We performed a comparison between Freshdesk, Oracle CX Sales, and Salesforce Sales Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, Freshworks, ServiceNow and others in Customer Experience Management."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."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"Technical support is outstanding."
"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'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."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"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."
"The solution integrates well."
"The integration with other systems is easy."
"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."
"It covers sales very well."
"the Oracle CX Sales Eloqua module is very useful."
"It is stable and scalable, and their support has been very responsive."
"The lead and opportunity management features are valuable."
"The performance is good, and it is easy to use."
"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."
"It is a very good tool. There are a lot of interesting features. It is one of the best solutions."
"The features of Sales Cloud most useful for testing and running email campaigns are highly valuable."
"Salesforce highlights what are we selling in different regions and which regions or areas offer opportunities. We are able to view sales by month, quarter or year."
"This product is lightweight."
"Our use case within the organization covers the entire cycle from lead generation, demand planning, and opportunities to realization and closure. For our clients, Salesforce is used more to plot the cycle from products to cash and lead to revenue. They mostly build offers and pricing quotations in the Salesforce environment through their field marketing agents."
"I've found lead management to be the most valuable feature of Salesforce Sales Cloud. It helps capture, track, and manage leads throughout the sales process. The tool is easy to learn."
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"I would like to see a little bit more color in the solution."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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."
"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."
"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."
"You can get disconnected if you do not have a strong, reliable internet connection."
"Support is very poor."
"The interface of Oracle CX Sales could be more user-friendly."
"The tool must allow developers to check logs."
"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."
"It might be easier if there were better integration with other sales systems or clouds that are not powered by Salesforce. For example, when we work with partners, such as Amazon or any other major tech company, sometimes we collaborate to develop a sales lead."
"Sales Cloud could improve in areas such as AI integration, particularly for templates."
"Auto clean for duplicate leads, accounts, and contacts needs improving."
"The solution could improve the partner management and communities. For the enterprise licenses, we have the help, but it should also be extended with the features to the partner community."
"The solution's customer support is not so good."
"There could be an option to change the price list without creating a new quote."
"Compared to other CRM solutions, Salesforce is expensive. It is more affordable for enterprise users than for small businesses."
"Sometimes they refresh the production environment, which can be a bit of a challenge."