# ServiceNow Customer Service Management vs Sprinklr Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow Customer Service Management excels in centralizing customer support operations, making it easier for teams to manage cases and automate workflows. Users appreciate its seamless integration and the effectiveness of the Advanced Work Assignment feature, which significantly boosts team efficiency.
- **Users say** that Sprinklr Service stands out for its accuracy and the effectiveness of its AI tools. Reviewers highlight how these features simplify processes and provide valuable insights, making the platform intuitive and straightforward to use, which enhances the overall customer experience.
- **According to verified reviews** , ServiceNow Customer Service Management has a higher overall satisfaction score, reflecting its strong performance in areas like ticket creation and response user experience. Users find the platform reliable and efficient, particularly praising its ability to manage customer interactions without bugs.
- **Reviewers mention** that while Sprinklr Service has a robust social customer service capability, it faces challenges in live chat and phone support compared to ServiceNow. Users have noted that ServiceNow's email support is particularly strong, with high ratings for responsiveness and effectiveness.
- **G2 reviewers highlight** that ServiceNow's ease of use and setup are significant advantages, with many users noting that the onboarding process is intuitive and quick. This contrasts with some feedback for Sprinklr, where users have expressed a desire for more streamlined setup processes.
- **Users report** that both platforms are strong partners in business, but ServiceNow has a slight edge in product direction and feature updates, with users feeling more positive about its ongoing development and enhancements compared to Sprinklr's offerings.



| | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 488 | 753 | 
| **Largest Market Segment** | Enterprise (54.1% of reviews) | Enterprise (42.7% of reviews) | 
| **Entry Level Price** | No pricing available | $4,200.00 1 User Per Year | 

---
## 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)

### Sprinklr Service

Pros:
- Ease of Use (81 reviews)
- Features (64 reviews)

Cons:
- Complexity (29 reviews)
- Learning Curve (27 reviews)

---
## Ratings Comparison
| Rating | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
  | **Meets Requirements** | 8.7 (233 reviews) | 8.5 (608 reviews) | 
  | **Ease of Use** | 8.5 (348 reviews) | 8.3 (630 reviews) | 
  | **Ease of Setup** | 8.0 (213 reviews) | 8.0 (467 reviews) | 
  | **Ease of Admin** | 8.4 (93 reviews) | 8.1 (250 reviews) | 
  | **Quality of Support** | 8.4 (285 reviews) | 8.1 (591 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (95 reviews) | 8.6 (251 reviews) | 
  | **Product Direction (% positive)** | 9.1 (229 reviews) | 8.7 (612 reviews) | 

---
## Pricing

### ServiceNow Customer Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### Sprinklr Service

#### Entry-Level Pricing

Plan: Digital + Voice Package- Service 2

Price: $4,200.00 1 User Per Year

Description: Voice, live chat & messaging: 

Provide seamless 
experiences across 30+ digital channels and robust 
support on Voice. Use AI and automation to increase selfservice, improve agent productivity and boost customer 
satisfaction

Key Features:
- Live chat, SMS, Email
- Inbound/Outbound Voice
- Proactive Prompts

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

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.2/10 | 112 |
| **Sprinklr Service** | 8.0/10 | 194 |

#### Ticket and Case Management

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (79 reviews) ✓ Verified | 8.7 (70 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (80 reviews) ✓ Verified | 8.5 (72 reviews) ✓ Verified | 
| **Workflow** | 8.8 (81 reviews) ✓ Verified | 8.6 (74 reviews) ✓ Verified | 
| **Response Automation** | 8.4 (72 reviews) | 7.9 (70 reviews) ✓ Verified | 
| **SLA Management** | 8.7 (71 reviews) ✓ Verified | 8.1 (65 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.4 (70 reviews) ✓ Verified | 8.3 (70 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.9 (72 reviews) ✓ Verified | 8.4 (68 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.8 (68 reviews) ✓ Verified | 8.2 (71 reviews) ✓ Verified | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 7.4 (37 reviews) | 7.4 (45 reviews) | 
| **AI Text Summarization** | 7.3 (37 reviews) | 7.0 (46 reviews) | 

#### Agentic AI - Help Desk

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (27 reviews) | 6.9 (18 reviews) | 
| **Natural Language Interaction** | 7.5 (27 reviews) | 6.9 (18 reviews) | 
| **Proactive Assistance** | 7.5 (27 reviews) | 7.1 (18 reviews) | 

