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."The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"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."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"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."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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 Oracle CX Sales Eloqua module is very useful."
"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 lead and opportunity management features are valuable."
"It is stable and scalable, and their support has been very responsive."
"The integration with other systems is easy."
"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."
"The solution integrates well."
"It covers sales very well."
"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."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"I would like to see a little bit more color in the solution."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"Technical support is not the best. It could be much, much better and offer better support to users."
"You can get disconnected if you do not have a strong, reliable internet connection."
"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."
"Support is very poor."
"The interface of Oracle CX Sales could be more user-friendly."
"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."
"The tool must allow developers to check logs."
"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Oracle CX Sales is ranked 17th in CRM with 11 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, Spiceworks and BMC Helix ITSM, 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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