Softwr

Customer Support · head to head

Groove vs ServiceNow

Groove logo

Groove

Customer Support

Simple, powerful support for growing businesses

From
$12/month
Rated
-
Full reviewWebsite
ServiceNow logo

ServiceNow

Customer Support

The world works with ServiceNow

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch; ServiceNow listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow
  • They diverge on capability: Groove covers Shared inbox, ServiceNow covers ITSM.

Where they differ

Only the attributes on which Groove and ServiceNow actually diverge.

Attributes where Groove and ServiceNow differ
AttributeGrooveServiceNow
Starting price$12/monthOn request
Pricing modelsubscriptionquote
Founded20112004

Identical on both: free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated), category (Customer Support).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Groove

  • Shared inbox
  • Knowledge base
  • Live chat
  • Automation rules
  • Reporting
  • Collision detection
  • Zapier
  • Trello

Only in ServiceNow

  • ITSM
  • IT Operations
  • Customer workflows
  • Employee workflows
  • App development
  • AI/ML capabilities
  • Microsoft Teams
  • SAP

Both cover

  • Slack
  • Salesforce
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Groove

  • Shared inbox and help desk ticketing for small support teamsnot ServiceNow
  • Handling email, chat and messaging support in one queuenot ServiceNow

ServiceNow

  • Enterprise IT managementnot Groove
  • Digital transformationnot Groove
  • Workflow automationnot Groove

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Groove

  • Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
  • A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
  • A quiet month still pays the 250 ticket floor
  • No mailbox limit is published

ServiceNow

  • Listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow

Pricing, plan by plan

Groove

$12/month
  • Standard$12/month
    • 1 mailbox
    • Knowledge base
    • Live chat
  • Plus$20/month
    • 5 mailboxes
    • Full reporting
    • Rules
  • Pro$35/month
    • 25 mailboxes
    • Salesforce
    • Enterprise SSO

ServiceNow

On request
  • IT Service Management$undefined/month
    • Incident management
    • Problem management
    • Change management
  • IT Operations Management$undefined/month
    • Discovery
    • Service mapping
    • Event management
  • Customer Service Management$undefined/month
    • Omnichannel engagement
    • Self-service
    • Case management

Which should you pick?

Choose Groove if

  • You need shared inbox.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
Groove review

Choose ServiceNow if

  • You need itsm.
  • You work on Web, Ios, Android.
  • You also want it operations.
ServiceNow review

Questions people ask

Is Groove or ServiceNow better?
Neither clearly leads. Groove starts at $12/month and ServiceNow at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Groove or ServiceNow?
Groove starts at $12/month and ServiceNow at On request.
Does Groove or ServiceNow run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
What is Groove best used for?
Groove is most often used for shared inbox and help desk ticketing for small support teams, handling email, chat and messaging support in one queue. Of those, shared inbox and help desk ticketing for small support teams and handling email, chat and messaging support in one queue are not what ServiceNow is typically brought in for.
What can Groove do that ServiceNow cannot?
Groove covers Shared inbox, Knowledge base, Live chat, Automation rules. ServiceNow covers ITSM, IT Operations, Customer workflows, Employee workflows. Both handle Slack, Salesforce, Web support, Ios support.
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Related pages

More on Groove

More on ServiceNow

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