We performed a comparison between Freshdesk, Oracle CX Sales, and Oracle Fusion Service based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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 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's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"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 generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is quite easy to program custom apps and integrate them."
"It is very easy to make reports."
"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."
"It is stable and scalable, and their support has been very responsive."
"It covers sales very well."
"the Oracle CX Sales Eloqua module is very useful."
"The solution integrates well."
"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."
"The lead and opportunity management features are valuable."
"The solution changes the way clients work to make it easier and faster."
"The most valuable feature of the solution is that customers can easily understand it."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"The service management features are valuable."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle offers a wide range of applications, each capable of delivering significant value to our business."
"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."
"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."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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."
"The interface of Oracle CX Sales could be more user-friendly."
"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."
"CX Sales' stability isn't the best - it has a tendency to crap out and need refreshing, especially when creating quotes."
"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."
"You can get disconnected if you do not have a strong, reliable internet connection."
"Support is very poor."
"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."
"The solution’s reporting could be improved."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"The product's option to upload payroll data doesn't work seamlessly."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."