ServiceNow Customer Service Management vs Zoho Desk comparison

Zoho Desk and ServiceNow Customer Service Management compete in the customer service software category. ServiceNow appears to have the upper hand in workflow management and integration capabilities, while Zoho Desk stands out for its economic pricing and effective customization.

Features: Zoho Desk is known for its flexibility, ease of use, and advanced integration capabilities, allowing extensive customization and supporting multiple communication channels, including social media ticketing and phone system integration. It's beneficial for centralizing customer interactions across devices and locations. ServiceNow Customer Service Management is well-regarded for its workflow management, incident and change management, with strong integration options, creating a shared services environment unifying various departments within a dashboard.

Room for Improvement: Zoho Desk could enhance its integration with IT service management systems, improve the user interface, and offer better pricing models for availability. It lacks advanced IT business application features and could improve support responsiveness. ServiceNow Customer Service Management could increase customization options and integrate IVR systems natively. Its integration complexity and learning curve are challenges, and some users find pricing inflexible.

Ease of Deployment and Customer Service: Zoho Desk is available on public, hybrid, and private clouds, facilitating easy deployment with generally satisfactory support, though some find support quality variable. ServiceNow Customer Service Management supports various environments, including on-premises, with adequate support but occasional knowledge gaps. Zoho Desk is more straightforward for deployment, while ServiceNow provides flexibility across environments.

Pricing and ROI: Zoho Desk offers economic pricing with flexible subscription models, providing a competitive edge through integration within the Zoho ecosystem. It is cost-effective and offers significant ROI when used effectively. ServiceNow Customer Service Management is expensive, potentially limiting smaller businesses. Despite its high cost, users value its feature-rich offerings supporting substantial efficiencies and improvements.