Salesforce Service Cloud Competitors and Alternatives

Read reviews of Salesforce Service Cloud competitors and alternatives
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Real User
Director, Solutions Consulting at a tech services company with 51-200 employees
Mar 16 2017

What is most valuable?

Pretty much the entire suite is valuable. The Knowledge Foundation and Advanced are best in breed with NLP technology. Proactive chat and customer portal are also extremely valuable to any service organization.

How has it helped my organization?

Our managed services group uses it to support our customers enabling us to maintain SLAs and surpass them. Scheduled Analytics reports help us to make sure we are staffed correctly based on trending volume of incidents.

What needs improvement?

The agent browser UI is quickly scaling, so I will be very excited when I can recommend it to everyone. Other areas where I'd love to see enhancements are outreach, feedback and business rules. I have heard there are some changes in the works... more»
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Freshworks
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Real User
Business Development Executive at Overcart
Aug 24 2017

What do you think of Freshdesk?

Valuable Features The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets. • Improvements to My Organization We're able to respond to customer inquiries much faster and with better information. • Room for Improvement It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter. • Use of Solution I have been using it for 10 months. • Deployment Issues No issues with deployment as of now. • Stability Issues No issues with stability as of now. • Scalability Issues No issues with scalability as of now. • Customer Service and Technical Support Customer Service: 8/10 Technical Support: 8/10 • Previous...
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Reseller
Director of Operations at Armada Cloud
Nov 22 2016

What is most valuable?

Very flexible and customizable; we appreciate being able to host it locally with direct access to the backend.

How has it helped my organization?

We've centralized our CRM, asset management, and ticketing into one interface that includes user portal access.

What needs improvement?

The charts and graphs available out of the box are pretty outdated, and you're a little limited in how you can present information on the dashboard without adding modules. However, modules and plugins fix a lot of these issues. Users these... more»
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Consultant
Principal Oracle CX Cloud Consultant at Rapidflow Inc - Supply Chain, Logistics, PLM, Cloud
Mar 17 2017

What is most valuable?

* Analytics & Forecasting * Offline Mobile Capability * Customer Data Management * Social Collaboration * Sales Dashboards * Outlook Integration * Application Composer

How has it helped my organization?

My client needed a solution that would enable their business to grow at the rate they required, mainly around the sales cycle. Their business involves quoting and estimating effort, with regular change to scope and ultimately cost, sometimes... more»

What needs improvement?

The data import process has grown a little since earlier releases. In the past, when data import would fail, it would rarely provide any indication of where the problem exists. In the recent releases (8 and above), this process has improved... more»

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