#### Communication Channels

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Customer Portal** | 8.6 (71 reviews) ✓ Verified | 8.2 (64 reviews) ✓ Verified | 
| **Email to Case** | 8.7 (69 reviews) ✓ Verified | 8.2 (65 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.2 (60 reviews) ✓ Verified | 7.9 (69 reviews) ✓ Verified | 
| **Social Integration** | 7.5 (57 reviews) ✓ Verified | 8.9 (68 reviews) ✓ Verified | 
| **Voice** | 7.8 (55 reviews) ✓ Verified | 7.0 (60 reviews) | 

#### Platform

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Mobile User Support** | 7.5 (60 reviews) ✓ Verified | 7.7 (74 reviews) ✓ Verified | 
| **Customization ** | 8.3 (69 reviews) ✓ Verified | 7.9 (142 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.7 (73 reviews) ✓ Verified | 8.6 (81 reviews) ✓ Verified | 
| **Integration** | 8.5 (71 reviews) ✓ Verified | 8.2 (78 reviews) ✓ Verified | 
| **Reporting** | 8.6 (69 reviews) ✓ Verified | 8.9 (86 reviews) ✓ Verified | 
| **Dashboards** | 8.7 (72 reviews) ✓ Verified | 8.9 (87 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Sprinklr Service** | 8.4/10 | 67 |

#### Administration

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Database Management ** | Not enough data | 8.6 (50 reviews) | 
| **Data Workflows** | Not enough data | 8.4 (47 reviews) | 
| **Issue Management** | Not enough data | 8.4 (47 reviews) | 

#### Knowledge Management

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.4 (48 reviews) | 
| **Publishing Workflows** | Not enough data | 8.3 (47 reviews) | 
| **Analytics** | Not enough data | 8.7 (52 reviews) | 

#### Compliance

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.3 (48 reviews) | 
| **Data Governance** | Not enough data | 8.5 (48 reviews) | 
| **Compliance** | Not enough data | 8.5 (45 reviews) | 
| **Auditing** | Not enough data | 8.3 (44 reviews) | 

#### Customer Support

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.0 (46 reviews) | 
| **Suggestions** | Not enough data | 8.1 (44 reviews) | 
| **Decision Trees** | Not enough data | 7.9 (45 reviews) | 

#### Data Security

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.4 (45 reviews) | 
| **Data Transport** | Not enough data | 8.4 (45 reviews) | 
| **Access Management** | Not enough data | 8.6 (48 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 8.6 (47 reviews) | 

#### Administration

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Integrations** | Not enough data | 8.5 (45 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.6 (44 reviews) | 
| **Performance and Reliability** | Not enough data | 8.6 (45 reviews) | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.3 (41 reviews) | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Sprinklr Service** | 6.2/10 | 43 |

#### Call Analytics

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Call Recording** | Not enough data | 5.7 (33 reviews) | 
| **Machine Learning** | Not enough data | 6.0 (35 reviews) | 
| **Call Analysis** | Not enough data | 5.6 (31 reviews) | 
| **Lead Qualification** | Not enough data | 6.1 (31 reviews) | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Customer Scoring** | Not enough data | 6.3 (34 reviews) | 
| **Speech-to-Text** | Not enough data | 5.8 (31 reviews) | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 6.3 (30 reviews) | 

#### Agentic AI - Conversation Intelligence

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.9 (11 reviews) | 
| **Multi-step Planning** | Not enough data | 6.7 (11 reviews) | 
| **Cross-system Integration** | Not enough data | 6.1 (11 reviews) | 
| **Adaptive Learning** | Not enough data | 6.4 (11 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.4 (11 reviews) | 
| **Proactive Assistance** | Not enough data | 6.7 (12 reviews) | 
| **Decision Making** | Not enough data | 6.8 (12 reviews) | 

### Customer Communications Management

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

#### Channels

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

#### Usability

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 |
| **Sprinklr Service** | 7.9/10 | 58 |

#### Quality Assurance

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Evaluation** | Not enough data | 8.2 (51 reviews) | 
| **Calibration** | Not enough data | 7.9 (50 reviews) | 
| **Reports** | Not enough data | 8.4 (51 reviews) | 

#### Engagement

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Feedback** | Not enough data | 8.1 (51 reviews) | 
| **Dashboards** | Not enough data | 8.0 (50 reviews) | 
| **Training** | Not enough data | 7.7 (48 reviews) | 

