Moveworks
by Moveworks (ServiceNow) · Mountain View, USA · Founded 2016
Employee support, not customer support
Overview
Moveworks solves a different problem from everything else in this category: internal employee support rather than external customers. Employees ask in Slack or Teams and it resolves IT, HR and facilities requests — password resets, software access, policy questions, PTO balances — by executing against connected systems rather than filing a ticket. For large organisations, the internal service desk is often a bigger cost centre than customer support, and this addresses it directly. ServiceNow acquired it for $2.85B, which secures the company and raises the usual roadmap questions. Enterprise-priced and only viable above a few thousand employees.
Our verdict
The leader in employee support, which is a genuinely different market from customer support — do not shortlist it against Fin or Decagon. It only pays back at several thousand employees, and the ServiceNow acquisition means non-ServiceNow shops should ask hard questions about roadmap priority.
Best for
Large enterprises where the internal IT and HR service desk is a major cost centre.
Avoid if
You need customer-facing support, or you are under a few thousand employees.
Pros
- Best-in-class internal employee support automation
- Executes real actions rather than filing tickets
- Native Slack and Teams where employees already work
Cons
- Only viable above a few thousand employees
- Post-acquisition roadmap will favour ServiceNow customers
- Enterprise pricing with setup fees
Key capabilities
Frequently asked questions
Is Moveworks for customer support?
No. Moveworks handles internal employee support — IT, HR and facilities requests from your own staff. For customer-facing support, look at Fin, Decagon or Sierra instead.
Did ServiceNow acquire Moveworks?
Yes, in a $2.85B deal. That secures the company financially but means roadmap priority will favour ServiceNow customers over those running other service management platforms.
How much does Moveworks cost?
Moveworks does not publish pricing. Contracts are priced per employee on annual terms, generally starting above 1,000 seats and reaching seven figures at large enterprises.