We performed a comparison between Espressive Barista and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Its ability to recognize phrases has gotten smarter over time."
"When it comes to neutral language processing and conversational AI, it's very good, very solid... We all have different ways of speaking or writing in English and the application does a very solid job of recognizing what's being asked regardless of how it's being asked."
"The solution is available to support us instantly as required."
"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"I like Expressive Barista's integration with Microsoft Teams."
"Our developers have used the Barista Control Center to extend the platform by adding content, and they've found it fairly easy to do and manage"
"The most valuable feature is its scalability."
"With respect to its natural language processing capabilities, it recognizes things that you wouldn't think it would recognize. Even in cases where it doesn't, it's pretty easy to go in and make the adjustments that are needed."
"The interface is quite user-friendly."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The complexity of the solution is very less."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"It is a stable product."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"Although they've done some work on their metrics dashboard, there is some fine-tuning to do for people that just want to go in there at a glance and see their metrics."
"I would like to see the continued expansion of all of the automation capabilities."
"My only comment would be if they wanted to use this as an IT service management tool, maybe they could think about Barista making tickets and having change management and problem management capabilities."
"What would make things easier is more detail, out of the box, about what is helping out of the box. We're struggling a little bit to get that data. We want more information about what Barista has brought in that the employees are using, out of the box. We want more visibility into the things that we ourselves haven't done the interaction for."
"The reports provided by the solution are not customizable."
"Espressive Barista's natural language processing and conventional AI still have room for improvement."
"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."
"Expressive Barista could improve by adding native integration with WhatsApp, one of the top communication channels in South Africa. When we're trying to sell Barista to customers, we have to tell them that the solution doesn't have out-of-the-box support for WhatsApp. We can develop it, but then we need to have a conversation about how much that will cost."
"Salesforce Service Cloud's report functionality could be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"The product's high price is an area of concern where improvements are required."
"The pricing of the solution can be made cheaper."
"There is room for improvement in pricing."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
Espressive Barista is ranked 12th in Help Desk Software with 9 reviews while Salesforce Service Cloud is ranked 8th in Help Desk Software with 42 reviews. Espressive Barista is rated 8.8, while Salesforce Service Cloud is rated 8.6. The top reviewer of Espressive Barista writes "Great chat integration and phrase recognition with excellent natural language processing". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Espressive Barista is most compared with ServiceNow Virtual Agent, Moveworks, Inbenta AI Chatbot, SimpleWorks Enterprise Chatbot and Aisera AI Customer Service, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our Espressive Barista vs. Salesforce Service Cloud report.
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