The easiest route - we'll conduct a 15 minute phone interview and write up the review for you.
Use our online form to submit your review. It's quick and you can post anonymously.
For the company I was working with that used Zendesk, they paid for the subscription. I cannot provide exact information for the duration they paid for, but it's usually the same setup as on Freshdesk. Once they pay and you're brought into the project, they add the email they created for you, add you as an agent, and give you access to Zendesk or Freshdesk so that you can promptly provide support on the tickets.
I use the customizable dashboards and reporting tools sometimes, and I get to automate using make.com and Zendesk.
The benefits I have seen from using Zendesk include faster response times. As a CSM, faster response is the goal, which solves the customer's challenge in a timely manner. Zendesk offers that capability, which is beneficial.
I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM tools are already on the way to do that.
I've been using Zendesk for a period of eight months. Sometimes it depends on the project and the company I'm working with. On my own, I have to make sure that I'm proficient with almost all CRM tools. I've used Zendesk for over eight months.
The scalability of Zendesk is still in the same range as Freshdesk. Both of them are on the same scale because the usability, user interface, and user experience give the same feel. That's the way 90% of the CRM tools are; they remain similar.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
Positive
The initial setup with Zendesk is straightforward because we are already brought in when it's set up, mostly by the IT department or the department in charge of setting up CRM tools. The CRM tool can be embedded in the company's website or wherever the customer goes in that they can send a complaint, or on the contact section on their site.
When they set it up, they add me as the agent or support master. Setting it up is not an issue, and it's very easy to navigate, similar to Freshdesk.
It's similar to other CRM tools. As mentioned earlier, they all have the same interface. Zendesk is fine. On a scale of 1-10, I rate Zendesk an 8.5.
Clients use Salesforce Service Cloud because they want to have a central place for leads and after-sales, both together at one place, integrating sales and after-sales in one location.
My clients for Salesforce Service Cloud are usually enterprises, and they are mostly government entities.
The most valuable feature of Salesforce Service Cloud is its very good workflow engine, and customization is quite easy. You can add your own tools and your own extensions of Salesforce, making it very end-user friendly from a technology point of view, even for technical developers who can implement it easily.
Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple.
When it comes to stability, Salesforce Service Cloud rates around eight. It is a stable application, and I have seen very few issues after implementing.
In existing applications, Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
When considering the technical support from Salesforce, it rates around eight.
The reason for this rating is that normally, you are dependent on the partner. Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
Positive
In terms of the initial setup of this tool, it is easy to set up. None of the Salesforce tools are difficult to implement as they are very user-friendly.
Salesforce Service Cloud and Commerce Cloud are part of the same family, and we have implemented both of them.
Regarding the automation tools in this solution, I have not used Einstein, but I am aware of it. From what I hear from people in the team, it works well, although it performs better in Salesforce platform-related areas.
Regarding the pricing of Salesforce Service Cloud, licensing is not expensive, and you get a very economical solution. Compared to other solutions, it might be slightly expensive, such as when compared with Zoho or similar solutions, but overall for the platform that it provides, its value is good enough.
Based on my experience, I would definitely recommend Salesforce Service Cloud to other businesses. I rate this solution 9 out of 10.