#### Performance

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Integrations** | Not enough data | 7.9 (49 reviews) | 
| **Compliance** | Not enough data | 8.3 (46 reviews) | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.9 (42 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (41 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Sprinklr Service** | 7.4/10 | 176 |

#### Channels

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Voice** | Not enough data | 6.9 (142 reviews) | 
| **Social** | Not enough data | 8.4 (146 reviews) | 
| **Web Chat** | Not enough data | 7.9 (138 reviews) | 
| **Mobile SMS** | Not enough data | 7.5 (140 reviews) | 
| **Email** | Not enough data | 7.6 (135 reviews) | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 6.6 (114 reviews) | 

#### Functions

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Session Routing** | Not enough data | 7.5 (139 reviews) | 
| **Session Queuing** | Not enough data | 7.6 (132 reviews) | 
| **Concurrent Calling** | Not enough data | 7.3 (134 reviews) | 
| **Speech Analytics** | Not enough data | 7.3 (132 reviews) | 
| **Auto Dialer** | Not enough data | 6.8 (131 reviews) | 
| **IVR** | Not enough data | 7.1 (135 reviews) | 
| **Inbound Screen Pop** | Not enough data | 7.6 (128 reviews) | 
| **Persistent Data** | Not enough data | 8.0 (129 reviews) | 

#### Agentic AI - Contact Center

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.9 (22 reviews) | 
| **Cross-system Integration** | Not enough data | 6.7 (22 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.2 (22 reviews) | 
| **Proactive Assistance** | Not enough data | 6.5 (22 reviews) | 

#### Administrative

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Session Summary Notes** | Not enough data | 7.8 (130 reviews) | 
| **Administrator Access** | Not enough data | 7.8 (130 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.4 (145 reviews) | 
| **Session Recording** | Not enough data | 7.8 (131 reviews) | 
| **Agent Scheduling and Assignment** | Not enough data | 7.9 (142 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Sprinklr Service** | 8.4/10 | 76 |

#### Responses

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Customization** | Not enough data | 8.5 (58 reviews) | 
| **Control** | Not enough data | 8.5 (57 reviews) | 
| **Route To Human** | Not enough data | 8.5 (57 reviews) | 
| **Menu bars** | Not enough data | 8.6 (55 reviews) | 
| **Drip sequences** | Not enough data | 8.3 (53 reviews) | 

#### Platform

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Live chat** | Not enough data | 8.6 (55 reviews) | 
| **Integrations** | Not enough data | 8.4 (56 reviews) | 
| **Branding** | Not enough data | 8.5 (56 reviews) | 
| **Analytics** | Not enough data | 8.7 (56 reviews) | 
| **A/B testing** | Not enough data | 8.1 (51 reviews) | 
| **Role-based access** | Not enough data | 8.4 (57 reviews) | 
| **Collection of information** | Not enough data | 8.2 (53 reviews) | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (38 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (38 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.1/10 | 30 |
| **Sprinklr Service** | 8.3/10 | 45 |

#### Workforce Management

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Agent Availability** | 8.1 (25 reviews) | 9.0 (33 reviews) | 
| **Skills Management** | 8.2 (25 reviews) | 8.3 (34 reviews) | 
| **Shift Scheduling** | 8.1 (24 reviews) | 8.1 (34 reviews) | 
| **Agent Self-Service** | 8.0 (23 reviews) | 8.1 (33 reviews) | 
| **Mobile Access** | 7.6 (21 reviews) | 8.1 (32 reviews) | 

#### Administration

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Automation** | 8.4 (25 reviews) | 7.8 (36 reviews) | 
| **Performance Analysis** | 8.5 (26 reviews) | 8.7 (35 reviews) | 
| **Dashboards** | 8.1 (26 reviews) | 8.6 (36 reviews) | 
| **Forecasting** | 7.9 (23 reviews) | 8.1 (33 reviews) | 
| **Intraday Management** | 7.9 (23 reviews) | 8.1 (35 reviews) | 

### Conversational Support

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

#### Conversational Platform

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Personalization** | 8.8 (8 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 (7 reviews) | Not enough data | 

#### Support Automation

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | 139 |
| **Sprinklr Service** | N/A | N/A |

#### Customer Support

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Text** | 8.9 (38 reviews) | Not enough data | 
| **Speech** | 7.5 (18 reviews) | Not enough data | 
| **Knowledge Base** | 8.6 (31 reviews) | Not enough data | 

