Freshdesk and Salesforce compete in the customer service and CRM sector. Freshdesk stands out for its flexibility and cost-effectiveness, whereas Salesforce offers robust CRM capabilities and scalability, though at a higher price point.
Features: Freshdesk offers ticket automation, a versatile knowledge base, and cloud-based storage for seamless data handling. Salesforce provides CRM capabilities, customer journey tracking, and campaign analytics, with strong integration options and high flexibility.
Room for Improvement: Freshdesk struggles with solutions center customization, technical support responsiveness, and UI complexity. Salesforce has challenges with integration capabilities, user interface limitations, and a steep learning curve for customization. Both systems face issues with reporting features; Freshdesk lacks multilingual support while Salesforce lacks depth in analytics.
Ease of Deployment and Customer Service: Freshdesk is primarily deployed on the public cloud, with easy migration and setup. Salesforce offers multiple deployment options but has a complex integration process. Freshdesk’s technical support is generally responsive, whereas Salesforce support varies and can benefit from more empowered technical advisors.
Pricing and ROI: Freshdesk is praised for being cost-effective and offers competitive pricing with noticeable ROI benefits in customer service enhancement. Salesforce is more expensive, suitable for enterprises, providing extensive functionalities and customization options, resulting in a notable but pricey ROI relative to alternatives.
The time saved is spent on more important, innovative tasks that advance us technologically and strategically.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
From my experience, once it is set up, we have never had problems.
The first-time response should be within 30 seconds.
When I interact with agents or contact Salesforce, they are always responsive and provide good solutions.
I haven't needed to reach out to customer support because we have an internal team that deals with Salesforce matters, but I believe issues are resolved quite quickly whenever they arise.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
We can scale by purchasing licenses for more users and adding new workflow processes limitlessly.
There are no problems with Salesforce's scalability.
Salesforce's scalability is great; it can scale to whatever you need, and you just buy more seats.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
I would rate Salesforce's stability high, around ten.
I would say 99% of the time it works well.
In my experience, Salesforce is very stable; there are no downtime or issues.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
The current integration is more complicated and doesn’t work as well.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
If there is anything I would improve about Salesforce, it would be customer service during the initial implementation, as our experience wasn't as smooth as hoped.
As a person who knows SQL, it would be very helpful if there were tools that could leverage my SQL knowledge.
Being able to move between cases and products more easily would improve the score.
Our organization pays about 200,000 Indian rupees per year for the license.
Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.
The Salesforce integration with other tools, such as Celonis, is easy to set up and straightforward, allowing for smooth data extraction.
Salesforce has positively impacted our organization by allowing us to work collaboratively with other departments in order to keep track of programs so that when a salesperson closes a deal, everything that the delivery manager needs is automatically populated, which then can be linked with our internal campaigns for data management, and within all that, we can keep track of progress linked to the customer sources as well.
The dashboard helps me stay organized because I can see how much more pipeline I need to create to achieve my quota, notifying me if I'm running a bit behind or if I need to increase something.
| Product | Market Share (%) |
|---|---|
| Salesforce | 4.9% |
| Freshdesk | 3.0% |
| Other | 92.1% |
| Company Size | Count |
|---|---|
| Small Business | 21 |
| Midsize Enterprise | 5 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 18 |
| Midsize Enterprise | 7 |
| Large Enterprise | 18 |
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”
Salesforce excels at CRM, offering analytics integration for ROI reporting and user-friendly customization. Automated ticket generation and intuitive features make it ideal for opportunity tracking, customer interaction management, and sales journey enhancement.
Salesforce is renowned for its comprehensive CRM functionalities, aiding businesses with dashboards, email campaigns, and seamless third-party integrations. It enhances sales processes by offering tools for opportunity management, customer interaction tracking, and efficient order booking. Flexibility and scalability make it suitable for promotional campaigns and improved business operations.
What are Salesforce's most important features?Salesforce is implemented in industries for CRM, marketing activities, and customer information management. It supports sales pipeline tracking, business development, customer experience management, lead management, and sales process automation. Marketing is facilitated through campaign analysis and email campaigns, alongside customer interaction insights. Businesses use it for order management, prospecting, project management, and sales forecasting.
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