We performed a comparison between Freshdesk, Microsoft Dynamics CRM, and Oracle CX Sales based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, 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."
"The UI is easy to use."
"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."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"Omnichannel is one of the most valuable features of the solution."
"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."
"We are able to effectively follow up on requests, ensuring all customer issues are resolved in a timely manner. This solution provides a platform where there is visibility of all customer interactions, with efficient follow-up."
"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."
"The initial setup is very easy."
"The solution is scalable."
"Microsoft Dynamics CRM brings the most value in terms of its ease of implementation."
"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."
"The most valuable feature in Microsoft Dynamics CRM is funneling."
"Our clients appreciate that the solution can be used to monitor everything their customer interacts with in their business."
"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 solution integrates well."
"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."
"It is stable and scalable, and their support has been very responsive."
"The lead and opportunity management features are valuable."
"the Oracle CX Sales Eloqua module is very useful."
"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."
"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."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"I would like on-the-go translation,"
"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."
"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."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"It would be better if it were more secure."
"From my experience, the solution's tech support could improve with a quicker response time."
"The solution could have better dashboards and the Microsoft operating system could be more intuitive."
"The price of Microsoft Dynamics CRM could improve."
"We had to do some customizations on top and it got a bit cumbersome."
"Microsoft Dynamics CRM could improve by making it easier to export data to SharePoint because most of our customers use SharePoint. They have to log into a Microsoft environment platform from their SharePoint for access should be made easier. Additionally, if the customer portal was enhanced for it to be customized it would be a benefit."
"It is difficult to qualify opportunity in Microsoft Dynamics CRM."
"I am happy with it. If anything, its interface could be improved."
"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."
"CX Sales' stability isn't the best - it has a tendency to crap out and need refreshing, especially when creating quotes."
"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."
"Support is very poor."
"You can get disconnected if you do not have a strong, reliable internet connection."
"The interface of Oracle CX Sales could be more user-friendly."
"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."