We performed a comparison between Freshdesk 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."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."
"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 significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"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 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 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."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"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."
"The ability to work on it from anywhere is most valuable. All you need is a computer, a browser, and an internet connection to access your instance. It can be accessed from anywhere, which is pretty cool and user-friendly."
"The most valuable features are the reporting and the custom codes."
"There is a ton of information on the dashboard. Reports are also there for us. We can analyze information across the team and across a period, such as quarterly or annually."
"The scalability is good."
"It has custom fields and custom reports which can align to our business objectives and marketing focus."
"The product is very fast and responsive. There's no lag time when you are on the platform."
"I find the forecasting the most valuable feature. It's valuable because there are two types of forecasting, customizable and collaborative forecasting."
"The automation of Salesforce Sales Cloud makes the process very easier to focus on leads and converts them automatically to accounts, contacts, and opportunities."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"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."
"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."
"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."
"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."
"Asset management and branding are two areas in the solution that have scope for improvement."
"It should enhance its service and its reporting capabilities."
"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."
"I need to do a lot of customization to implement an ERP solution for an energy and utilities client versus a BFS client. Salesforce should look at the common customizations each client wants and see how much of that can be standardized into industry-specific specific solutions. That would speed up implementation, so we don't need to go through the same steps a hundred times. Salesforce could do it once and put it out for the rest of the clients to use it."
"Salesforce is a powerful tool and you need specialists to create or to develop new functionalities. It is a difficult platform to learn to manage and you need years to know the whole product."
"With the solution being very vast, they need to prioritize features."
"Amount of storage provided is limited."
"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."
"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."
"The cost of this solution could be improved."
"We have a very broad set of products at our company. The process to get that information accurately into the Sales Cloud system could use improvement. It shouldn't take weeks of time. The process of identifying products that are being sold for forecasting purposes and sales tracking purposes is too hard."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Salesforce Sales Cloud is ranked 3rd in CRM with 94 reviews. Freshdesk is rated 8.4, while Salesforce Sales Cloud is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