#### Automation

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Ticket Resolution** | 9.3 (48 reviews) | Not enough data | 
| **Customization** | 7.3 (62 reviews) | Not enough data | 
| **Intelligent Routing** | 8.7 (31 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Learning** | 8.3 (24 reviews) | Not enough data | 
| **Language** | 8.5 (17 reviews) | Not enough data | 
| **Conversational AI** | 8.0 (28 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.5/10 | 82 |
| **Sprinklr Service** | 7.9/10 | 196 |

#### Generative AI

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 8.5 (10 reviews) | 7.8 (74 reviews) | 
| **AI Text Summarization** | 8.3 (10 reviews) | 7.4 (72 reviews) | 
| **AI Text-to-Speech** | 8.5 (9 reviews) | 7.3 (73 reviews) | 

#### Communication

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Pop-up Chat** | 8.3 (27 reviews) ✓ Verified | 7.9 (102 reviews) ✓ Verified | 
| **Notifications** | 8.8 (25 reviews) ✓ Verified | 8.3 (113 reviews) ✓ Verified | 
| **Targeted Emails** | 8.5 (27 reviews) | 7.6 (99 reviews) | 
| **In-App Messaging** | 8.3 (25 reviews) | 8.3 (101 reviews) | 
| **Co-Browsing** | 8.2 (25 reviews) | 7.3 (95 reviews) | 

####  Internal Use

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Customization ** | 8.3 (69 reviews) ✓ Verified | 7.9 (142 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (25 reviews) ✓ Verified | 8.1 (108 reviews) ✓ Verified | 
| **Lead Development** | 8.4 (24 reviews) | 8.0 (102 reviews) | 
| **Knowledge Base** | 8.9 (27 reviews) | 8.3 (102 reviews) | 
| **Team Inbox ** | 8.5 (27 reviews) ✓ Verified | 8.0 (102 reviews) ✓ Verified | 
| **Customer Profiles** | 8.5 (25 reviews) ✓ Verified | 8.1 (109 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 7.6/10 | 60 |
| **Sprinklr Service** | 7.6/10 | 67 |

#### Generative AI

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | 7.2 (23 reviews) | 7.5 (41 reviews) | 

#### Self-Service Experience

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Knowledge Base** | 8.1 (50 reviews) | 8.0 (54 reviews) | 
| **Searchable Articles** | 8.0 (45 reviews) | 7.7 (55 reviews) | 
| **Community Forums** | 7.6 (44 reviews) | 7.4 (54 reviews) | 
| **Mobile Optimization** | 6.7 (42 reviews) | 8.1 (52 reviews) | 
| **Personalization** | 8.0 (46 reviews) | 7.7 (53 reviews) | 

#### Self-Service Platform

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Branding** | 8.2 (47 reviews) | 8.1 (54 reviews) | 
| **Automation** | 8.1 (46 reviews) | 7.8 (53 reviews) | 
| **Artificial Intelligence** | 7.7 (44 reviews) | 7.4 (55 reviews) | 
| **Integrations** | 8.2 (48 reviews) | 7.7 (55 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (18 reviews) | 6.5 (8 reviews) | 
| **Multi-step Planning** | 7.3 (17 reviews) | 7.1 (8 reviews) | 
| **Cross-system Integration** | 7.5 (17 reviews) | 8.1 (8 reviews) | 
| **Adaptive Learning** | 7.3 (17 reviews) | 7.3 (8 reviews) | 
| **Natural Language Interaction** | 7.7 (18 reviews) | 7.8 (9 reviews) | 
| **Proactive Assistance** | 7.5 (17 reviews) | 7.9 (8 reviews) | 
| **Decision Making** | 7.3 (17 reviews) | 7.3 (8 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 7.8/10 | 12 |
| **Sprinklr Service** | 7.6/10 | 417 |

#### Generative AI

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.9 (234 reviews) | 
| **AI Text Summarization** | Not enough data | 6.8 (224 reviews) | 

#### Process

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Mentions** | Feature Not Available | 8.3 (315 reviews) | 
| **Tickets** | 9.3 (9 reviews) | 7.8 (315 reviews) | 
| **Macros** | 7.2 (6 reviews) | 8.2 (314 reviews) | 

#### Channels

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Email** | 9.3 (7 reviews) | 7.3 (286 reviews) | 
| **Social** | 7.8 (6 reviews) | 8.8 (340 reviews) | 
| **Live Chat** | 7.5 (6 reviews) | 7.2 (277 reviews) | 
| **Phone** | 7.2 (6 reviews) | 6.6 (266 reviews) | 
| **Text** | 7.6 (7 reviews) | 7.5 (273 reviews) | 

