

Sprinklr and ServiceNow Customer Service Management compete in the customer service and community management software category. ServiceNow seems to have the upper hand with its strong workflow management and low-code/no-code customization, especially for B2B business models.
Features: Sprinklr offers extensive automation features, the ability to manage content in multiple languages, and integration capabilities with major CRM platforms. ServiceNow provides workflow management, comprehensive incident and change management features, and seamless integration with IT service management tools.
Room for Improvement: Sprinklr could focus on simpler user experiences, more intuitive interfaces, and integration enhancements. ServiceNow may benefit from better report downloads, pricing flexibility, and broader customization options for new users.
Ease of Deployment and Customer Service: Sprinklr primarily operates on public cloud platforms, while ServiceNow offers diverse deployment options like public and private cloud, alongside on-premises solutions. Both platforms face challenges in support responsiveness and client-specific service improvements.
Pricing and ROI: Both Sprinklr and ServiceNow are seen as expensive yet provide notable business efficiencies and resource optimization, leading to a promising return on investment. Separate charges for specific services in Sprinklr can raise costs, while ServiceNow's high price is offset by its extensive features.
| Product | Mindshare (%) |
|---|---|
| Sprinklr | 2.6% |
| ServiceNow Customer Service Management | 2.1% |
| Other | 95.3% |


| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 9 |
| Company Size | Count |
|---|---|
| Small Business | 1 |
| Midsize Enterprise | 5 |
| Large Enterprise | 6 |
ServiceNow Customer Service Management offers advanced workflow capabilities, effective incident management, and portal enhancements. It enables seamless integration with business applications and IT Service Management, supporting ticket resolution and SLA assurance for reduced operational complexity.
ServiceNow Customer Service Management is essential for managing customer workflows, incorporating ITSM integration, and automating various processes. Users can benefit from customizable features and low-code solutions, significantly aiding digital transformation efforts. The platform centralizes client management and employs robust reporting tools that enhance visibility and delivery efficiency. Automation and AI features increase productivity by enabling faster resolutions and improving team performance. However, enhancements are needed in integration, customization, and pricing flexibility. Although powerful, integration and customization can be complex and costly, requiring careful management during upgrades. Furthermore, improvements in AI tool connectivity, Gen AI incorporation, and a clearer pricing structure are necessary, alongside requiring a more intuitive interface, increased automation, IVR integration, and faster speeds.
What key features make ServiceNow Customer Service Management stand out?Organizations utilize ServiceNow Customer Service Management across multiple industries to manage incidents, change management, and customer workflows. Its robust infrastructure management and ticketing system integration support enhance vendor relations and IT service requests. Businesses actively manage support activities, track customer complaints, and provide efficient client support through a centralized portal, ensuring streamlined operations across front, middle, and back office functions.
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?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.
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