ServiceNow Customer Service Management vs Zoho CRM Plus comparison

ServiceNow Customer Service Management vs. Zoho CRM Plus

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Helped 865,384 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

3rd

Average Rating

8.2

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd)

Zoho CRM Plus

Ranking in Customer Experience Management

7th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2025, in the Customer Experience Management category, the mindshare of ServiceNow Customer Service Management is 4.9%, down from 5.7% compared to the previous year. The mindshare of Zoho CRM Plus is 2.1%, down from 2.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management

Featured Reviews

Arvind Mehrotra

managing partner at AmPmilify Associates LLP

Integrating departments for unified service while managing complexity and learning curve

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. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.

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Amit Kawadiwale

Director at quickwork

A flexible solution that helps to manage sales pipelines and leads

I rate the overall product an eight out of ten. I recommend it to SMEs and other small-scale companies. I advise beginning with the lead and deal models for those looking to start using this solution, as these are more critical for the sales function. Once you have those established, you can adopt other models like orders or purchase orders if you need them.

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

"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."

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

"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."

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

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

"The integration capabilities of ServiceNow are wonderful."

More ServiceNow Customer Service Management pros

"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."

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

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

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

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

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

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

"The product has valuable stability features."

Cons

"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."

"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."

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

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

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

"The pricing must be more flexible."

More ServiceNow Customer Service Management cons

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

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

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

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

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

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

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

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."

"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."

"The product has a premium price"

"It is an affordable product."

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

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

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

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Use our free recommendation engine to learn which Customer Experience Management solutions are best for your needs.

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865,384 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Manufacturing Company

10%

Financial Services Firm

Healthcare Company

Computer Software Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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.

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.

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...

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...

Microsoft Dynamics CRM vs ServiceNow Customer Service Management

Comparisons

Compared 52% of the time

Genesys Cloud CX vs ServiceNow Customer Service Management

Compared 18% of the time

SAP Service Cloud vs ServiceNow Customer Service Management

Compared 16% of the time

Oracle Fusion Service vs ServiceNow Customer Service Management

Compared 7% of the time

Salesforce Service Cloud vs ServiceNow Customer Service Management

Compared 7% of the time

More ServiceNow Customer Service Management Competitors

Tech Mahindra vs Zoho CRM Plus

Compared 100% of the time

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Product Reports

ServiceNow Customer Service Management

Download ServiceNow Customer Service Management product report

ServiceNow Customer Service Management report

Customer Experience Management

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

ServiceNow Customer Service Management vs. Zoho CRM Plus