Best ServiceNow Alternatives

ServiceNow has dominated the Enterprise ITSM market for decades, and for good reason, it is a fantastic solution for their ideal customers.  ServiceNow's customers range in size to global corporations with over 10,000+ employees, including firms like Accenture, BT and Vodafone.

But maybe you are looking for a more cost-effective solution, one that won't take forever to roll out? This article explores ServiceNow Alternatives, which are focused on aligning Sales and Customer Service Operations on one platform.

Businesses are embracing automation to meet growing customer demands and expectations. According to Gartner, by the end of 2025, 80% of customer service organisations will have abandoned native mobile apps in favour of messaging solutions.

This shift underscores the importance of streamlining customer service workflows and investing in automation tools that improve efficiency and customer satisfaction.

While ServiceNow is a well-known player in Customer Service Management (CSM), businesses may find that its complexity and cost make it less suitable for their needs.

In this article, we’ll explore the best ServiceNow alternatives that offer superior customer service automation and workflows, with a special focus on HubSpot Service Hub as a new and credible contender.

The Importance of Customer Service Automation in Modern Businesses

Customer Service automation has become a necessity rather than a luxury. Companies that fail to invest in automation risk losing customers due to slow response times and inconsistent service.

Benefits of Automating Customer Service

Automating customer service operations offers a wide range of benefits for businesses. Here's a breakdown of the key advantages:

1. Increased Efficiency and Productivity

• Automation of Repetitive Tasks:
  • Automated systems can handle routine inquiries, such as order tracking, password resets, and FAQs, freeing up human agents to focus on more complex issues.
  • This significantly reduces the workload on customer service teams.
• Faster Response Times:
  • Automated systems can provide instant responses to customer inquiries, reducing wait times and improving customer satisfaction.
• Improved First Contact Resolution:
  • Automation can help resolve common issues quickly and efficiently, increasing the likelihood that customers' problems will be solved on the first interaction.

2. Cost Reduction

• Reduced Labor Costs:
  • Automation can reduce the need for a large customer service staff, leading to significant cost savings.
• 24/7 Availability:
  • Automated systems can provide customer support around the clock, without the need for additional staffing.
• Decreased Operational Costs:
  • By streamlining processes and reducing errors, automation can help lower overall operational costs.

3. Enhanced Customer Experience

• 24/7 Support:
  • Customers can get help whenever they need it, regardless of the time of day.
• Consistent Service:
  • Automated systems provide consistent and reliable service, ensuring that all customers receive the same level of support.
• Personalised Interactions:
  • AI-powered automation can personalise interactions based on customer data and preferences.
• Omnichannel Capabilities:
  • Automation can integrate across various channels such as chat, email, and social media, providing a seamless customer experience.

4. Improved Agent Satisfaction

• Reduced Tedious Tasks:
  • Automation frees up agents from repetitive tasks, allowing them to focus on more challenging and rewarding work.
• Enhanced Tools and Resources:
  • Automation tools can provide agents with the information and resources they need to resolve customer issues effectively.

5. Scalability

• Handling Increased Volume:
  • Automated systems can easily handle increased customer inquiry volumes without requiring additional staffing.
• Business Growth:
  • Automation allows customer service to scale with the business, supporting growth without compromising service quality.

Impact on Business Efficiency and Customer Satisfaction

Automation enables businesses to allocate resources more effectively. Instead of handling repetitive tasks, agents can focus on complex customer issues that require a human touch. This balance between automation and human interaction results in better service quality and happier customers.

Understanding ServiceNow's Role in Customer Service Automation

ServiceNow is widely known for its robust customer service management features. However, it is often associated with IT Service Management (ITSM), which can make it overwhelming for companies that solely need Customer Service Automation and Workflows.

Overview of ServiceNow’s Customer Service Management (CSM)

ServiceNow CSM integrates customer service with other business functions, enabling proactive issue resolution. It offers tools like case management, AI-driven workflows, and self-service portals.

