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I have seen some return on investment with Salesforce Marketing Cloud through features such as reporting, automation, and Journey parts that save resources.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
I would rate them a nine on a scale of one to ten, as their service meets our expectations.
Customer support could be improved, especially for new features.
Salesforce customer service is excellent.
I have communicated with the technical support of Salesforce Marketing Cloud and would give them a rating of 9.5 since they have resolved my issues most of the time and are quite responsive.
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.
On a scale of one to ten, I rate its scalability at 9.5.
When more branches are opened for a dealer, or when the vehicle manufacturing company implements the software nationwide, the application needs to handle many changes and business rules smoothly.
Not everyone can use Salesforce Marketing Cloud unless they have some exposure to the platform and understand how it works, which informed my scalability rating.
I have never experienced any issues with stability, outages, or downtime.
The maximum downtime I faced was about two to three hours.
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.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
The current integration is more complicated and doesn’t work as well.
It takes the default language and doesn't accept custom language specifications, which creates discomfort in certain scenarios.
There are inaccuracies in how AgentForce retrieves information or interprets data.
We cannot debug the AM Script or SSJS code, which makes code debugging manual.
Our organization pays about 200,000 Indian rupees per year for the license.
The pricing is around $10,000 per annum per user.
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 auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
The feature of Salesforce Marketing Cloud that has had the largest impact on improving my campaign outcomes is the recent WhatsApp integration, which allows Salesforce to connect with subscribers through different channels such as SMS, email, or WhatsApp.
The automation features, including AI Copilot actions, enhance functionality by providing information via chatbots as a substitute for physical representatives.
The most valuable features of Salesforce Marketing Cloud include the timely alerts and notification systems, which greatly enhance communication not only with customers but also within dealerships.
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 Marketing Cloud is a comprehensive marketing automation platform that enables businesses to create personalized and targeted marketing campaigns across multiple channels.
With its robust set of tools and features, marketers can easily manage and automate their email marketing, social media advertising, mobile messaging, and customer journey mapping.
The platform offers advanced segmentation capabilities, allowing marketers to segment their audience based on various criteria and deliver tailored messages to each segment.
Additionally, Salesforce Marketing Cloud provides powerful analytics and reporting features, enabling marketers to track the performance of their campaigns and make data-driven decisions.
With its user-friendly interface and seamless integration with other Salesforce products, Marketing Cloud offers a seamless and efficient marketing automation solution for businesses of all sizes.
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