Home/Help Desk Software/Moveworks vs ServiceNow Customer Service ManagementUpdated on: March 2, 2024

Compare Moveworks vs ServiceNow Customer Service Management

78% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
85% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zendesk Support
Zendesk Support Help Desk Software (3480 Ratings)
95% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Jitbit Helpdesk
Jitbit Helpdesk Help Desk Software (106 Ratings)
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78% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
85% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zendesk Support

Zendesk Support

Help Desk Software (3480 Ratings)
95% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Jitbit Helpdesk

Jitbit Helpdesk

Help Desk Software (106 Ratings)
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Overview

Summary

Moveworks is an employee service management platform that helps companies by making the work environment productive for their employees. Moveworks is an all-in-one platform for all the work, issuing an IT ticket to managing the HR portal. The platform offers an intelligence engine, triage, multilingual support, performance dashboards, and integration partners. For IT teams, conversational AI can automate a variety of tech issues, from provisioning software, resetting passwords and creating email groups. Moveworks also helps companies create an effortless employee experience. The platform makes sure that an organisation complies with every financial policy. It provides the right paragraph from the company’s knowledge base. Furthermore, Moveworks maximises the value of these resources. It immediately learns new information and surfaces it over chat. Moveworks uses conversational AI to address questions automatically. The platform’s bot surfaces the exact answer based on the user’s role, location, and security permissions. Moveworks personalise messages to cut through the noise. ..show more

With ServiceNow Customer Service Management (CSM), can create effortless customer experiences that span the entire journey, from initial issue to resolution. CSM unifies front, middle, and back offices on a single platform, empowering teams to proactively address customer issues and instantly handle common customer requests. Increased customer satisfaction, reduced case volume, and lower costs. ..show more

Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all customer data in a single interface so they have the complete history of any interactions, and can provide a more personalized and complete resolution to the issue. Zendesk Support can bring together support data and interactions from multiple channels, and also allows customers to submit support requests through the channel of their choice. The agent support tools allow customer queries to be submitted directly to the right agent with the right skills and knowledge to answer the request. Customer support agents can also collaborate with other teams to get the necessary information to best resolve issues. Zendesk Supports helps improve support agents’ response time by guiding them directly from one ticket to the next, which also avoids them cherry picking certain ticket types. ..show more

Jitbit Helpdesk is a ticketing system and helpdesk software meant for your IT, SaaS and email-based businesses. It is easy to use and provides thorough support to customers. It enables you to send emails to the helpdesk and start managing the raised tickets. SaaS and IT versions integrate with over 500+ applications like mailboxes, Google Drive, etc. There is also a cloud version that is secure, powerful and easy to set up. The software comes with apps across both Android and iOS devices where customers can keep viewing the details of the ticket until it is resolved. The helpdesk automation feature of Jitbit helps you to have control over your raised tickets. Its team mailbox allows you to prioritise your tickets. With this app, users can type innovative replies for knowledge-based articles. The software allows you to seek feedback from customers through the ‘Ideas’ forum. Moreover, you can also sign-in to your Google Account from the Azure account. You can manage your IT service request tickets by its IT ticketing system. The app is customisable and you can easily monitor your organisation’s assets. ..show more

Features

Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Automated Routing Helps automatically routing queries and data to the right agent

Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement

Customizable Branding Facilitates brand marketing as per the brand-owner's requirement and preference

Document Storage Helps in storing the documents electronically and in a systematic way

Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Known Issue Management Helps to tackle and to manage familiar issues or routine challenges

Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online

Macros (Templated Responses) Helps in storing, creating and sending canned or pre-written responses to main the discussion flow

Multi-Channel Communication Helps in receiving queries and offering help through multiple channels

Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Social Media Integration Enables integrating the software with social media for better reach and coverage

Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

TECHNICAL DETAILS

Access Monitoring

24/7 (Live rep)

