We performed a comparison between Freshdesk and Salesforce Marketing Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, Freshworks, ServiceNow and others in Customer Experience Management."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."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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 organization that is possible with other departments is the solution's most valuable aspect."
"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."
"Omnichannel is one of the most valuable features of the solution."
"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 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 most valuable features of Salesforce Marketing Cloud are the ease of use of the basic features."
"Marketing Cloud has improved our productivity and our team enjoy using it."
"The most valuable of Salesforce Marketing Cloud is seeing the customer's journey."
"Salesforce is constantly evolving and have a good release cycle."
"Salesforce Marketing Cloud's journey builder is very easy to handle and quickly sets up a journey for clients who use a lot of communication."
"You can schedule reports, there's a lot of supporting tools, and you have access to all that information."
"Salesforce Marketing Cloud's integrations are seamless since it is a native application. It helps us with B2B and B2C send-outs and can handle large columns."
"The Journey and CloudPages and automation are all great."
"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."
"It should enhance its service and its reporting capabilities."
"I would like to see a little bit more color in the solution."
"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."
"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."
"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."
"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 technicality of the solution can be streamlined."
"Clarity around new features could be improved when they are released."
"Managing large volumes of data takes too long."
"Salesforce could benefit by implementing further integration with more platforms."
"The pricing is a bit high."
"We have struggled to get resolution of support tickets from the Salesforce team."
"We need a development environment for Marketing Cloud. Currently, there is no development environment for this solution. Other Salesforce products, such as Sales and Service Cloud, have a development environment in which the developers can do some things and then post them in production. Currently, everything happens in the production for Marketing Cloud. There is only one environment, and the developers and the end-users have to work in the same environment, which seems to be challenging. If Salesforce can bring a developer environment for Marketing Cloud, it will be good."
"Marketing Cloud should change the script language that it uses because it's not good. It's tricky and difficult to develop."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while Salesforce Marketing Cloud is ranked 1st in Social CRM with 50 reviews. Freshdesk is rated 8.4, while Salesforce Marketing Cloud is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Salesforce Marketing Cloud writes "Easy to deploy, stable, and scalable". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas Salesforce Marketing Cloud is most compared with Marketo, Oracle Eloqua, HubSpot Marketing Hub, Amazon Pinpoint and SAP Marketing Cloud.
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.
