We performed a comparison between Freshdesk and Oracle CX Sales based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, Freshworks, ServiceNow and others in Customer Experience Management."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."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"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 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."
"The organization that is possible with other departments is the solution's most valuable aspect."
"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 lead and opportunity management features are valuable."
"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 integration with other systems is easy."
"The solution integrates well."
"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."
"It is stable and scalable, and their support has been very responsive."
"the Oracle CX Sales Eloqua module is very useful."
"It covers sales very well."
"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."
"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."
"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."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"It should enhance its service and its reporting capabilities."
"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."
"The interface of Oracle CX Sales could be more user-friendly."
"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."
"Support is very poor."
"You can get disconnected if you do not have a strong, reliable internet connection."
"CX Sales' stability isn't the best - it has a tendency to crap out and need refreshing, especially when creating quotes."
"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."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while Oracle CX Sales is ranked 14th 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 TOPdesk, 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.