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ServiceNow Customer Service Management vs Zoho CRM Plus comparison

ServiceNow and Zoho are both solutions in the Customer Experience Management category. ServiceNow is ranked #3 with an average rating of 8.3, while Zoho is ranked #8 with an average rating of 8.0. ServiceNow holds a 5.4% mindshare in CEM, compared to Zoho’s 2.2% 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 14 ServiceNow Customer Service Management reviews
  • 626 Views
  • 110 Comparison Views
100% willing to recommend
Zoho CRM Plus
Read 8 Zoho CRM Plus reviews
  • 144 Views
  • 65 Comparison Views
87% willing to recommend
 

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.

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To learn more, read our detailed ServiceNow Customer Service Management vs. Zoho CRM Plus Report (Updated: June 2025).
Buyer's Guide
ServiceNow Customer Service Management vs. Zoho CRM Plus
June 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
3rd
Average Rating
8.2
Reviews Sentiment
7.7
Number of Reviews
14
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
8
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of June 2025, in the Customer Experience Management category, the mindshare of ServiceNow Customer Service Management is 5.4%, down from 5.5% compared to the previous year. The mindshare of Zoho CRM Plus is 2.2%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

Arvind Mehrotra - PeerSpot reviewer
Integrating departments for unified service while managing complexity and learning curve
ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) 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.
Read full review
Amit Kawadiwale - PeerSpot reviewer
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

"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."
"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."
"The integration capabilities of ServiceNow are wonderful."
"The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes."
"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."
"Our organization has received excellent tech support for ServiceNow Customer Service Management."
"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
"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."
"Zoho CRM Plus is simple, easy to manage, and includes ready-to-use integrations."
"The product's most valuable feature is the ability to document information and meetings and track tasks for the business development process."
"The tool's features and performance are good."
"The product has valuable stability features."
"The tool is a simple solution that is easy to use. It helps with team collaboration."
"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."
 

Cons

"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."
"I do not have any notes for improvements."
"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."
"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."
"The product's AI feature should be improved."
"The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions."
"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."
"The pricing must be more flexible."
More ServiceNow Customer Service Management cons
"There is no single platform that can streamline everything effortlessly, which makes our setup complex."
"Data quality controls or some sort of tools could be improved. The aspect of data validations could be enhanced."
"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's configuration process could be improved."
"Zoho CRM Plus needs to have more detailed reports."
"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."
 

Pricing and Cost Advice

"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."
"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 moderate, and licensing costs are yearly."
"It is an affordable product."
"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."
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859,129 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
10%
Computer Software Company
10%
Manufacturing Company
9%
Healthcare Company
9%
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 ...
See all answers
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.
See all answers
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.
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...
See all answers
 

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SAP Service Cloud vs ServiceNow Customer Service Management Logo
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Tech Mahindra vs Zoho CRM Plus Logo
Tech Mahindra vs Zoho CRM Plus
Compared 100% of the time
More Zoho CRM Plus Competitors
 

Product Reports

Buyer's Guide
ServiceNow Customer Service Management
May 2025
ServiceNow Customer Service Management reportDownload ServiceNow Customer Service Management product report
Buyer's Guide
Customer Experience Management
June 2025
Zoho CRM Plus reportDownload 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
June 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.