We performed a comparison between Freshdesk, Salesforce Sales Cloud, and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, Freshworks, ServiceNow and others in Customer Experience Management."It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"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 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."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"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."
"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 ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The UI is easy to use."
"It is nice to have the install base information at your fingertips when you look up a company."
"The automation of Salesforce Sales Cloud makes the process very easier to focus on leads and converts them automatically to accounts, contacts, and opportunities."
"I find the forecasting the most valuable feature. It's valuable because there are two types of forecasting, customizable and collaborative forecasting."
"The tracking and monitoring of daily activities within each account is the most valuable aspect of Salesforce Sales Cloud. It allows for staying informed about ongoing activities, ensuring comprehensive visibility into the progress made within each account on a regular basis. Additionally, the plugins that are available, such as ZoolInfo are useful."
"It is a very stable solution."
"The scalability is good."
"It is a good platform that shows consolidation of information for our customer base."
"I would recommend Sales Cloud for anyone who has a sales team that needs to be optimized and for any size of enterprise."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The complexity of the solution is very less."
"The product's initial setup phase was straightforward."
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"The most valuable feature of the solution is the traceability of actions."
"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."
"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."
"I would like on-the-go translation,"
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Salesforce Sales Cloud is not as simple to use as Zoho. It requires some level of expertise before you can use it. However, you can easily learn how to use the solution as you go along."
"The problem is the solution has gotten so big, it's very complex now. It's a bit difficult to figure out how to do certain actions."
"It is very clunky. Its interface can be more user-friendly. There is always way too much information going on in Salesforce. It puts too much on your screen. It gives you every piece of information in the world, whereas I need less. It would be nice for it to be cleaned up a bit."
"With the solution being very vast, they need to prioritize features."
"It would be nice if they had an ERP offering or a firm strategic partnership with a best-in-class ERP. So rather than say they're just ERP agnostic, you would pick whichever ERP you want, which is very generic. I think it would have a lot of merit if they partnered strategically with a best-in-class trusted ERP platform or acquired an ERP platform."
"Salesforce Sales Cloud overall is too complex. There is too much functionality, it's hard for the user, at the beginning. It takes a lot of time to update the information."
"The areas revolving around archiving and backup in Salesforce Sales Cloud are not as advanced as some of the other solutions in the market."
"Sometimes they refresh the production environment, which can be a bit of a challenge."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"There is room for improvement in pricing."
"The solution’s user interface could be improved."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The product's high price is an area of concern where improvements are required."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The main concern for me revolves around the speed of certain integrations."
