Compare Zendesk and ServiceNow
Zendesk overview
Few people associate Zendesk with field service management — it was created — and continues to thrive — as a customer support solution, most notably through website chat client technology.
But it’s hard to ignore the statistics that Zendesk claims, regardless of the size of your customer base, it can increase customer satisfaction by 25% and agency productivity by 30%.
From the perspective of the service owner, it is a convenient data island that contains and integrates all your customer interactions. The interface provides you with various widgets, such as predefined ticket responses, customer history, etc. .
The company offers seven different platform products, each user’s monthly fee ranges from 0 to 200 US dollars, and contains different feature sets, so you are likely to find something suitable.
However, what’s hard to ignore is the very common perception between reviews and users. Zendesk’s own customer support-ironically, it sells customer support solutions-has many shortcomings, so our advice is to let The free trial goes very smoothly before you submit.
ServiceNow overview
As its founder said, ServiceNow’s philosophy is to create a cloud-based platform that allows anyone to guide and track tasks through the workflow of any company, regardless of whether they are technically proficient or not.
It is designed to handle the heavy work and manual nature of business areas such as field service management, and to achieve automation as much as possible, connecting different business departments, so that they all use the same customer service language.
Like many of its competitors, ServiceNow has found its home primarily as an IT service management platform, but the basic method of creating work orders and diverting them to various departments is very suitable for field service management.
The main commonality between Zendesk and ServiceNow
Both platforms are cloud-based software-as-a-service (SaaS) tools, so they are designed to run properly in any browser on any device from desktop to iPhone, iPad, and Android, for mobile technicians and service personnel Get ready to go on the road out of the box.
Both platforms come with templates and macros to allow the system to automatically send pre-made messages to users and customers in response to prescribed actions, and they both have customer satisfaction survey tools that are not integrated into the work ticket, although when it comes to Zendesk, they only Included in the Pro plan or higher.
But there is another feature, although it may not immediately seem important, it can actually save (or cost) considerable capital when you migrate to a new service, which is to import or export data between systems, especially When you migrate to ServiceNow or Zendesk, you are entirely from another platform.
ServiceNow allows you to import and export from Excel spreadsheets and export to PDF, while in Zendesk (again, starting with the Pro plan) you can export the ticket as an XML file, but only through the API. Before migration, take a careful inventory of the formats that can bundle existing data, as this will require the best platform.
The main difference between Zendesk and ServiceNow
A viable Zendesk build—the free product has too few features to really handle on-site service management—starts at $49 per user per month, ServiceNow starts at $10,000 per year, and can go up to $30-40,000 to get more Function.
ServiceNow mainly comes from IT and focuses more on asset management, workflow automation and application development, while Zendesk’s advantage lies in multi-channel ticket management and self-service, and more energy has been invested in analysis.
The Zendesk user interface is a bit more complicated and tends to be packed with too much information. By trying to reach everyone at the same time, Zendesk may overwhelm new users until they get used to it.
ServiceNow also provides product and asset management options, so you can manage services and products across different business streams, observe asset life cycles, and track purchases-all features can only be obtained through third-party integration with Zendesk.
Choose the best field service management software
The prices on the website are just the beginning. If you have an existing field service management platform up and running, exporting the data to other locations will incur costs.
This means that the relatively high cost of ServiceNow can be a bit deceptive. Since Zendesk is well-known and recommended in various business areas, the lower price may make it seem simple.
However, if you manage a business that sells and delivers products or parts as well as services and installations, ServiceNow has built-in asset management capabilities that allow you to track it-researching, buying, and deploying something similar for Zendesk may end up costing you as much The cost is saved when you find that it is not as seamless as you hoped.
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