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

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

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

"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."

"Our organization has received excellent tech support for ServiceNow Customer Service Management."

"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."

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

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

"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."

More ServiceNow Customer Service Management pros

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

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

"Everything is integrated in one platform."

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

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

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

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

More Sprinklr pros

Cons

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

"The pricing must be more flexible."

"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."

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

"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 product's AI feature should be improved."

"The price could be better. ServiceNow should price products more reasonably."

"I do not have any notes for improvements."

More ServiceNow Customer Service Management cons

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

"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."

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

"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."

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

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

"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."

More Sprinklr cons

Pricing and Cost Advice

"The product has a premium price"

"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."

"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."

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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 20% of the time

SAP Service Cloud vs ServiceNow Customer Service Management

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

Compared 12% of the time

Salesforce Marketing Cloud vs Sprinklr

Compared 10% of the time

Sprout Social vs Sprinklr

Compared 10% of the time

Qualtrics XM Platform vs Sprinklr

Compared 8% of the time

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Product Reports

ServiceNow Customer Service Management

October 2025

ServiceNow Customer Service Management report

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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