3 (700 reviews) | 9.0 (214 reviews) | 

---
## Pricing

### LiveChat

#### Entry-Level Pricing

Plan: Starter

Price: $19.00 100 Visitors Per Month

Description: Small business

Key Features:
- Text Intelligence
- Track up to 100 visitors
- 1 recurring campaign

[Browse all 3 editions](https://www.g2.com/products/livechat/pricing)

#### Free Trial

Yes

### ServiceNow Customer Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **LiveChat** | 8.8/10 | 439 |
| **ServiceNow Customer Service Management** | 8.3/10 | 110 |

#### Ticket and Case Management

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (248 reviews) | 9.0 (78 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.1 (245 reviews) | 8.8 (78 reviews) ✓ Verified | 
| **Workflow** | 9.0 (239 reviews) | 8.8 (80 reviews) ✓ Verified | 
| **Response Automation** | 9.2 (253 reviews) | 8.3 (69 reviews) | 
| **SLA Management** | 8.5 (156 reviews) | 8.7 (71 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 9.0 (231 reviews) | 8.4 (68 reviews) ✓ Verified | 
| **Ticket Collaboration** | 9.1 (230 reviews) | 8.9 (70 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.9 (142 reviews) ✓ Verified | 8.8 (68 reviews) ✓ Verified | 

#### Generative AI

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | 6.4 (6 reviews) | 7.4 (37 reviews) | 
| **AI Text Summarization** | 7.2 (6 reviews) | 7.2 (36 reviews) | 

#### Agentic AI - Help Desk

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.6 (28 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.5 (26 reviews) | 
| **Proactive Assistance** | Not enough data | 7.7 (27 reviews) | 

#### Communication Channels

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Customer Portal** | 9.2 (220 reviews) ✓ Verified | 8.6 (69 reviews) ✓ Verified | 
| **Email to Case** | 9.3 (232 reviews) ✓ Verified | 8.7 (68 reviews) ✓ Verified | 
| **Chat/Live Support** | 9.4 (269 reviews) ✓ Verified | 8.2 (61 reviews) ✓ Verified | 
| **Social Integration** | 8.9 (222 reviews) ✓ Verified | 7.5 (56 reviews) ✓ Verified | 
| **Voice** | 8.5 (108 reviews) | 7.8 (55 reviews) ✓ Verified | 

#### Platform

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Mobile User Support** | 9.1 (82 reviews) ✓ Verified | 7.5 (61 reviews) ✓ Verified | 
| **Customization ** | 8.4 (281 reviews) ✓ Verified | 8.3 (70 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.2 (88 reviews) ✓ Verified | 8.7 (74 reviews) ✓ Verified | 
| **Integration** | 8.9 (73 reviews) ✓ Verified | 8.5 (71 reviews) ✓ Verified | 
| **Reporting** | 9.0 (213 reviews) ✓ Verified | 8.6 (68 reviews) ✓ Verified | 
| **Dashboards** | 9.1 (217 reviews) ✓ Verified | 8.7 (71 reviews) ✓ Verified | 

### Conversational Marketing

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

#### Messenger

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Sequencing** | Not enough data | Not enough data | 
| **AI** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customization Interface** | Not enough data | Not enough data | 

#### Channels

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Social Media** | Not enough data | Not enough data | 
| **Website** | Not enough data | Not enough data | 
| **Text Message (SMS)** | Not enough data | Not enough data | 
| **Voice Assistants** | Not enough data | Not enough data | 
| **Other** | Not enough data | Not enough data | 

#### Customers

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Targeting** | Not enough data | Not enough data | 
| **Profiles** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Lead Gathering** | Not enough data | Not enough data | 
| **Sales Conversion** | Not enough data | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | LiveChat | 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 |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Administration

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

### Customer Communications Management

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

#### Channels

| Feature | LiveChat | 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 | LiveChat | 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 | LiveChat | 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 |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Usability

| Feature | LiveChat | 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 | LiveChat | 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 | LiveChat | 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 |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Quality Assurance

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

#### Generative AI

| Feature | LiveChat | 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 |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

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

#### Functions

| Feature | LiveChat | 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 | LiveChat | 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 | LiveChat | 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 | 

### Chatbots

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

#### Responses

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Customization** | Not enough data | Not enough data | 
| **Control** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Menu bars** | Not enough data | Not enough data | 
| **Drip sequences** | Not enough data | Not enough data | 