Business Hours

Online

Contact Number/Address

Mountain View, California

Santa Clara, California / +1 408-501-8550

San Francisco, California / +1 415-418-7506

Edinburgh, Scotland / +1 646-397-7708

API

N/A

N/A

Deployment

SaaS/Web/Cloud

Mobile - Android

Mobile - iOS

Mobile - Windows

Mobile - BlackBerry

Installed - Windows

Installed - Mac

Customers

Individuals

Freelancers

Large Enterprises

Medium Business

Small Business

Pricing

Pricing Model

Free Trial

Freemium

One-time license

Open-source

Subscription

Quotation Based

Plans

Moveworks
Custom

Features

  • Effortless Employee Service
  • Every channel, every issue, every time
  • Multi-language Support
  • Performance Dashboard
  • Triage
  • Movework intelligence Engine
View Price Page
Standard
Custom

Features

  • Agent Workspace
  • Case Management
  • Omni-Channel1
  • Self-Service
  • Knowledge Management
  • Walk-Up Experience for Customer Service
  • Service Management for Issue Resolution
  • Advanced Work Assignment2, 5
  • Engagement Messenger
  • Digital Portfolio Management

Note:

1 Messaging (part of Omni‑Channel) is included in the Professional package.
2 Agent Affinity (part of Advanced Work Assignment) is included in the Professional package.
3 IT Operations Management is needed for Proactive Customer Service Operations
4 Project Portfolio Management is needed for Customer Project Management.
5 Shift‑Based Assignment (part of Advanced Work Assignment) is included in the Enterprise Package.

Professional
Custom

Features

  • Agent Workspace
  • Case Management
  • Omni-Channel1
  • Self-Service
  • Knowledge Management
  • Walk-Up Experience for Customer Service
  • Service Management for Issue Resolution
  • Advanced Work Assignment5
  • Engagement Messenger
  • Digital Portfolio Management
  • Proactive Customer Service Operations3
  • Task Intelligence
  • Performance Analytics
  • Virtual Agent
  • Outsourced Customer Service
  • Customer Project Management4
  • Continual Improvement Management
  • Vendor Management Workspace
  • DevOps
Enterprise
Custom

Features

  • Agent Workspace
  • Case Management
  • Omni-Channel1
  • Self-Service
  • Knowledge Management
  • Walk-Up Experience for Customer Service
  • Service Management for Issue Resolution
  • Advanced Work Assignment
  • Engagement Messenger
  • Digital Portfolio Management
  • Proactive Customer Service Operations3
  • Task Intelligence
  • Performance Analytics
  • Virtual Agent
  • Outsourced Customer Service
  • Customer Project Management4
  • Continual Improvement Management
  • Vendor Management Workspace
  • DevOps
  • Workforce Optimization
  • Process Optimization
View Price Page
Suite Team
$59 /User/Month

Features

  • Industry-leading ticketing system
  • Messaging across web, mobile and social
  • Email, voice, SMS, and live chat support
  • Help center - Single
  • Easy-to-set up automations & workflows
  • AI-powered automated answers - Up to 50
  • Unified agent workspace
  • Routing based on agent status and capacity
  • Reporting and analytics: PreBuilt
  • Data and file storage: Standard
  • 1,000+ apps and integrations: PreBuilt
  • Robust APIs: Standard Rate Limit
  • Online support from the Zendesk team
  • Onboarding and adoption guidance
Suite Growth
$99 /User/Month

Features

  • Includes features of Suite Team plan, plus
  • Help center - Multiple
  • Easy-to-set up automations and workflows with additional options
  • AI-powered automated answers - Up to 100
  • Data and file storage: Intermediate
  • 1,000+ apps and integrations: PreBuilt and Custom
  • Robust APIs: Advanced Rate Limit
  • Self-service customer portal
  • AI-powered knowledge management
  • Customisable ticket layouts
  • Light access licenses: Upto 50
  • Service Level Agreement (SLA) management
  • Multilingual support and content
Suite Professional
$125 /User/Month