Key Features and Functionalities

• Case Management: Tracks customer issues from start to resolution.
• Knowledge Base: Helps customers find answers on their own.
• Omnichannel Support: Integrates email, chat and social media platforms.
• AI-Powered Workflows: Uses automation to handle repetitive inquiries.
• Third-Party Integrations: Connects with CRMs, chatbots, and analytics tools.

   

Limitations of ServiceNow in Customer Service Automation

Despite its extensive capabilities, ServiceNow has several drawbacks that may push businesses to look for alternatives.

1. Complexity and Learning Curve

ServiceNow's feature-rich platform requires significant training. Companies without dedicated IT teams may struggle with implementation and customisation.

2. Customisation Challenges

Although ServiceNow allows customisation, it often requires coding knowledge. Many businesses find it difficult to modify workflows without hiring expensive consultants.

3. Suitability for decentralised Companies

ServiceNow is primarily designed for large enterprises. Decentralised companies that push innovation to the business units may find it too expensive and complex, making alternative solutions more attractive.

Criteria for Evaluating ServiceNow Alternatives

When choosing a ServiceNow alternative, businesses should consider:

1. Easy to use, adaptable single platform

Is the platform user-friendly with user configurability? All businesses have unique requirements needing to be accommodated.  Look for configuration rather than customisation to ensure business process changes aren't queued up with either IT department or external consultants.

2. Integration Capabilities

Does it integrate seamlessly with existing tools like CRMs and chatbots?

3. Scalability

Can the platform grow with your business?

4. Cost-Effectiveness

Are the pricing plans flexible and affordable for your business size?

Key Features to Look For

A great alternative should offer: 

✅ Self-Service Portals – Empower users to find answers and submit tickets easily.
✅ Automation & AI – Reduce manual workload with intelligent workflows.
✅ Integration Capabilities – Seamless connectivity with existing business tools.
✅ Customisation – Adapt the software to your organisation’s needs.

Introducing HubSpot Service Hub as a Viable ServiceNow Alternative 

HubSpot Service Hub is one of the best alternatives to ServiceNow, offering intuitive customer service automation and a seamless user experience.

Overview of HubSpot Service Hub

HubSpot Service Hub is customer service software designed to help businesses provide exceptional support. Unlike ServiceNow, HubSpot is built with ease of use in mind, making it an excellent option for businesses of all sizes.

Key Features and Functionalities

• Ticketing System – Automates customer support requests.
• Live Chat & Chatbots – Enhances real-time customer interactions.
• Knowledge Base – Empowers customers with self-service options.
• Customer Feedback Tools – Gathers insights for service improvement.
• Seamless CRM Integration – Works effortlessly with HubSpot CRM.
  
  

Comparing HubSpot Service Hub and ServiceNow CSM

Other Notable Alternatives to ServiceNow for Customer Service Automation

1. Zendesk Support Suite

• Best for businesses needing a powerful yet easy-to-use ticketing system.
• Features omnichannel support, automation, and analytics.

2. Freshdesk

• Ideal for SMBs looking for an affordable support solution.
• Offers AI-driven ticketing, chatbots, and reporting tools.

3. Zoho Desk

• Best for companies wanting a highly customisable help desk solution.
• Provides AI-powered insights, automation, and self-service portals.
  
  

It's essential for businesses to thoroughly assess their requirements before selecting the most suitable customer service automation tool.

While ServiceNow is a formidable platform, its complexity and cost can be prohibitive for many businesses. 

ServiceNow requires specialist technical resources to maintain the platform and make any required changes. This can be costly and time-consuming.

In contrast, HubSpot Service Hub stands out as the best alternative, offering user-friendly, cost-effective and powerful automation solution without the need for technical resources or expensive external consultants.

Additional Considerations

Customer Self-Service is now a fundamental element of successful service strategies. However, shifting from assisted service to Self-Service demands a strategic approach to ensure the user experience is elevated.  

It's worth mentioning the economic benefits of transitioning from assisted service to self-service are substantial, and measuring the effectiveness of customer self-service experiences is now more accessible than ever.

To find out how Customer Service Automation could help your business, set up a meeting with one of our team members today.

Got more questions? take a look at our FAQs

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