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Decagon vs ServiceNow Customer Service Management comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Decagon
Ranking in Customer Experience Management
16th
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
No ranking in other categories
ServiceNow Customer Service...
Ranking in Customer Experience Management
4th
Average Rating
8.4
Reviews Sentiment
6.4
Number of Reviews
17
Ranking in other categories
CRM Customer Engagement Centers (3rd)
 

Mindshare comparison

As of January 2026, in the Customer Experience Management category, the mindshare of Decagon is 2.0%, up from 1.4% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 2.3%, down from 5.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management Market Share Distribution
ProductMarket Share (%)
ServiceNow Customer Service Management2.3%
Decagon2.0%
Other95.7%
Customer Experience Management
 

Featured Reviews

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BasilJiji - PeerSpot reviewer
System Engineer at a retailer with 10,001+ employees
Structured ticket workflows have improved resolution speed and have supported SLA-driven support
ServiceNow Customer Service Management is offering very good things, but I felt improvements to our process would allow us to depend on this tool in many other ways. Regarding the interface, currently the user who creates the ticket has a very limited interface with only the options for creating a ticket and providing details, while the support team has a much larger interface with many options, including SLA details and report generation. While this classification is great, I felt that some modifications could be brought to the interface. I felt that further modifications can be made so that it could be a perfect tool.
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881,082 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Financial Services Firm
10%
Manufacturing Company
10%
Retailer
9%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business6
Midsize Enterprise1
Large Enterprise9
 

Questions from the Community

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What is your experience regarding pricing and costs for ServiceNow Customer Service Management?
My experience with pricing, setup cost, and licensing is that these were done by the VP of our company, thus I have no idea about the same.
What needs improvement with ServiceNow Customer Service Management?
ServiceNow Customer Service Management could be improved by incorporating Gen AI into ServiceNow. Though ServiceNow has a Now Assist feature for their CSM module, it still needs a lot of work to do...
What is your primary use case for ServiceNow Customer Service Management?
My main use case for ServiceNow Customer Service Management is that I use it as an end user to provide customer support to our clients. For a specific example of how I use it to provide customer su...
 

Also Known As

No data available
ServiceNow CSM
 

Overview

 

Sample Customers

Information Not Available
Siemens Healthineers, SAP SuccessFactors, Asurion
Find out what your peers are saying about Salesforce, Qualtrics, Genesys and others in Customer Experience Management. Updated: January 2026.
881,082 professionals have used our research since 2012.