#### Insight

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Surveys** | 7.1 (7 reviews) | 7.7 (295 reviews) | 
| **Reporting** | 6.7 (7 reviews) | 8.3 (320 reviews) | 
| **Visitor Activity** | 7.9 (7 reviews) | 7.9 (287 reviews) | 
| **Help Desk** | 8.3 (8 reviews) | 7.6 (286 reviews) | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Sprinklr Service** | 7.8/10 | 13 |

#### Generative AI

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.8 (12 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 7.6/10 | 9 |
| **Sprinklr Service** | 7.0/10 | 115 |

#### Generative AI

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 7.8 (9 reviews) | 7.1 (103 reviews) | 
| **AI Text Summarization** | 7.4 (7 reviews) | 7.0 (103 reviews) | 

### Enterprise Feedback Management

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

#### Generative AI

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

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Sprinklr Service** | 6.0/10 | 33 |

#### Conversational AI - Conversational Commerce Platforms

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **AI chatbots** | Not enough data | 5.6 (31 reviews) | 
| **Messaging and Notifications** | Not enough data | 6.2 (31 reviews) | 
| **AI agents ** | Not enough data | 5.9 (31 reviews) | 
| **Voice assistants** | Not enough data | 5.3 (30 reviews) | 
| **Communication apps** | Not enough data | 5.8 (30 reviews) | 

#### Platform integration - Conversational Commerce Platforms

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Ecommerce stores** | Not enough data | 5.8 (30 reviews) | 
| **Sales channels** | Not enough data | 5.6 (30 reviews) | 
| **Payment Platform** | Not enough data | 5.7 (30 reviews) | 
| **Internal tools** | Not enough data | 5.9 (29 reviews) | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | 7.2 (29 reviews) | 
| **Advance reporting** | Not enough data | 7.1 (29 reviews) | 

### AI Customer Support Agents

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

#### Customer Query Resolution - AI Customer Support Agents

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

### AI Agents

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

#### Agentic AI - AI Agents

| Feature | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **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 | 

---
## Categories
**Shared Categories (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), [Live Chat Software](https://www.g2.com/categories/live-chat), [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), [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)

**Unique to ServiceNow Customer Service Management (5):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [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 Sprinklr Service (5):** [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Chatbots Software](https://www.g2.com/categories/chatbots), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)


---
## Reviewer Demographics

### By Company Size

| Segment | ServiceNow Customer Service Management | Sprinklr Service | 
|---|---|---|
| **Small-Business** | 11.5% | 27.1% | 
| **Mid-Market** | 34.4% | 30.2% | 
| **Enterprise** | 54.1% | 42.7% | 

### By Industry

#### ServiceNow Customer Service Management

- **Information Technology and Services:** 33.8%
- **Telecommunications:** 4.9%
- **Financial Services:** 4.9%
- **Computer Software:** 4.1%
- **Hospital & Health Care:** 3.5%
- **Consulting:** 3.2%
- **Computer & Network Security:** 3.2%
- **Retail:** 3.0%
- **Banking:** 2.7%
- **Consumer Services:** 2.7%
- **Other:** 34.1%

#### Sprinklr Service

- **Consumer Services:** 10.9%
- **Marketing and Advertising:** 10.2%
- **Information Technology and Services:** 5.3%
- **Financial Services:** 5.0%
- **Telecommunications:** 4.1%
- **Food & Beverages:** 3.9%
- **Insurance:** 3.8%
- **Entertainment:** 3.5%
- **Hospital & Health Care:** 3.0%
- **Retail:** 3.0%
- **Other:** 47.3%

---
## 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 (7006 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 (7810 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3890 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 (564 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)

### Alternatives to Sprinklr Service

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7006 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3754 reviews)
- [Sprout Social](https://www.g2.com/products/sprout-social/reviews) — 4.4/5 stars (6852 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2539 reviews)
- [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (499 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 "

### Sprinklr Service

- Title: [Does anyone have experience with Sprinklr sentiment analysis](https://www.g2.com/discussions/does-anyone-have-experience-with-sprinklr-sentiment-analysis) — 1 comment, 1 upvote
  > **Top comment:** "i have really lost alot of money in the name of bitcoin mining and binary trading because i kept meeting the wrong managers ,.... it is sad that i have..."

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