#### Platform

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Live chat** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Branding** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **A/B testing** | Not enough data | Not enough data | 
| **Role-based access** | Not enough data | Not enough data | 
| **Collection of information** | Not enough data | Not enough data | 

#### Generative AI

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

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.1/10 | 31 |

#### Workforce Management

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.2 (26 reviews) | 
| **Skills Management** | Not enough data | 8.2 (25 reviews) | 
| **Shift Scheduling** | Not enough data | 8.2 (25 reviews) | 
| **Agent Self-Service** | Not enough data | 8.0 (23 reviews) | 
| **Mobile Access** | Not enough data | 7.6 (21 reviews) | 

#### Administration

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Automation** | Not enough data | 8.5 (26 reviews) | 
| **Performance Analysis** | Not enough data | 8.5 (26 reviews) | 
| **Dashboards** | Not enough data | 8.1 (27 reviews) | 
| **Forecasting** | Not enough data | 7.9 (23 reviews) | 
| **Intraday Management** | Not enough data | 8.0 (24 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.6/10 | 11 |

#### Conversational Platform

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Personalization** | Not enough data | 8.7 (9 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 (8 reviews) | 

#### Support Automation

| Feature | LiveChat | 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 | LiveChat | 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 |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.4/10 | 125 |

#### Customer Support

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Text** | Not enough data | 8.8 (33 reviews) | 
| **Speech** | Not enough data | 7.5 (17 reviews) | 
| **Knowledge Base** | Not enough data | 8.7 (30 reviews) | 

#### Automation

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 9.4 (45 reviews) | 
| **Customization** | Not enough data | 7.4 (58 reviews) | 
| **Intelligent Routing** | Not enough data | 8.7 (29 reviews) | 

#### Artificial Intelligence

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Learning** | Not enough data | 8.3 (20 reviews) | 
| **Language** | Not enough data | 8.6 (17 reviews) | 
| **Conversational AI** | Not enough data | 8.2 (25 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **LiveChat** | 8.5/10 | 404 |
| **ServiceNow Customer Service Management** | 8.5/10 | 82 |

#### Generative AI

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | 7.7 (10 reviews) | 8.5 (10 reviews) | 
| **AI Text Summarization** | 7.8 (9 reviews) | 8.3 (9 reviews) | 
| **AI Text-to-Speech** | Feature Not Available | 8.5 (9 reviews) | 

#### Communication

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Pop-up Chat** | 9.2 (330 reviews) ✓ Verified | 8.3 (26 reviews) ✓ Verified | 
| **Notifications** | 8.9 (328 reviews) ✓ Verified | 8.8 (25 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (221 reviews) | 8.5 (26 reviews) | 
| **In-App Messaging** | 8.8 (269 reviews) ✓ Verified | 8.3 (25 reviews) | 
| **Co-Browsing** | 8.3 (30 reviews) | 8.2 (25 reviews) | 

####  Internal Use

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Customization ** | 8.4 (281 reviews) ✓ Verified | 8.3 (70 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.8 (305 reviews) ✓ Verified | 8.6 (25 reviews) ✓ Verified | 
| **Lead Development** | 8.6 (255 reviews) ✓ Verified | 8.4 (23 reviews) | 
| **Knowledge Base** | 8.6 (259 reviews) ✓ Verified | 8.9 (27 reviews) | 
| **Team Inbox ** | 8.6 (244 reviews) ✓ Verified | 8.5 (26 reviews) ✓ Verified | 
| **Customer Profiles** | 8.4 (249 reviews) ✓ Verified | 8.5 (25 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **LiveChat** | 8.3/10 | 8 |
| **ServiceNow Customer Service Management** | 7.6/10 | 58 |

#### Generative AI

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

#### Self-Service Experience

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.1 (49 reviews) | 
| **Searchable Articles** | Not enough data | 8.0 (45 reviews) | 
| **Community Forums** | Feature Not Available | 7.6 (43 reviews) | 
| **Mobile Optimization** | Not enough data | 6.7 (42 reviews) | 
| **Personalization** | Not enough data | 7.9 (45 reviews) | 

