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FullStory vs ServiceNow Customer Service Management comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

FullStory
Ranking in Customer Experience Management
27th
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
No ranking in other categories
ServiceNow Customer Service...
Ranking in Customer Experience Management
4th
Average Rating
8.2
Reviews Sentiment
5.7
Number of Reviews
15
Ranking in other categories
CRM Customer Engagement Centers (3rd)
 

Mindshare comparison

As of October 2025, in the Customer Experience Management category, the mindshare of FullStory is 1.1%, down from 2.6% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 2.9%, down from 5.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management Market Share Distribution
ProductMarket Share (%)
ServiceNow Customer Service Management2.9%
FullStory1.1%
Other96.0%
Customer Experience Management
 

Featured Reviews

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Arvind  Mehrotra - PeerSpot reviewer
Integrating departments for unified service while managing complexity and learning curve
ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.
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872,008 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Healthcare Company
9%
Manufacturing Company
9%
Financial Services Firm
9%
Retailer
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business6
Midsize Enterprise1
Large Enterprise7
 

Questions from the Community

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What do you like most about ServiceNow Customer Service Management?
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...
What is your experience regarding pricing and costs for ServiceNow Customer Service Management?
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
What needs improvement with ServiceNow Customer Service Management?
The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.
 

Also Known As

No data available
ServiceNow CSM
 

Overview

 

Sample Customers

VP of Customer Experience, VP of Customer Support, Chief Technology Officer
Siemens Healthineers, SAP SuccessFactors, Asurion
Find out what your peers are saying about Salesforce, Qualtrics, Genesys and others in Customer Experience Management. Updated: September 2025.
872,008 professionals have used our research since 2012.