Overview: Help Scout and ServiceNow as Help Desk Category solutions.

Help Scout focuses on customer relationship enhancement and communication management, fitting well with large enterprises and specialized industries like health and wellness. On the other hand, ServiceNow offers extensive workflow management and integration benefits, attracting small to mid-market segments across various sectors, especially IT and services. Both platforms cater to specific business goals, with Help Scout excelling in customer engagement and ServiceNow in operational scalability.

Help Scout: Help Scout's shared inbox, help center, and live chat software streamline customer communication management. Teams are equipped with essential tools for efficient service.

ServiceNow: ServiceNow, a cloud-based workflow automation platform, enhances operational efficiencies by automating routine tasks and delivering digital workflows. Its capabilities include AI, analytics, mobile app building, and secure cross-enterprise integrations.

Help Scout and ServiceNow: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Help Scout facilitates helpdesk management, workflow management, and knowledge management, aligning with needs for streamlined customer communications. read more →

ServiceNow excels in workflow management, helpdesk management, and engagement, supporting efficient processes and team collaboration. read more →

Business Goals

Help Scout aims to enhance customer relationships and acquire new customers, which is vital for businesses focusing on user engagement. read more →

ServiceNow prioritizes scaling best practices and risk management, essential for enterprises seeking operational excellence. read more →

Core Features

Help Scout offers custom reports, integrations, and data import/export, providing robust analytics and seamless system interoperability. read more →

ServiceNow provides AI-powered solutions, compliance support, and extensive integrations, beneficial for comprehensive analytical capabilities. read more →

Vendor Support

Help Scout provides 24/7 support, email, phone, and chat services, highlighting their readiness to assist complex operations. read more →

ServiceNow offers 24/7 support, along with phone, chat, and email services, catering to diverse organizational needs and preferences. read more →

Segments and Industries

Help Scout caters mostly to large enterprises, media production, and health wellness sectors, aligning with strategic communication needs. read more →

ServiceNow serves small to large enterprises in IT, financial services, and telecommunications, reflecting its industry versatility. read more →

Operational Alignment

Help Scout fits well into operations of large enterprises, focusing on efficient communication and collaboration infrastructures. read more →

ServiceNow integrates seamlessly into operations of all scales, supporting streamlined workflow and comprehensive data management. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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low

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Integration Risk

medium

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low

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Import

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Data Export

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Support

Phone Support

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Email Support

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24/7 Support

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Chat Support

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Others

Custom Reports

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Analytics

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AI Powered

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Most deployed common Use Cases for Help Scout and ServiceNow

What Are the key features of Help Scout and ServiceNow for Helpdesk Management?

Help Scout focuses on providing excellent email support and knowledge base management, with a simple interface and responsive support. ServiceNow offers a comprehensive help desk system with advanced features for incident, request, change, and problem management, as well as asset tracking and knowledge-base management. Help Scout excels in email support, while ServiceNow offers a wider range of capabilities. However, both tools have limitations, with Help Scout lacking advanced features and ServiceNow requiring user training due to its complex interface.

"...Set-up was easy and when we did need support, the Help Scout team was responsive and effective...." Peer review by Alyssa Ciorciari, User Support Manager, WayUp

"...SN offers a number of features for IT help desk teams, and is customizable to fit your needs...." Peer review by Executive Sponsor

How can Help Scout and ServiceNow enhance your Workflow Management process?

Help Scout and ServiceNow both allow for automating processes using workflows. Help Scout excels at creating simple, intuitive workflows with if/then logic. ServiceNow focuses on more complex workflows, which can be customized but may require a dedicated development team. Help Scout's workflow engine can be slow to reprocess existing cases, while ServiceNow can be time-consuming to customize workflows.

"...I even had non-coders building workflows to make email management easier...." Peer review by Rocky K., lead

"...The platform is managing more than one million incidents a year and the digital workflows have dramatically improved operational efficiency...." Peer review by Marc Desmots, IT Architect, Orange Business Services

Why is Help Scout and ServiceNow the best choice for Engagement Management?

Help Scout prioritizes customer interactions and satisfaction. Help Scout provides tools to track customer feedback, follow up with customers, and improve customer experience. ServiceNow focuses on service management and internal operations. ServiceNow tracks customer interactions, manages internal tasks, and provides tools for compliance and risk management. A key limitation of both systems is the potential for complex configurations that can hinder user interaction and efficacy.

"...Help Scout seamlessly integrates with services like Olark and Snap Engage so that every chat is automatically stored in the customer's profile...." Peer review

"...Servicenow is fantastic for incident-centric environments (anywhere you'd use a CRM solution to track customer/user/agent interactions)...." Peer review by Technician in Information Technology

What makes Help Scout and ServiceNow ideal for Knowledge Management?

Help Scout and ServiceNow both allow users to create knowledge bases. Help Scout's knowledge base feature is relatively easy to set up and use. ServiceNow offers a more robust knowledge management system, designed to be used across the entire organization. However, ServiceNow's knowledge base requires more customization and may not be as user-friendly as Help Scout's.

"...The Docs site allowed us to easily implement a knowledge base for our users without having to involve our development team...." Peer review by Administrator

"...We were trying to link all assets, issues and maintain the Knowledge base...." Peer review by Shyam D.

How can Help Scout and ServiceNow enhance your Communication Management process?

Help Scout and ServiceNow both excel at managing customer communications but differ in their focus. Help Scout primarily focuses on email communication, allowing users to manage, track, and send emails efficiently. ServiceNow, on the other hand, offers a broader range of communication management features, including internal communications, publishing news, and managing workflows for both internal and external stakeholders. However, ServiceNow faces limitations in email follow-up capabilities.

"...But in all honesty, my favorite thing about Help Scout is the weekly newsletter they send out via email...." Peer review by Tessa Aschner, Retail

"...ServiceNow is used to manage customer interactions (cases) as well as device interactions (incidents) for our internet systems...." Peer review by Verified User, Project Manager in Information Technology, Consumer Electronics