ServiceNow Customer Service Management vs Zoho CRM Plus comparison

ServiceNow and Zoho are both solutions in the Customer Experience Management category. ServiceNow is ranked #4 with an average rating of 8.3, while Zoho is ranked #8 with an average rating of 8.3. ServiceNow holds a 2.3% mindshare in CEM, compared to Zoho’s 1.2% mindshare. Additionally, 100% of ServiceNow users are willing to recommend the solution, compared to 87% of Zoho users who would recommend it.

ServiceNow Customer Service...

Read 17 ServiceNow Customer Service Management reviews

1,450 Views
798 Comparison Views

100% willing to recommend

Zoho CRM Plus

Read 8 Zoho CRM Plus reviews

365 Views
365 Comparison Views

87% willing to recommend

ServiceNow Customer Service...

Zoho CRM Plus

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 4, 2025

ServiceNow Customer Service Management and Zoho CRM Plus compete in customer service and CRM domains. ServiceNow has an advantage with its robust IT service management, while Zoho CRM Plus stands out for its extensive CRM functionality catering to various business aspects.

Features: ServiceNow offers strong IT service management capabilities, customization potential, and integration with other ServiceNow products. Zoho CRM Plus provides a suite of tools for sales, marketing, and customer support, enabling comprehensive CRM management. The distinguishing factor is ServiceNow's depth in IT management, contrasted with Zoho's broad CRM features.

Room for Improvement: ServiceNow could benefit from a simpler deployment process and user-friendlier customization features. Zoho CRM Plus may improve by enhancing its depth in IT service management functionalities and refining integrations with third-party IT tools. Both products can look into reducing setup complexity and enhancing customer onboarding experiences.

Ease of Deployment and Customer Service: ServiceNow involves a complex deployment process, often demanding dedicated IT resources and time. In contrast, Zoho CRM Plus offers a straightforward deployment model with easy integration, benefiting from customer service that supports quick adoption. This highlights Zoho's advantage in simpler initial setup and effective support.

Pricing and ROI: ServiceNow, despite higher setup costs, delivers significant ROI for enterprises needing detailed IT support. Zoho CRM Plus, with lower costs, offers substantial ROI due to its wide functionalities, balancing cost-efficiency with feature-rich offerings. ServiceNow targets extensive IT management, while Zoho focuses on comprehensive CRM benefits at a more accessible price point.

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

Buyer's Guide

ServiceNow Customer Service Management vs. Zoho CRM Plus

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)

Zoho CRM Plus

Ranking in Customer Experience Management

8th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

No ranking in other categories

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 Zoho CRM Plus is 1.2%, down from 2.1% 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%
Zoho CRM Plus	1.2%
Other	96.5%

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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RamilCerrada

Solution architect at SM Supermalls

Customer interactions improve as operations streamline with increased efficiency

Our primary use case for Zoho CRM Plus is centered around customer service. We aim to have a common customer database and a platform that effectively manages all aspects of customer management. We are particularly focused on gathering information about customer sentiments, for which Zoho CRM Plus…

Read full review

Quotes from Members

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

Pros

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

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

"The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes."

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

"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."

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

More ServiceNow Customer Service Management pros

"The tool's features and performance are good."

"The product's most valuable feature is the ability to document information and meetings and track tasks for the business development process."

"The product has valuable stability features."

"The tool is a simple solution that is easy to use. It helps with team collaboration."

"Zoho CRM Plus significantly enhances our customer satisfaction, which aligns with our goal of improving solutions for customer relations management."

"The tool's most valuable features are sales module, pipeline, accounts, and reports analytics. It is a flexible solution. Our teams are more organized and well-informed about any deal movements. Additionally, the reports generated are critical for management, keeping them aware of what is happening at various business levels."

"Zoho CRM Plus is simple, easy to manage, and includes ready-to-use integrations."

"My advice is to use Zoho CRM Plus because it deserves a rating of nine."

Cons

"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."

"I do not have any notes for improvements."

"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."

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

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

"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."

"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."

