Sendbird vs ServiceNow comparison

Read 214 ServiceNow reviews

14,049 Views
9,102 Comparison Views

91% willing to recommend

Sendbird

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 1, 2024

ServiceNow and Sendbird target different domains with workflows and IT service management for ServiceNow, and in-app communication solutions for Sendbird. ServiceNow seems more favorable when it comes to pricing and support, whereas Sendbird's communication features might outweigh its cost.

Features:ServiceNow provides extensive IT service management with automation and integration tools essential for complex workflows. Sendbird offers real-time chat, video, and voice API features, enhancing user interactions in applications.

Room for Improvement:ServiceNow can improve its deployment complexity, user interface intuitiveness, and mobile application functionality. Sendbird might enhance its documentation, support for large-scale integrations, and customization flexibility.

Ease of Deployment and Customer Service:ServiceNow's deployment involves extensive customization necessitating robust customer support, while Sendbird's deployment is more straightforward with an emphasis on rapid API integration and dedicated technical support.

Pricing and ROI:ServiceNow's setup costs are high due to its expansive capabilities but result in significant ROI from efficiency gains. Sendbird offers a more flexible pricing model linked to usage levels, possibly yielding a better ROI for communication-focused needs.

To learn more, read our detailed Sendbird vs. ServiceNow Report (Updated: November 2024).

Download the complete report

Sendbird vs. ServiceNow

November 2024

Helped 824,067 peers since 2012

Categories and Ranking

Sendbird

Ranking in Help Desk Software

15th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Enterprise Social Software (10th)

ServiceNow

Ranking in Help Desk Software

1st

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

214

Ranking in other categories

IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

Featured Reviews

Aayushi Tailor

Senior Mobile Application Developer at qodors

Effortless implementation with comprehensive developer guidance for integration

I am a direct developer with cross-platform expertise, so we just have to use simple methods, like sending messages and connecting to create a channel and so on. We don't have to code more since every method gives proper responses, and we can get all the data from that response and display it in our application. It's easy to use. I suggest to other colleagues that if they consider a chat integration, Sendbird is simple and easy to understand. Additionally, if a new employee joins the company, it's easy for them to understand the code already implemented. I'd rate the solution nine out of ten.

Read full review

Fabio QUINTANILHA

IT4IT Manager at L'Oreal

A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs

As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.

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 most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."

"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."

"The Sendbird developer portal provides each step, including methods, making it easy to implement."

"Sendbird is very flexible, and they have made great strides towards optimization."

"Sendbird is reliable and generally crash-free."

"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."

"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."

"We always get good support."

"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."

"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."

"Within our organization, we're not finding really any major issues with scalability and things of that nature."

"The solution has very good automation tools."

"The solution is stable, scalable and easy to use."

"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."

More ServiceNow pros

Cons

"More analytics tools could be integrated into Sendbird."

"I thought that there should be the audio and the video call functionality as well."

"Their pricing is very high compared to competitors, which is a concern for us."

"Impersonating a user or using a template user to send messages for development purposes would be very useful."

"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."

"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."

"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."

"The pricing structure could be more budget-friendly."

"The utilization of AI in ServiceNow needs enhancement."

"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."

"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."

"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."

"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."

"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."

More ServiceNow cons

Pricing and Cost Advice

"There is a starter plan for $399 per month, and a pro plan for $799 dollars."

"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."

"There are licensing fees."

"There is an annual subscription to use this solution."

"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."

"I have found the solution very expensive."

"The licenses are expensive."

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."

"The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

824,067 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Educational Organization

26%

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What is your experience regarding pricing and costs for Sendbird?

I actually don't know anything about their pricing.

What needs improvement with Sendbird?

At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds.

What is your primary use case for Sendbird?

We use the Sendbird JavaScript SDK for a React Native mobile app, specifically to manage all of our chat software. Instead of having our own WebSocket application for users to be in group channels ...

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

BMC Helix ITSM vs ServiceNow

Comparisons

No data available

Compared 9% of the time

Microsoft Power Apps vs ServiceNow

Compared 8% of the time

Pega Platform vs ServiceNow

Compared 8% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Appian vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

Product Reports

Enterprise Social Software

December 2024

Download Sendbird product report

Download ServiceNow product report

November 2024

Also Known As

Sendbird Calls, Sendbird Desk

No data available

Learn More

Sendbird

Overview

Businesses utilize Sendbird for real-time communication in apps, including chat, notifications, messaging for support, and community engagement. It integrates with mobile and web platforms for seamless user interactions and reliable messaging services.

Sendbird is highly regarded for its ease of integration with both mobile and web platforms, providing a robust solution for real-time communication needs such as chat, notifications, and customer support messaging systems. Companies use it to enhance user engagement through efficient, reliable messaging services. The platform stands out due to its strong API, reliable performance, excellent customer support, and extensive documentation. Despite challenges with scalability during peak times and integration difficulties, Sendbird's customization options and real-time messaging capabilities cater to both small and large applications.

What are the key features?

Strong API: Provides a powerful and flexible interface for developers.
Reliable Performance: Ensures stable and consistent operations.
Excellent Customer Support: Offers responsive and helpful assistance.
Seamless Integration: Easily integrates with other platforms.
Extensive Documentation: Enhances the developer experience with thorough guides and resources.
Customization Options: Allows tailoring to specific needs and use cases.
Real-Time Messaging: Supports instant communication capabilities.
Easy Scalability: Handles growth for both small and large applications.

What benefits should users look for?

Enhanced User Engagement: Promotes active interaction and satisfaction.
Efficient Communication: Provides reliable messaging and notifications.
Developer-Friendly: Offers strong support and comprehensive documentation.
Scalability: Adapts to the changing demands of the business.
Seamless Integration: Simplifies the integration process with other platforms.

Sendbird is widely implemented across a range of industries such as e-commerce, healthcare, and social networking. E-commerce platforms use it to handle customer support and notifications, healthcare apps utilize it for patient communication, and social networks leverage its real-time chat capabilities for community engagement and interaction.

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

Sample Customers

Information Not Available

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow