Both tools look similar though they help in different ways. Freshdesk is a customer support software that helps you provide better customer service through ticketing, knowledge base management, and other automation capabilities while ServiceNow is an IT service management platform that provides workflow automation and asset tracking.
FreshDesk focuses on helping you quickly respond to customer inquiries and providing personalized support.
Freshdesk
is a customer service software that helps Companies to provide faster, smarter and better support services. It is an all-in-one platform for customer interactions with features like ticketing, live chat, self-service portal, knowledgebase, automation etc.
Some of the features it offers include:
Ticketing: Create tickets to automatically respond to customer inquiries and track them over multiple channels.Live Chat: Interact with customers in real-time through an integrated chat window.
Knowledge Base: Create a centralized repository of answers to customer questions and queries.Self-Service Portal: Allow customers to access information and submit requests independently from the help desk.Automation: Automate certain tasks to save time and streamline customer service processes.
Live Chat: Engage with customers in real time via web interface or a mobile app.
Knowledgebase: Create and store customer information for easy access.
Automation: Automate workflows like ticket routing, SLA management etc.
Analytics & Reporting: Track customer engagement and satisfaction levels
These two tools are very different in terms of the services they offer but have some common features like for example both of them provide reporting and analytics. However, Freshdesk is more geared towards customer service operations while ServiceNow is better suited to managing IT services.
It is important that you assess your needs before deciding which software solution to go with as each one offers different features and benefits. So make sure to evaluate all the options carefully in order to choose the best option for your business.
Are there any free alternatives for Freshdesk?
If you’re looking for a free alternative to Freshdesk, there are several options available such as Zendesk, Salesforce Desk and Help Scout.
ServiceNow
ServiceNow on the other hand is a cloud-based platform used to automate IT processes such as incident management, problem solving, asset tracking and more. ServiceNow also offers additional solutions like HR service delivery and IT Business Management (ITBM) applications so that your employees can work more efficiently.
So while Freshdesk focuses on customer support while ServiceNow focuses on employee productivity. Both tools have their distinct advantages that make them great options for different businesses depending on what they need.
ServiceNow on the other hand is an IT service management (ITSM) software that helps businesses streamline their IT operations by automating processes, improving workflow efficiency and providing visibility into asset tracking and usage.
It provides features such as
- incident management
- problem management
- change management
- configuration
- management and more.
incident management: Automates the process of responding to and resolving customer service requests.
problem management: Provides visibility into root causes of problems and helps prevent them from reoccurring.
change management: Streamlines approval processes for changes in IT systems.
configuration management: Tracks hardware and software assets for easier inventory and maintenance.
So, while Freshdesk is great for managing customer service operations, ServiceNow is a better option if you’re looking to automate and streamline your IT workflow. Both tools can be used together or independently depending on the needs of your business. It is important that you assess all the available options before deciding which software solution to go with as each one offers different features and benefits. So make sure to evaluate all the options carefully in order to choose the best option for your business