More ServiceNow Customer Service Management cons

"Zoho CRM Plus needs improvement on mobile app functionality. HubSpot and Salesforce CRMs are more feature-rich and have greater functionalities than Zoho CRM Plus."

"Zoho CRM Plus's UI could be more user-friendly."

"There is no single platform that can streamline everything effortlessly, which makes our setup complex."

"We have faced issues with Zoho CRM Plus' technical support and integrations. Its technical support is not seamless."

"Zoho Desk would benefit from being a multi-tenant tool, which is crucial for service providers with a large customer base."

"Zoho CRM Plus needs to have more detailed reports."

"Zoho CRM Plus's configuration process could be improved."

"Data quality controls or some sort of tools could be improved. The aspect of data validations could be enhanced."

Pricing and Cost Advice

"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."

"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."

"The tool's pricing is competitive and unbelievable. Its licensing costs are yearly."

"I rate the solution's pricing a three out of ten. It is very affordable."

"The tool's pricing is moderate, and licensing costs are yearly."

"It is an affordable product."

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Top Industries

By visitors reading reviews

Financial Services Firm

10%

Manufacturing Company

10%

Retailer

Computer Software Company

No data available

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	6
Midsize Enterprise	1
Large Enterprise	1

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.

See all answers

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...

See all answers

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...

See all answers

What do you like most about Zoho CRM Plus?

The product's most valuable feature is the ability to document information and meetings and track tasks for the business development process.

See all answers

What needs improvement with Zoho CRM Plus?

Zoho Desk ( /products/zoho-desk-reviews ) would benefit from being a multi-tenant tool, which is crucial for service providers with a large customer base. Additionally, better integration support a...

See all answers

What is your primary use case for Zoho CRM Plus?

I use Zoho CRM Plus ( /products/zoho-crm-plus-reviews ) to manage customer records and track the journey from prospects to customers. It involves using different pipelines for various products, sim...

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Salesforce Service Cloud vs ServiceNow Customer Service Management

Compared 10% of the time

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Compared 100% of the time

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Product Reports

Buyer's Guide

ServiceNow Customer Service Management

January 2026

ServiceNow Customer Service Management report

Download ServiceNow Customer Service Management product report

Buyer's Guide

Customer Experience Management

January 2026

Download Zoho CRM Plus product report

Also Known As

ServiceNow CSM

No data available

Overview

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

ServiceNow

Zoho CRM Plus enhances business development and customer management efforts with robust capabilities in sales pipeline tracking, team collaboration, and information organization to support business growth.

Zoho CRM Plus is a comprehensive platform designed for enhancing sales processes, business growth, and customer engagement strategies. It provides businesses with tools for task tracking, information documentation, collaboration, and robust sales modules that facilitate flexible organization. Reports and analytics provide valuable insights into business performance. While users appreciate its simplicity and performance, they note areas for improvement, such as interface design, technical support, and integration capabilities. The system supports adding new customers, patient monitoring, reaching VIPs, and tracking sales leads to align teams on deal progress and organizational goals.

What are the key features of Zoho CRM Plus?

Sales Module: Facilitates efficient management of sales pipelines, accounts, and analytics.
Task Tracking: Helps teams document and monitor tasks seamlessly.
Team Collaboration: Enhances alignment and communication across teams.
Reports and Analytics: Offers insights for different business levels.

What benefits and ROI should users look for?

Improved Team Alignment: Simplifies communication and information sharing.
Enhanced Sales Tracking: Streamlines lead and pipeline management.
Insightful Analytics: Provides essential insights for decision-making.

In industries like healthcare, Zoho CRM Plus is used for patient monitoring and improving care through better customer engagement. In business development, it aids in tracking leads and managing pipelines to achieve growth objectives. The platform's ease of use makes it adaptable across sectors, although some prefer competitors like HubSpot and Salesforce for their advanced features.

Zoho

Sample Customers

Siemens Healthineers, SAP SuccessFactors, Asurion

Information Not Available

Buyer's Guide

ServiceNow Customer Service Management vs. Zoho CRM Plus

December 2025

Free Report: ServiceNow Customer Service Management vs. Zoho CRM Plus

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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.