Sendbird vs ServiceNow comparison

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Sendbird

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Executive Summary

We performed a comparison between Sendbird and ServiceNow based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

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

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Sendbird vs. ServiceNow

November 2024

Helped 814,649 peers since 2012

Categories and Ranking

Sendbird

Ranking in Help Desk Software

19th

Average Rating

8.6

Number of Reviews

Ranking in other categories

Enterprise Social Software (11th)

ServiceNow

Ranking in Help Desk Software

1st

Average Rating

8.4

Number of Reviews

214

Ranking in other categories

IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)

Featured Reviews

Aayushi Tailor

Senior Mobile Application Developer at qodors

Oct 4, 2024

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.

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Fabio QUINTANILHA

IT4IT Manager at L'Oreal

Jan 29, 2024

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

I use the solution to collect data to build KPIs. We promote and foster the usage of workflows in the company We use the data to compare and review situations, propose improvements, and promote action items. SPM and ITSM features are the most helpful. The product’s standard user experience is…

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Quotes from Members

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

Pros

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

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

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

"Sendbird is reliable and generally crash-free."

"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."

"The most valuable feature is the flexibility of development for customization."

"SPM and ITSM features are the most helpful."

"In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier."

"The pricing of the product is quite good. It's not too expensive."

"If you stick to the out-of-the-box solution, it's an easy setup."

"Very easy to implement and to respond to my clients' needs."

"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."

More ServiceNow pros

Cons

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

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

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

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

"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."

"The solution could improve by being more stable."

"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."

"They could improve license management, particularly when integrating different applications or toolsets."

"When it comes to changing some of the features, I would like a little more leeway."

"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."

"The pricing of the solution could be better. It's a bit high."

"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."

More ServiceNow cons

Pricing and Cost Advice

Information not available

"The price of this solution is expensive."

"The mandatory minimum is US$ 20,000 for licensing."

"The setup cost is high compared to others, especially when the scope is not fixed."

"The licenses are expensive."

"They could be more competitive with their licensing."

"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

"I have found the solution very expensive."

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.

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814,649 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Educational Organization

25%

Computer Software Company

11%

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?

Regarding pricing, at that time, I was a junior developer, and pricing handling like premium version and purchase was on the client side. They managed all aspects, so I don't have more idea about t...

What needs improvement with Sendbird?

When I implemented this SDK, I never noticed the audio and video call in the SDK at that time since it was not there. Now, I have to check the documentation first as I don't have the latest update ...

What is your primary use case for Sendbird?

I implemented Sendbird in a business application for chatting purposes involving business-to-business and customer chatting. It was a public application used by a client from the US.

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.

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Product Reports

Enterprise Social Software

October 2024

Download Sendbird product report

Download ServiceNow product report

October 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