# ServiceNow Customer Service Management vs Smartsupp Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Smartsupp excels in user experience, with many praising its intuitive interface and ease of use. Users highlight features like live chat combined with AI chatbots and visitor recordings, making it easy to connect with clients and understand their navigation on the site.
- **According to verified reviews** , ServiceNow Customer Service Management shines in its ability to centralize customer support operations. Users appreciate how it manages cases and automates workflows, which enhances communication between support teams and customers, making it a robust choice for larger organizations.
- **Users say** that Smartsupp's free tier is a significant advantage for small businesses, allowing them to access essential features without upfront costs. This accessibility is a key factor for many small business owners looking for effective customer service solutions.
- **Reviewers mention** that while ServiceNow Customer Service Management is powerful, it is best utilized by sticking to its out-of-the-box functionality. Users have noted that this approach minimizes bugs and maximizes efficiency, particularly with features like Advanced Work Assignment.
- **G2 reviewers highlight** that Smartsupp's implementation process is quick and straightforward, with many users appreciating the intuitive onboarding wizard that helps them get started without hassle. This contrasts with ServiceNow, where some users have reported a steeper learning curve during setup.
- **According to recent feedback** , both products have strong support systems, but Smartsupp edges out with a higher quality of support rating. Users have expressed satisfaction with the responsiveness and helpfulness of Smartsupp's support team, which enhances their overall experience.



| | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.7 out of 5 | 
| **Total Reviews** | 474 | 1,048 | 
| **Largest Market Segment** | Enterprise (53.4% of reviews) | Small-Business (96.3% of reviews) | 
| **Entry Level Price** | No pricing available | Free 1 operator Per Month | 

---
## Top Pros & Cons

### ServiceNow Customer Service Management

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

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

### Smartsupp

Pros:
- Ease of Use (108 reviews)
- Easy Setup (68 reviews)

Cons:
- Expensive (29 reviews)
- Cost (21 reviews)

---
## Ratings Comparison
| Rating | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
  | **Meets Requirements** | 8.7 (219 reviews) | 8.9 (874 reviews) | 
  | **Ease of Use** | 8.5 (334 reviews) | 9.2 (902 reviews) | 
  | **Ease of Setup** | 8.0 (199 reviews) | 9.1 (797 reviews) | 
  | **Ease of Admin** | 8.4 (87 reviews) | 9.0 (700 reviews) | 
  | **Quality of Support** | 8.4 (271 reviews) | 8.9 (712 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (89 reviews) | 9.0 (637 reviews) | 
  | **Product Direction (% positive)** | 9.0 (215 reviews) | 9.2 (883 reviews) | 

---
## Pricing

### ServiceNow Customer Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### Smartsupp

#### Entry-Level Pricing

Plan: FREE

Price: Free 1 operator Per Month

Description: Ideal for individuals enhancing website performance with Live Chat.

Key Features:
- Live chat, WhatsApp, Messenger
- 1 operator
- 25 conversations / month

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

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.2/10 | 111 |
| **Smartsupp** | N/A | N/A |

#### Ticket and Case Management

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (78 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.8 (79 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.8 (81 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.4 (70 reviews) | Not enough data | 
| **SLA Management** | 8.7 (72 reviews) ✓ Verified | Not enough data | 
| **Attachments/Screencasts** | 8.4 (69 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.9 (71 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.8 (68 reviews) ✓ Verified | Not enough data | 

#### Generative AI

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

#### Agentic AI - Help Desk

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

#### Communication Channels

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Customer Portal** | 8.6 (70 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.7 (69 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 8.2 (61 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | 7.5 (56 reviews) ✓ Verified | Not enough data | 
| **Voice** | 7.8 (56 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Mobile User Support** | 7.5 (61 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.3 (70 reviews) ✓ Verified | 8.8 (565 reviews) | 
| **User, Role, and Access Management** | 8.7 (74 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.5 (71 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.6 (68 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.7 (71 reviews) ✓ Verified | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Smartsupp** | 8.2/10 | 223 |

#### Messenger

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Sequencing** | Not enough data | 8.7 (194 reviews) | 
| **AI** | Not enough data | 7.8 (187 reviews) | 
| **Live Chat** | Not enough data | 9.2 (203 reviews) | 
| **Customization Interface** | Not enough data | 8.7 (195 reviews) | 

