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."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 ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"Technical support is outstanding."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"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."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"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 UI is easy to use."
"The integration with other systems is easy."
"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 covers sales very well."
"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."
"The lead and opportunity management features are valuable."
"The solution integrates well."
"It is stable and scalable, and their support has been very responsive."
"It should enhance its service and its reporting capabilities."
"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."
"I would like to see a little bit more color in the solution."
"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."
"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."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"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."
"Support is very poor."
"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."
"The tool must allow developers to check logs."
"CX Sales' stability isn't the best - it has a tendency to crap out and need refreshing, especially when creating quotes."
"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."
"The interface of Oracle CX Sales could be more user-friendly."
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.
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.