We performed a comparison between Freshdesk and Oracle CX Sales based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"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."
"Technical support is outstanding."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"Omnichannel is one of the most valuable features of the solution."
"It covers sales very well."
"The solution integrates well."
"Account management is a very good feature. It is conceptualized very well, and we can look at all the projects under one account. The data for those accounts remain there throughout."
"the Oracle CX Sales Eloqua module is very useful."
"It is stable and scalable, and their support has been very responsive."
"The lead and opportunity management features are valuable."
"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"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."
"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."
"Asset management and branding are two areas in the solution that have scope for improvement."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."
"You can get disconnected if you do not have a strong, reliable internet connection."
"They should have a mobile app because the sales folks travel a lot. Rather than logging into an application on the desktop, a mobile application update should be easier for them."
"We have had some issues with integration between our old database and the Oracle CX Sales Cloud, but it has been working well for the time being."
"CX Sales' stability isn't the best - it has a tendency to crap out and need refreshing, especially when creating quotes."
"The interface of Oracle CX Sales could be more user-friendly."
"Support is very poor."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Oracle CX Sales is ranked 15th in CRM with 10 reviews. Freshdesk is rated 8.4, while Oracle CX Sales is rated 7.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Oracle CX Sales writes "Can look at all projects under one account and is more process oriented". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, BMC Helix ITSM and ManageEngine ServiceDesk Plus, whereas Oracle CX Sales is most compared with Siebel CRM, Salesforce Sales Cloud, Microsoft Dynamics CRM, Oracle Fusion Service and SAP CRM.
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