Features

  • Includes features of Suite Growth plan, plus
  • AI-powered automated answers - Up to 500
  • Routing based on agent status, capacity and skills, as well as conversation priority
  • Reporting and analytics - Prebuilt and Custom
  • Light access licenses: Upto 100
  • Live agent activity dashboard: Viewable
  • Integrated community forums
  • Private conversation threads
  • Customisable and shareable dashboards
  • Advanced voice capabilities
  • Data Location Options
  • HIPAA compliance
  • Events Connector for Amazon Web Services
Suite Enterprise
$199 /User/Month

Features:

  • All the core elements needed for excellent customer support, and
  • Custom team roles and permissions
  • Advanced knowledge management
  • Customizable agent workspaces
  • Customizable branding for web conversations
  • Light access licenses - Upto 1000
  • Live data and external dashboard sharing
  • Live agent activity dashboard - Customisable, agent capacity, plus live agent status drill-in
  • Sandbox environment for change management
  • Robust APIs - Enterprise Rate Limit
  • AI-powered triage and conversation insights - Retail Only
View Price Page
Freelancer
$29 /Month

The essentials to provide basic support for clients

Features

  • 1 agent
  • Unlimited storage
  • All the core features
  • iOS/Android apps
  • Custom domain
Startup
$69 /Month

For aspiring teams getting traction

Features

  • 4 agents
  • Unlimited storage
  • All the core features
  • iOS/Android apps
  • Custom domain
Company
$129 /Month

Established profitable businesses

Features

  • 7 agents
  • Unlimited storage
  • All the core features
  • iOS/Android apps
  • Custom domain
  • Downloadable backup
Enterprise
$249 /Month

Big and serious enterprises with thousands of clients

Features

  • 9 agents, $29 extra
  • Unlimited storage
  • All the core features
  • iOS/Android apps
  • Custom domain
  • Downloadable backup
  • Hide "powered by Jitbit"
  • Expedited support
  • HIPAA compliance, BAA
Small (For Your Server)
$2199 Others

Medium sized support teams

Features

  • 10 agents
  • Free upgrades for 1 year
  • Perpetual license
Company (For Your Server)
$3799 Others

For established profitable businesses

Features

  • 20 agents
  • Free upgrades for 1 year
  • Perpetual license
  • iOS/Android apps
  • API, SAML
Enterprise (For Your Server)
$6499 Others

For enterprise-scale internal & external support

Features

  • Unlimited agents
  • Free upgrades for 1 year
  • Perpetual license
  • iOS/Android apps
  • API, SAML
  • Expedited support
Source Codes
Custom

Need to review and modify the source codes

Features

  • Unlimited agents
  • Free upgrades for 1 year
  • Perpetual license
  • iOS/Android apps
  • API, SAML
  • Expedited support
  • Source codes included
View Price Page

SCREENSHOTS

Moveworks Screenshots
ServiceNow Customer Service Management Screenshots
Zendesk Support Screenshots
Jitbit Helpdesk Screenshots
View 4 screenshot(s)

INTEGRATIONS

  • Freshsales
  • Igloo Software
  • Microsoft Teams
  • Slack
  • Cisco Webex Webinars (formerly Webex Events)
  • Confluence
  • Workplace
  • Google Chat
  • Jive Voice
  • Simpplr
  • Cherwell Asset Management
  • Guru
  • Ping Identity
  • Glip
  • Google Drive
  • Microsoft SharePoint
  • OneLogin
  • Zendesk Chat
  • Azure AD
  • Okta
  • Zendesk Explore
  • Jira
    NA
    NA
  • WordPress
  • Visual Studio IDE
  • Dropbox Business
  • Asana
  • Slack
  • SurveyMonkey
  • GitHub
  • Trello
  • GitLab
  • Harvest
  • Google Drive
  • Zapier
  • Jira

ALTERNATIVES

Top alternatives to Moveworks

Espressive
Espressive
ChatGPT Search Planner
ChatGPT Search Planner
Glean
Glean
SysAid
SysAid
Zoho Desk
Zoho Desk

Top alternatives to ServiceNow Customer Service Management

SysAid
SysAid
Zoho Desk
Zoho Desk
Freshdesk
Freshdesk
LiveAgent
LiveAgent
Help Scout
Help Scout