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."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."
"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."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"It is very easy to make reports."
"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 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."
"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 UI is easy to use."
"It is easy to use."
"The most valuable part of the solution are the selling features."
"Offers many great features and is intuitive."
"It is easy to send emails and SMS's."
"It makes it easy for a business to use any module based on their preference."
"It is straightforward to set up."
"The most valuable feature of Salesforce Marketing Cloud is the reporting engine. Reports are very good and easy to build."
"If you want to be able to communicate with your client using email, WhatsApp, and push notifications, know if the client opened the communication or not, and create and automate their journey, Marketing Cloud is very good."
"It should enhance its service and its reporting capabilities."
"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."
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"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."
"The solution can have a better UI. Salesforce Marketing Cloud should consider making its solution more robust for error handling."
"I've noticed on one-to-one leads, the customer objection option is not available."
"The technicality of the solution can be streamlined."
"This solution could be more user-friendly."
"Marketing Cloud should change the script language that it uses because it's not good. It's tricky and difficult to develop."
"The product could use a little bit of BI in the sense of rule-based building."
"The UA could be better designed for a mobile connection."
"The cost is always a concern for anyone using a SaaS product."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while Salesforce Marketing Cloud is ranked 1st in Social CRM with 51 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.
