We performed a comparison between Freshdesk, Oracle CX Sales, and Salesforce Sales Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is very easy to make reports."
"It is quite easy to program custom apps and integrate them."
"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 most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"Omnichannel is one of the most valuable features of the solution."
"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."
"It is stable and scalable, and their support has been very responsive."
"The lead and opportunity management features are valuable."
"The solution integrates well."
"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 covers sales very well."
"the Oracle CX Sales Eloqua module is very useful."
"The integration with other systems is easy."
"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."
"The reporting features are useful."
"I like that Salesforce is ERP agnostic. In the past and at different companies, I have implemented new or replacement ERPs. It's best in class. I like that it's a SaaS. I like that it can work on any device—any Windows, Android, or Apple device."
"There are many extremely useful features."
"The automation of Salesforce Sales Cloud makes the process very easier to focus on leads and converts them automatically to accounts, contacts, and opportunities."
"The most valuable features are performance and integration."
"Suitable for all sizes of organizations."
"Salesforce helps up keep track of candidates."
"The most beneficial aspect of Salesforce Sales Cloud is my development life cycle will have been shortened."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"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."
"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."
"The tool must allow developers to check logs."
"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."
"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."
"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."
"The interface of Oracle CX Sales could be more user-friendly."
"Support is very poor."
"I would like to see licensing fees reduced in the next release."
"Compared to other CRM solutions, Salesforce is expensive. It is more affordable for enterprise users than for small businesses."
"The deployment of data from the development environment to production is also a weaker point because their solution is not powerful."
"There are things that could be improved with respect to file sharing. There is a limited file size."
"I don't like the way parent-child relationships work in transactions between records in Salesforce Sales Cloud. NetSuite is a little bit more user-friendly in that sense. Salesforce Sales Cloud requires that you build everything from scratch. I don't like that. It leaves a lot of thinking and solutions to the consultants and the process is more prone to errors."
"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."
"The cost of this solution could be improved."
"One aspect I find challenging with Salesforce Sales Cloud is its forecasting feature. While it's useful for analyzing sales data and predicting future revenue, I've encountered instances where the outcomes weren't as perfect as expected."
