ServiceNow Customer Service Management vs Sprinklr comparison

ServiceNow Customer Service...

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Executive SummaryUpdated on Aug 25, 2025

Sprinklr and ServiceNow Customer Service Management compete in the social media and customer service management sectors. Sprinklr seems to have an edge due to its AI-driven analytics and automation capabilities, but ServiceNow excels in integration and workflow management.

Features: Sprinklr offers robust integration capabilities, automation features, and a unified platform for managing diverse social media channels. It stands out with its AI-driven analytics and customization options. ServiceNow Customer Service Management provides strong integration and workflow management, incident and change management, and a comprehensive service platform enhancing unified service delivery.

Room for Improvement: Sprinklr needs to improve user-friendliness, complexity in the initial setup, and communication in support interactions. It would benefit from more integrations and an enhanced AI focus. ServiceNow Customer Service Management could benefit from expanded customization options, better pricing flexibility, and easier integration with IVR systems. The high integration cost and complexity may challenge smaller businesses.

Ease of Deployment and Customer Service: Sprinklr operates on public cloud infrastructure, offering extensive support with high user satisfaction for premium services. Users appreciate the solution architects' creativity and responsiveness. ServiceNow Customer Service Management offers multiple deployment options, including private cloud and on-premises, with improving technical support but lacks live chat for quick issue resolution.

Pricing and ROI: Sprinklr is considered expensive, with costs justified by its comprehensive features and operational value, though cost concerns exist. ServiceNow Customer Service Management is also costly, perceived as worthwhile due to its business impact. Both platforms pose affordability challenges for smaller businesses but deliver significant value for larger enterprises.

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

ServiceNow Customer Service Management vs. Sprinklr

November 2025

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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

8.2

Reviews Sentiment

5.7

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 (1st), Social Media Management Solutions (1st), Digital Experience Platforms (DXP) (3rd)

Mindshare comparison

As of November 2025, in the Customer Experience Management category, the mindshare of ServiceNow Customer Service Management is 2.6%, down from 6.0% compared to the previous year. The mindshare of Sprinklr is 1.6%, down from 2.3% 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	2.6%
Sprinklr	1.6%
Other	95.8%

Customer Experience Management

Featured Reviews

Rizwanuddin Qazi

Senior ServiceNow Developer at McCann Health

Customer experience has improved through automation, actionable insights, and advanced self-service capabilities

Resolution speed has immensely improved because of ServiceNow Customer Service Management, especially the actionable insights, IT performances, and incident trends. Overall service health has improved in terms of the incident and response ratio. The benefits of having automation in place are that it has automated the process and most items are auto-populated within the services. Most of the time, there are pre-installed solutions where consumers can navigate before dealing with the developer side. The self-service portal has helped in creating and maintaining reports and dashboards with key metrics, and the resolution time and customer satisfaction have improved. Automated root cause analysis has improved for us, leveraging basic machine learning and identifying basic issues, reducing resolution times, and enhancing operational efficiencies.

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Leonid Mironov

Social & Digital Media Performance, Senior Manager at Majid Al Futtaim

Facilitating data-driven decisions with powerful reporting and case management

The most valuable features are case management and reporting. The Unified-CXM Platform also helps in data aggregation and offers the capability to export data in different formats and integrate it with common CRMs like Microsoft 360 or Salesforce. Additionally, the ability to manage access to the data and ensure visibility to third parties is quite beneficial. The solution allows me to take data-driven decisions and identify gaps within the business by collecting and labeling data extensively.

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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

"Resolution speed has immensely improved because of ServiceNow Customer Service Management, especially the actionable insights, IT performances, and incident trends."

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

"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."

"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."

"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."

"ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7."

"The product provides flexibility in managing and categorizing the incidents."

"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."

More ServiceNow Customer Service Management pros

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

"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."

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

"Everything is integrated in one platform."

"Sprinklr provides an in-depth, comprehensive solution akin to Salesforce for social media, offering a 360-degree cover with numerous options."

"The most important feature of Sprinklr is its high availability since it is a cloud solution."

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

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

More Sprinklr pros

Cons

"The product does not cater to businesses of every scale and budget."

"The pricing must be more flexible."

"I do not have any notes for improvements."

"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."

"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."

"ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses."

"The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions."

"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."

More ServiceNow Customer Service Management cons

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

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

"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."

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

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

"There could be more videos on how to use Sprinklr."

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

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

More Sprinklr cons

Pricing and Cost Advice

"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."

"The product has a premium price"

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

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

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Top Industries

By visitors reading reviews

Healthcare Company

Manufacturing Company

Financial Services Firm

Retailer

Financial Services Firm

11%

Computer Software Company

Energy/Utilities 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	7

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

Questions from the Community

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.

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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Compared 12% of the time

Salesforce Service Cloud vs ServiceNow Customer Service Management

Compared 10% of the time

Oracle Fusion Service vs ServiceNow Customer Service Management

Compared 7% of the time

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NICE CXone vs Sprinklr

Compared 13% of the time

HootSuite vs Sprinklr

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Salesforce Marketing Cloud vs Sprinklr

Compared 10% of the time

Sprout Social vs Sprinklr

Compared 10% of the time

Qualtrics XM Platform vs Sprinklr

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Product Reports

ServiceNow Customer Service Management

October 2025

ServiceNow Customer Service Management report

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Download Sprinklr product report

October 2025

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