Are you a Salesforce Service Cloud user relying on LiveAgent, Salesforce Chat, Embedded Chat, or Service Chat?
If so, you’re not alone in facing a significant transition. Salesforce is retiring these legacy chat products on February 14, 2026, pushing users towards their new Messaging for In-App and Web solution. While Salesforce assures a smooth transition, this change presents several potential business challenges. That’s why you might want to consider a solution that is capable of overcoming them with ease – ServiceNow Customer Service Management (CSM).
Why ServiceNow CSM as a robust alternative
1. Seamless transition and minimal disruption: Migrating to a new platform can be daunting. ServiceNow CSM offers a smooth onboarding experience with intuitive tools and comprehensive support, minimising disruption to your customer service operations.
2. Omnichannel excellence, including real-time chat: ServiceNow CSM provides a truly unified omnichannel experience, seamlessly integrating various communication channels, including real-time chat functionalities. Unlike Salesforce’s shift towards asynchronous messaging, ServiceNow CSM empowers you to engage with customers on their preferred channels, in real-time when needed.
3. Powerful workflow automation and integration: ServiceNow CSM excels in workflow automation and integration capabilities. Streamline your processes, automate tasks, and connect seamlessly with your existing IT and business applications, enhancing efficiency and productivity across your organisation.
4. Scalability and flexibility for future growth: ServiceNow CSM is designed to scale with your business. Whether you’re a small business or a large enterprise, ServiceNow CSM provides the flexibility and scalability to adapt to your evolving needs and support your future growth.
5. Reduce costs and increase ROI: While Salesforce’s migration might involve hidden costs, ServiceNow CSM offers transparent pricing and a strong potential for increased ROI through improved efficiency, reduced downtime, and enhanced customer satisfaction.
Key considerations for Salesforce Service Cloud users
- Retraining and process adjustments: Adapting to Salesforce’s new Messaging product will likely require retraining your team and adjusting existing processes, potentially impacting productivity and efficiency.
- Asynchronous limitations: Salesforce’s focus on asynchronous conversations might not be suitable for all businesses, particularly those requiring real-time support for urgent issues.
- Integration challenges: Ensuring seamless integration with your existing Salesforce applications and workflows could be complex and time-consuming.
- Migration costs: Migrating to Salesforce’s new product might involve unexpected costs related to training, configuration, and integration.
Don’t wait until the last minute.
Explore ServiceNow CSM today!
Explore ServiceNow CSM today and discover a powerful,
future-proof solution for your customer service needs.