ServiceNow Customer Service Management vs Sprinklr comparison

ServiceNow Customer Service...

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Executive SummaryUpdated on Nov 30, 2025

Sprinklr and ServiceNow Customer Service Management are prominent in the customer service platform category. Sprinklr appears to have the upper hand due to its comprehensive automation and customization options, though it requires a steeper learning curve initially. ServiceNow stands out for its ease of use and seamless integration, particularly with IT service management.

Features: Sprinklr offers robust automation, community management facilitation, and powerful AI-driven analytics that support multitasking across various communication channels. ServiceNow is distinguished by its user-friendly case and workflow management, extensive ITSM integration, and strong incident and change management capabilities.

Room for Improvement: Sprinklr needs enhancements in user onboarding, simplifying its interface, and expanding CRM system integrations. ServiceNow should focus on improving customization features, pricing transparency, and refining its IVR integrations to better meet competitive low-code solution standards.

Ease of Deployment and Customer Service: Sprinklr offers public cloud deployment and receives high praise for customer service, though response timeliness can improve. ServiceNow provides diverse deployment options, including private, hybrid, and on-premises solutions, but customer support often incurs extra costs and varying effectiveness.

Pricing and ROI: Both Sprinklr and ServiceNow are seen as expensive, which can be a barrier for smaller businesses. However, the value and efficiencies they provide often justify the cost, with Sprinklr offering insights into operational improvements and ServiceNow focusing on enterprise-scale value. Pricing variability affects ROI perspectives for both.

To learn more, read our detailed ServiceNow Customer Service Management vs. Sprinklr Report (Updated: December 2025).

ServiceNow Customer Service Management vs. Sprinklr

December 2025

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Helped 881,082 peers since 2012

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

ServiceNow Customer Service...

Ranking in Customer Experience Management

4th

Average Rating

8.4

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd)

Sprinklr

Ranking in Customer Experience Management

7th

Average Rating

8.0

Number of Reviews

Ranking in other categories

Social CRM (1st), Customer Feedback Management (2nd), Community Platforms (2nd), Social Media Management Solutions (1st), Digital Experience Platforms (DXP) (3rd)

Mindshare comparison

As of January 2026, in the Customer Experience Management category, the mindshare of ServiceNow Customer Service Management is 2.3%, down from 5.8% compared to the previous year. The mindshare of Sprinklr is 2.0%, down from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Market Share Distribution
Product	Market Share (%)
ServiceNow Customer Service Management	2.3%
Sprinklr	2.0%
Other	95.7%

Customer Experience Management

Featured Reviews

BasilJiji

System Engineer at a retailer with 10,001+ employees

Structured ticket workflows have improved resolution speed and have supported SLA-driven support

ServiceNow Customer Service Management is offering very good things, but I felt improvements to our process would allow us to depend on this tool in many other ways. Regarding the interface, currently the user who creates the ticket has a very limited interface with only the options for creating a ticket and providing details, while the support team has a much larger interface with many options, including SLA details and report generation. While this classification is great, I felt that some modifications could be brought to the interface. I felt that further modifications can be made so that it could be a perfect tool.

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Michelle Epperson

Territory Sales Trainer N. Illinois & Wisconsin at Colonial Life

Meeting multiple objectives with comprehensive scheduling and content ideas

Sometimes I'll log into LinkedIn, and it won't show the scheduled post. I have to go through Sprinklr and double-check. It would be nice if it showed everything I have scheduled also in LinkedIn alone. Sometimes, if I try to use emojis, I'll click on one or search for one, but I can't scroll through them or they don't pop up.

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Quotes from Members

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

Pros

"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 best features ServiceNow Customer Service Management offers are a platform to manage all our clients at one place."

"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 tool is very useful as it helps us run businesses smoothly."

"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."

"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."

"The tool's most valuable feature is the service portal."

"The integration capabilities of ServiceNow are wonderful."

More ServiceNow Customer Service Management pros

"The scheduling feature is, of course, key just so I can do it in one sitting, plan out the month, and be ahead of everything."

"The most valuable features are case management and reporting."

"The most effective feature is the automation of the routing engine."

"Being able to use moving images, like GIFs, is important, and multi-language support is crucial, as it allows content in multiple languages and increases engagement and impressions significantly."

"Customization and custom rule engines are highly valuable, enabling the creation of custom rules tailored to specific needs."

"AI manages customer interactions really well, and the flow becomes easier."

"Everything is integrated in one platform."

"The interface is the most valuable feature to me."

More Sprinklr pros

Cons

"The pricing must be more flexible."

"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."

"I do not have any notes for improvements."

"If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades."

"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."

"The product's AI feature should be improved."

"ServiceNow Customer Service Management is offering very good things, but I felt improvements to our process would allow us to depend on this tool in many other ways."

More ServiceNow Customer Service Management cons

"Sprinklr could be more drag-and-drop friendly."

"Their support team should opt for phone calls over emails to resolve issues faster."

"If I compare Sprinklr with NICE, people still opt for NICE. This is because they are not as confident with the use cases of Sprinklr, even though Sprinklr is trying to improve."

