Help Scout and ServiceNow, An In-Depth Comparison 2024

Comparison Summary

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: Customer Satisfaction Data

Most deployed common Use Cases for Help Scout and ServiceNow

What makes Help Scout and ServiceNow ideal 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.

"...We use it for our interior IT Help Desk despite the fact that it is truly planned more for outer client help...." Peer review by Micheal L, Executive Director, Computer Software

"...Supporting over 20,000 customers, those customers would call the Help Desk, and log Interactions and Incidents for assistance...." Peer review by Ryan Weller, System Administrator, NetImpact Strategies Inc.

What makes Help Scout and ServiceNow ideal for Workflow Management?

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.

"...It's literally an essential part of our everyday workflow...." Peer review by Ellie B, CXA

"...Incident communication workflows are easily customized to ensure that agents are responding to incidents within management defined SLAs...." Peer review by Aaron Lael, Telecommunications Specialist III, State of Utah, DTS

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.

"...Also the fact that you can assign to certain people makes it easier to track and follow up...." Peer review by Yohan Andres M, Digital Marketing Manager

"...The benefits are constant interaction with the customer...." Peer review by Ajay S

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.

"...We are creating and maintaining an internal and external knowledge base for our product RentLinx...." Peer review by Jake S, Training Manager, Computer Software

"...IT support and knowledge base for IT Ticket organization and fluent assigning of tickets...." Peer review by Rebecca M., Information Technology and Services

What makes Help Scout and ServiceNow ideal for Communication Management?

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.

"...We use Help Scout within our small team to manage ALL customer interactions...." Peer review by Laurel G., Presenter, Media Production

"...It is used across all of IT internally and then externally for the help articles and incident help tracking (emails)...." Peer review by Employee in Information Technology