We performed a comparison between Salesforce and ServiceNow Customer Service Management based on real PeerSpot user reviews.
Find out in this report how the two Customer Experience Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable feature of the solution is the ability that the solution provides to store information related to our company's promotional campaigns."
"Salesforce is very easy to use, and anybody who is new to Salesforce can learn it very quickly."
"It helps us reach a broader market or audience without sending individual emails."
"The tool's most valuable feature is user-friendliness."
"The solution's analytics reporting features are quite good."
"The solution enables you not to have to micro-manage your sales team. You could step back and see what's going on at a higher level without having a million meetings and ask people via email and Slack."
"The tool's most valuable feature is the lightning interface."
"The reporting parts and knowledge capabilities of Salesforce have helped us make more informed business decisions. Because when we have a clear picture of the current activity, we can have a better view of the project. Today, everything is going fast. So, if we have a system that helps us collect information quickly, it's a big value for employees."
"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 tool can offer. It can be integrated with any external system. There are also automation possibilities."
"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."
"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."
"The tool's most valuable feature is the service portal."
"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."
"The solution's marketing campaign management needs to be improved."
"The solution’s performance could be improved."
"The tool must provide better reporting and dashboard capabilities."
"Salesforce could provide more alerts and more notifications."
"Salesforce needs to improve integrations. They need to integrate generative AI."
"I would say the areas of concern in the product that require improvement revolve around its integration capabilities with third-party systems."
"The product needs to improve integration."
"When you click on the lightning interface, it opens a tab inside. It's like a browser within a browser. It should open in its browser tab."
"The product's AI feature should be improved."
"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."
"The price could be better. ServiceNow should price products more reasonably."
"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."
"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."
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Salesforce is ranked 4th in Customer Experience Management with 32 reviews while ServiceNow Customer Service Management is ranked 3rd in Customer Experience Management with 6 reviews. Salesforce is rated 8.0, while ServiceNow Customer Service Management is rated 8.4. The top reviewer of Salesforce writes "Offers various aspects like process improvement, control, performance evaluation and more". On the other hand, the top reviewer of ServiceNow Customer Service Management writes "A stable tool to help manage infrastructures, deployments, and different products from different vendors". Salesforce is most compared with , whereas ServiceNow Customer Service Management is most compared with Microsoft Dynamics CRM, Genesys Cloud CX and SAP Service Cloud. See our Salesforce vs. ServiceNow Customer Service Management report.
See our list of best Customer Experience Management vendors.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