"Sometimes I'll log into LinkedIn, and it won't show the scheduled post."

"The support system is a major drawback because there is no live chat system for immediate issue reporting, leading to delayed resolutions."

"The interaction and integration with our CRM should be improved, especially to ensure security with on-premises solutions and to be suitable for banking environments."

"Sprinklr should consider not charging for everything. Services such as premium support and onboarding should be part of the deal."

"When onboarding new users, the platform requires a lot of fine-tuning, which demands certain expertise on the customer side."

More Sprinklr cons

Pricing and Cost Advice

"The product has a premium price"

"I rate the tool's pricing a six out of ten."

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

10%

Manufacturing Company

10%

Retailer

Computer Software Company

Financial Services Firm

11%

Energy/Utilities Company

Manufacturing Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	9

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	5
Large Enterprise	6

Questions from the Community

What is your experience regarding pricing and costs for ServiceNow Customer Service Management?

My experience with pricing, setup cost, and licensing is that these were done by the VP of our company, thus I have no idea about the same.

What needs improvement with ServiceNow Customer Service Management?

ServiceNow Customer Service Management could be improved by incorporating Gen AI into ServiceNow. Though ServiceNow has a Now Assist feature for their CSM module, it still needs a lot of work to do...

What is your primary use case for ServiceNow Customer Service Management?

My main use case for ServiceNow Customer Service Management is that I use it as an end user to provide customer support to our clients. For a specific example of how I use it to provide customer su...

Why is Sprinklr famous for its social media feature?

As a digital experience platform with many features, Sprinklr includes the feature for better social media and sales outreach and is famous for it because many competitors don’t offer it. If you us...

Is Sprinklr a free digital experience platform?

No, Sprinklr isn't a free DXP but it does offer a 30-day free trial. It's not offered for all of its features, though. I looked and at the moment you can get a free trial for only Lite (meaning no...

Can Sprinklr help a company provide good customer support?

I think if you're looking for a digital experience platform that values your customers most, you're asking about the right one, as the whole philosophy Sprinklr seems to have is about your clients...

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Comparisons

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Genesys Cloud CX vs ServiceNow Customer Service Management

Compared 16% of the time

SAP Service Cloud vs ServiceNow Customer Service Management

Compared 12% of the time

Oracle Fusion Service vs ServiceNow Customer Service Management

Compared 11% of the time

Salesforce Service Cloud vs ServiceNow Customer Service Management

Compared 10% of the time

More ServiceNow Customer Service Management Competitors

NICE CXone vs Sprinklr

Compared 9% of the time

Intercom Customer Communications Platform vs Sprinklr

Compared 8% of the time

HootSuite vs Sprinklr

Compared 8% of the time

Salesforce Marketing Cloud vs Sprinklr

Compared 8% of the time

Sprout Social vs Sprinklr

Compared 7% of the time

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Product Reports

ServiceNow Customer Service Management

January 2026

ServiceNow Customer Service Management report

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January 2026

Also Known As

ServiceNow CSM

Get Satisfaction, Unified-CXM Platform

Overview

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow

Sprinklr provides a comprehensive Unified-CXM Platform offering AI analytics, automation, integration with CRMs, and social media management to enhance customer interactions and operational efficiency.

Sprinklr is designed to support data-driven decisions by offering tools for social media management, content scheduling, and automation. It allows businesses to seamlessly manage customer interactions across channels, leveraging custom rule engines and AI analytics. While its customization, reporting, and case management features are appreciated, improvements in integrations and live support are noted. Users find onboarding complex and seek a more streamlined interface and advanced features like enhanced CRM interaction and post-editing capabilities. The platform is particularly useful in managing omnichannel engagement, integrating platforms like Facebook, WhatsApp, LinkedIn, YouTube, and Instagram, and providing extensive analytics and reporting.

What are the key features of Sprinklr?

Customization and AI Analytics: Tailor solutions with custom rule engines and AI-powered insights.
Automation and Scheduling: Boost productivity with automated processes and smart content planning.
Integration with CRMs: Connect seamlessly for enhanced customer management.
Social Media Management: Comprehensive tools for managing and scheduling content across platforms.
Omnichannel Engagement: Integrate multiple platforms for consistent customer interaction.

What benefits can users expect from Sprinklr?

Improved Customer Experiences: Enhance customer satisfaction with efficient service management.
Operational Efficiency: Streamline processes with automation and comprehensive analytics.
User-Friendly Interface: Simplified operations and easier management for teams.
Comprehensive Social Media Coverage: Engage with audiences across multiple channels seamlessly.

Sprinklr is particularly effective for industries like cryptocurrency, where managing customer interactions via chatbots, live agents, and integrated platforms such as Facebook and WhatsApp is vital. Businesses use it for social listening, analytics, and advertising on platforms like LinkedIn and Instagram, benefiting from modules focused on care, engagement, listening, and advertising.

Sample Customers

Siemens Healthineers, SAP SuccessFactors, Asurion

GoDaddy, Samsung, GAP, P&G, Nike, Cisco, Intel, NHL, Dell, Groupon, Starwood Hotels & Resorts, Virgin America, Frontier Airlines