We performed a comparison between Freshdesk and Salesforce Marketing Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, ServiceNow, Salesforce and others in Customer Experience Management."Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"Omnichannel is one of the most valuable features of the solution."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The UI is easy to use."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"The organization that is possible with other departments is the solution's most valuable aspect."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The most valuable feature of Salesforce Marketing Cloud is the reporting engine. Reports are very good and easy to build."
"The most valuable feature is the ability to get quotes out in a timely manner."
"The tool is flexible and helps us with insights and reports. Salesforce Marketing Cloud has improved our organizational functions by creating an environment where clients and internal staff can access information about various solutions. For instance, clients can apply for different projects, and internal staff can approve them based on donor requirements. This simplifies communication between clients, donors, and our company,"
"The solution is very, very scalable."
"Salesforce is constantly evolving and have a good release cycle."
"The tool's most valuable feature is its automation. We can integrate data with the Salesforce hub. Its Einstein feature tells us whether our campaigns are on the right track. It also helps with ideas."
"Salesforce allows for the integration of different data sources."
"I like that I can constantly add leads to Salesforce Marketing Cloud and look at accounts there. I also like that the solution lets me set up meetings."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"I would like to see a little bit more color in the solution."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"The solution can be difficult to set up for non-technical individuals."
"Salesforce Marketing Cloud should be linked to an email ID, so the features after 15 days can update on the opportunity. You should not have to update them manually to the next step."
"Clarity around new features could be improved when they are released."
"Marketing Cloud's forecasting could be improved."
"There could be easier tools to configure the product and to create landing pages to better handle large data sets."
"In a future release it would be great to have the ability to connect the data from social media and email marketing and have it in one dashboard."
"I found that the tool is more complex than expected. It requires a deeper understanding to utilize its capabilities thoroughly."
"The pricing is a bit high."
Freshdesk is ranked 4th in Customer Experience Management with 27 reviews while Salesforce Marketing Cloud is ranked 1st in Social CRM with 52 reviews. Freshdesk is rated 8.4, while Salesforce Marketing Cloud is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Salesforce Marketing Cloud writes "Easy to deploy, stable, and scalable". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas Salesforce Marketing Cloud is most compared with Marketo, Oracle Eloqua, HubSpot Marketing Hub, Amazon Pinpoint and SAP Marketing Cloud.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
