ServiceNow Customer Service Management vs Zoho Desk comparison

"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."

"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."

"The product provides flexibility in managing and categorizing the incidents."

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

"Our organization has received excellent tech support for ServiceNow Customer Service Management."

"The tool is very useful as it helps us run businesses smoothly."

"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 tool can offer. It can be integrated with any external system. There are also automation possibilities."

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

"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."

"The solution doesn't have any bugs."

"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

"Zoho Desk is very flexible, just like the other applications of Zoho."

"The product provides communication features like chats and calls."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."

"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."

"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."

"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 product does not cater to businesses of every scale and budget."

"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."

"ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses."

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

"Zoho Desk should provide more integrations and improve the Zoho project integration."

"They could enhance the product’s features to customize the automated email responses."

"There is room for improvement with the pricing."

"Zoho Desk needs to be enhanced to support IT service management policies."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

"The product has a premium price"

"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."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"Zoho Desk's cost is pretty much okay."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"The solution costs INR 8400 per user."

"The product costs $10 to $25 per user per month."

"For what it does, it's quite cheap."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"Zoho Desk is a cost-effective solution."