#### Channels

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Social Media** | Not enough data | 7.9 (178 reviews) | 
| **Website** | Not enough data | 8.9 (188 reviews) | 
| **Text Message (SMS)** | Not enough data | 7.5 (166 reviews) | 
| **Voice Assistants** | Not enough data | 7.0 (167 reviews) | 
| **Other** | Not enough data | 7.5 (165 reviews) | 

#### Customers

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Targeting** | Not enough data | 8.2 (175 reviews) | 
| **Profiles** | Not enough data | 8.2 (176 reviews) | 
| **Analytics** | Not enough data | 8.2 (179 reviews) | 
| **Lead Gathering** | Not enough data | 8.2 (170 reviews) | 
| **Sales Conversion** | Not enough data | 8.2 (178 reviews) | 

#### Agentic AI - Conversational Marketing

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (10 reviews) | 
| **Multi-step Planning** | Not enough data | 8.3 (9 reviews) | 
| **Cross-system Integration** | Not enough data | 8.3 (10 reviews) | 
| **Adaptive Learning** | Not enough data | 8.0 (9 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (9 reviews) | 
| **Proactive Assistance** | Not enough data | 8.7 (10 reviews) | 
| **Decision Making** | Not enough data | 8.9 (9 reviews) | 

### Contact Center Knowledge Base

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

#### Administration

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

### Customer Communications Management

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

#### Channels

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

### Complaint Management

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

#### Usability

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

#### Quality Assurance

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

#### Engagement

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

#### Performance

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

#### Generative AI

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

### Contact Center

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

#### Channels

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

#### Functions

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **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 | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **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 | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **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 |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Smartsupp** | 8.6/10 | 400 |

#### Responses

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Customization** | Not enough data | 8.6 (340 reviews) | 
| **Control** | Not enough data | 8.7 (337 reviews) | 
| **Route To Human** | Not enough data | 8.7 (331 reviews) | 
| **Menu bars** | Not enough data | 8.6 (332 reviews) | 
| **Drip sequences** | Not enough data | Feature Not Available | 

#### Platform

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Live chat** | Not enough data | 9.0 (345 reviews) | 
| **Integrations** | Not enough data | 8.8 (333 reviews) | 
| **Branding** | Not enough data | 8.7 (322 reviews) | 
| **Analytics** | Not enough data | 8.6 (321 reviews) | 
| **A/B testing** | Not enough data | 8.0 (299 reviews) | 
| **Role-based access** | Not enough data | 8.6 (313 reviews) | 
| **Collection of information** | Not enough data | 8.7 (318 reviews) | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (278 reviews) | 
| **AI Text Summarization** | Not enough data | Feature Not Available | 

### Contact Center Workforce

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

#### Workforce Management

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

#### Administration

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

### Conversational Support

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

#### Conversational Platform

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Personalization** | 8.7 (9 reviews) | Not enough data | 
| **Omnichannel** | 8.8 (7 reviews) | Not enough data | 
| **Contextual Engagement** | 9.0 (7 reviews) | Not enough data | 
| **Proactive Engagement** | 8.8 (8 reviews) | Not enough data | 

#### Support Automation

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

#### Generative AI

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

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.3/10 | 126 |
| **Smartsupp** | 8.3/10 | 191 |

#### Customer Support

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Text** | 8.8 (34 reviews) | 8.6 (163 reviews) | 
| **Speech** | 7.5 (17 reviews) | 8.0 (161 reviews) | 
| **Knowledge Base** | 8.7 (30 reviews) | 8.2 (159 reviews) | 

#### Automation

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Ticket Resolution** | 9.4 (45 reviews) | 8.3 (157 reviews) | 
| **Customization** | 7.4 (58 reviews) | 8.5 (155 reviews) | 
| **Intelligent Routing** | 8.7 (30 reviews) | 8.4 (156 reviews) | 

