We performed a comparison between Freshdesk, Microsoft Dynamics CRM, and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."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 generated reports for us, which helped us identify the status of requests and the aging of requests."
"Technical support is outstanding."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"Omnichannel is one of the most valuable features of the solution."
"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."
"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."
"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."
"Dynamics is easy to use. There are several fields I can filter."
"It is good for sales and service maintenance. It has various integration tools."
"Microsoft Dynamics CRM has a very nice UI, and is very easy to use. It's easy to install, has a lot of features, and provides good technical support."
"I like the fact that I can keep track of everything I do in relation to my own job."
"The solution is scalable."
"The product is user-friendly."
"It integrates well with other Microsoft products."
"Integration with other Microsoft tools is a good feature of Microsoft Dynamics CRM."
"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 three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The complexity of the solution is very less."
"It's a cloud tool, so it is easy to set up."
"It is a stable product."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The plug-ins that work with other standard systems have made the product industry-ready."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"I would like on-the-go translation,"
"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 to see a little bit more color in the solution."
"It should enhance its service and its reporting capabilities."
"Technical support could be faster and more responsive."
"The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done."
"Microsoft Dynamics CRM's customer support could be improved as tickets usually take a long time to resolve."
"The integration capability with other systems could be improved, particularly the Lead Generation system."
"The price of Microsoft Dynamics CRM could improve."
"I am happy with it. If anything, its interface could be improved."
"The solution should improve the user experience in the process of creating and activating offers."
"The solution could improve by having better integration documentation."
"The integrations with other solutions can be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"The main concern for me revolves around the speed of certain integrations."
"There is room for improvement in pricing."
"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."
"Salesforce Service Cloud's report functionality could be improved."
"The pricing of the solution can be made cheaper."
"The documentation could be improved."