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LiveChat vs ServiceNow Customer Service Management Comparison (2026)

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Good recommendations?

LiveChat

ServiceNow Customer Service Management

Overview

LiveChat serves as a fully capable tool to provide a complex customer service and proactively convert website visitors into customers.

ServiceNow CSM enables companies to deliver exceptional customer service, automate and streamline operations to reduce the cost to serve. It enhances agent productivity, reduces response times, and delivers personalized customer experiences, resulting in increased satisfaction and loyalty.

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Video & Screenshots

Pricing

Starting from

/user

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

Starting from

No pricing info

Free trial available
Credit cardless trial
Free account
Subscription based

User reviews

4.6

1.7K

1.2K

429

Value for money

Ease of use

Features

Customer support

80%

would recommend this app

4.4

153

Value for money

Ease of use

Features

Customer support

72%

would recommend this app

Pros

“the LiveChat notifications work on every message, I was also able to transform a conversation into a ticket when the chat ended with a workflow automation that worked the first time!”

Brian S.

Director

“Limited customization of AI responses, had some spam come through that muddied up responses, AI responses could be improved with longer, more-detailed questions”

Jenna O.

Digital Marketer

“It offers me the opportunity to communicate with any questions or comments I have while allowing me to continue working in the background”

David M.

Analyst

Pros

“It isn’t a one-size-fits-all solution—rather, it provides a wide range of capabilities that can be configured to match how a team actually works. Whether it’s case management, automation, self-service portals, or integration with other systems, you can tailor it to support specific workflows instead of forcing your processes to change.”

Gerrol C.

Client Operations Supervisor

“The platform offers a strong set of features that support a wide range of customer service needs, and its flexibility allows it to adapt well to different operational requirements. Once everything is set up properly, it becomes a powerful tool for managing cases, improving workflows, and enhancing the overall customer experience. While there can be some complexity during setup and configuration, the benefits tend to outweigh the challenges.”

Gerrol C.

Client Operations Supervisor

“It helped keep information organized, made it easier to track issues, and improved overall workflow efficiency.”

Bhawna D.

Technical support

Cons

“It behaves differently depending on whether it is used via browser or mobile, with absurd functional limits for a paid professional service.”

Michela d.

Managing director

“Some times the live chat communication can lead to misunderstandings due to improper way of expressing the statements.”

Mohammed M.

Project manager

“I cannot remove nor rename a segment, this is a long time bug, I am used to, meaning that I can remove or rename it, but it then reappears 🤷‍♀️”

Paul B.

Customer Experience Manager

Cons

“Overall, the heavy reliance on complex conditional setup can create a steep learning curve and require significant effort before the system starts delivering its full value.”

Gerrol C.

Client Operations Supervisor

“Improvement is required in terms of performance as it gets stuck most of the time doing search for any member outside of our group or closed ticket”