#### Artificial Intelligence

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Learning** | 8.2 (21 reviews) | 8.3 (152 reviews) | 
| **Language** | 8.5 (17 reviews) | 8.4 (157 reviews) | 
| **Conversational AI** | 8.0 (25 reviews) | 8.2 (154 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.5/10 | 82 |
| **Smartsupp** | 8.9/10 | 685 |

#### Generative AI

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

#### Communication

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Pop-up Chat** | 8.3 (26 reviews) ✓ Verified | 9.2 (606 reviews) | 
| **Notifications** | 8.8 (25 reviews) ✓ Verified | 9.0 (594 reviews) | 
| **Targeted Emails** | 8.5 (26 reviews) | Feature Not Available | 
| **In-App Messaging** | 8.3 (25 reviews) | 9.0 (566 reviews) | 
| **Co-Browsing** | 8.2 (25 reviews) | Feature Not Available | 

####  Internal Use

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Customization ** | 8.3 (70 reviews) ✓ Verified | 8.8 (565 reviews) | 
| **Conversation Archiving** | 8.6 (25 reviews) ✓ Verified | 8.7 (567 reviews) | 
| **Lead Development** | 8.4 (23 reviews) | Feature Not Available | 
| **Knowledge Base** | 8.9 (27 reviews) | Feature Not Available | 
| **Team Inbox ** | 8.5 (26 reviews) ✓ Verified | 8.6 (553 reviews) | 
| **Customer Profiles** | 8.5 (25 reviews) ✓ Verified | Feature Not Available | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 7.6/10 | 59 |
| **Smartsupp** | N/A | N/A |

#### Generative AI

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

#### Self-Service Experience

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Knowledge Base** | 8.1 (49 reviews) | Not enough data | 
| **Searchable Articles** | 8.0 (45 reviews) | Not enough data | 
| **Community Forums** | 7.6 (44 reviews) | Not enough data | 
| **Mobile Optimization** | 6.7 (42 reviews) | Not enough data | 
| **Personalization** | 8.0 (46 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Branding** | 8.2 (47 reviews) | Not enough data | 
| **Automation** | 8.1 (46 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.6 (43 reviews) | Not enough data | 
| **Integrations** | 8.2 (48 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

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

### Social Customer Service

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

#### Generative AI

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

#### Process

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

#### Channels

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

#### Insight

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

### Digital Customer Service Platforms

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

#### Generative AI

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

### Enterprise Feedback Management

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

#### Generative AI

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

#### Survey Management

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

---
## Categories
**Shared Categories (2):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Live Chat Software](https://www.g2.com/categories/live-chat)

**Unique to ServiceNow Customer Service Management (12):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [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)

**Unique to Smartsupp (2):** [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots)


---
## Reviewer Demographics

### By Company Size

| Segment | ServiceNow Customer Service Management | Smartsupp | 
|---|---|---|
| **Small-Business** | 12.2% | 96.3% | 
| **Mid-Market** | 34.4% | 3.0% | 
| **Enterprise** | 53.4% | 0.6% | 

### By Industry

#### ServiceNow Customer Service Management

- **Information Technology and Services:** 33.1%
- **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:** 34.6%

#### Smartsupp

- **Retail:** 7.2%
- **Apparel & Fashion:** 4.1%
- **Consumer Goods:** 3.9%
- **Health, Wellness and Fitness:** 3.8%
- **Automotive:** 3.5%
- **Marketing and Advertising:** 3.3%
- **Wholesale:** 2.8%
- **Furniture:** 2.8%
- **Computer Software:** 2.6%
- **Building Materials:** 2.5%
- **Other:** 63.5%

---
## Alternatives

### 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 (7779 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)

### Alternatives to Smartsupp

- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1908 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (810 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3887 reviews)
- [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (499 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1255 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [SendPulse](https://www.g2.com/products/sendpulse/reviews) — 4.6/5 stars (716 reviews)
- [Lime Connect (formerly Userlike)](https://www.g2.com/products/lime-connect-formerly-userlike/reviews) — 4.4/5 stars (453 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4162 reviews)

---
## Top Discussions

### 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 "

### Smartsupp

- Title: [make it inerract with whatsup](https://www.g2.com/discussions/make-it-inerract-with-whatsup) — 2 comments, 2 upvotes
  > **Top comment:** "yes"

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