#### Self-Service Platform

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Branding** | Not enough data | 8.2 (47 reviews) | 
| **Automation** | 8.3 (5 reviews) | 8.1 (45 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.7 (43 reviews) | 
| **Integrations** | Not enough data | 8.2 (47 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.9 (18 reviews) | 
| **Multi-step Planning** | Not enough data | 7.4 (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 | 7.8 (18 reviews) | 
| **Proactive Assistance** | Not enough data | 7.5 (17 reviews) | 
| **Decision Making** | Not enough data | 7.4 (17 reviews) | 

### Social Customer Service

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

#### Generative AI

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

#### Process

| Feature | LiveChat | 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 | LiveChat | 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 | LiveChat | 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 |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.9/10 | 9 |

#### Generative AI

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (9 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (8 reviews) | 

### Enterprise Feedback Management

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

#### Generative AI

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

### Conversational Commerce Platforms

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

#### Conversational AI - Conversational Commerce Platforms

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (5):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation)

**Unique to LiveChat (3):** [Chatbots Software](https://www.g2.com/categories/chatbots), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms)

**Unique to ServiceNow Customer Service Management (9):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [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 | LiveChat | ServiceNow Customer Service Management | 
|---|---|---|
| **Small-Business** | 44.4% | 12.2% | 
| **Mid-Market** | 37.6% | 34.2% | 
| **Enterprise** | 17.9% | 53.6% | 

### By Industry

#### LiveChat

- **Computer Software:** 8.8%
- **Information Technology and Services:** 8.7%
- **Retail:** 6.3%
- **Financial Services:** 3.9%
- **Internet:** 3.7%
- **Education Management:** 3.5%
- **Consumer Services:** 3.4%
- **Marketing and Advertising:** 3.2%
- **Telecommunications:** 2.9%
- **Banking:** 2.4%
- **Other:** 53.2%

#### ServiceNow Customer Service Management

- **Information Technology and Services:** 32.7%
- **Telecommunications:** 5.1%
- **Financial Services:** 4.8%
- **Computer Software:** 4.2%
- **Hospital & Health Care:** 3.7%
- **Consulting:** 3.1%
- **Computer & Network Security:** 3.1%
- **Banking:** 2.8%
- **Retail:** 2.8%
- **Consumer Services:** 2.8%
- **Other:** 34.9%

---
## Alternatives

### Alternatives to LiveChat

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3887 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1908 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1255 reviews)
- [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (499 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Lime Connect (formerly Userlike)](https://www.g2.com/products/lime-connect-formerly-userlike/reviews) — 4.4/5 stars (453 reviews)
- [Zoho SalesIQ](https://www.g2.com/products/zoho-salesiq/reviews) — 4.4/5 stars (256 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 (7357 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 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 (7777 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3887 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 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 (1556 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

---
## Top Discussions

### LiveChat

- Title: [HIS DOCTRINE!! by Paul T. Wright Jr](https://www.g2.com/discussions/his-doctrine-by-paul-t-wright-jr) — 3 comments, 1 upvote
  > **Top comment:** "I have checked on this book and I have purchased two copies and have seen the way it reaches people with the Bible and Word in a concept that shows how we..."
- Title: [How does LiveChat work when no one is available?](https://www.g2.com/discussions/how-does-livechat-work-when-no-one-is-available) — 3 comments, 2 upvotes *(includes official response)*
  > **Top comment:** "When you are offline the chat window changes into the ticket form. It means that your visitors can leave messages as tickets and contact you even after your..."
- Title: [Can one user respond to multiple chats concurrently?](https://www.g2.com/discussions/can-one-user-respond-to-multiple-chats-concurrently) — 3 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Each user can chat with up to 99 customers at the same time. 
"
- Title: [Can I initiate a chat myself or do I need to have to wait for a customer to do it?](https://www.g2.com/discussions/can-i-initiate-a-chat-myself-or-do-i-need-to-have-to-wait-for-a-customer-to-do-it) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "You can initiate a chat with a customer by using the greetings feature. For example, you can invite a customer automatically when he or she navigates to a..."
- Title: [How hard is it to install LiveChat on the website?](https://www.g2.com/discussions/how-hard-is-it-to-install-livechat-on-the-website) — 2 comments, 2 upvotes *(includes official response)*
  > **Top comment:** "To start off, you need to create a LiveChat license.

After that you will be redirected to a page with the LiveChat code. Here, you can choose to implement..."

### 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/livechat-vs-servicenow-customer-service-management)