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 organization that is possible with other departments is the solution's most valuable aspect."
"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 UI is easy to use."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"It is quite easy to program custom apps and integrate them."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"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."
"Omnichannel is one of the most valuable features of the solution."
"It covers sales very 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 lead and opportunity management features are valuable."
"the Oracle CX Sales Eloqua module is very useful."
"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 integration with other systems is easy."
"The solution integrates well."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"Technical support is not the best. It could be much, much better and offer better support to users."
"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."
"I would like on-the-go translation,"
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"Asset management and branding are two areas in the solution that have scope for improvement."
"CX Sales' stability isn't the best - it has a tendency to crap out and need refreshing, especially when creating quotes."
"The tool must allow developers to check logs."
"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."
"Support is very poor."
"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."
"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.
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