We performed a comparison between Freshdesk and Salesforce Marketing Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"Omnichannel is one of the most valuable features of the solution."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Marketing Cloud offers a 360 customers experience as it integrates with Service Cloud and Sales Cloud, the CRM portion of Salesforce. The different platforms integrate easily which makes it easy to manage customer communication using a single point of truth."
"It has excellent lead and opportunity tracking."
"This is a very powerful and scalable solution."
"Datorama is part of Salesforce Marketing Cloud, which is quite a valuable feature that provides customer analytics."
"The most valuable feature is the 'Accelerators', which are expert-taught subject matter webinars on items such as personalization of emails and SMS to contacts and prospects."
"It makes it easy for a business to use any module based on their preference."
"We have found the solution to be scalable."
"Salesforce Marketing Cloud's integrations are seamless since it is a native application. It helps us with B2B and B2C send-outs and can handle large columns."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"It should enhance its service and its reporting capabilities."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"I would like on-the-go translation,"
"Salesforce Marketing Cloud could improve by having more graphical options because a lot of tables are now only numbers and percentages and data. I prefer graphs, lines, and pie charts. I know there are ways to receive this from Salesforce Marketing Cloud. It doesn't play a huge role in my daily work to invest the time to figure it out. I feel that it would be time wasted. They could make the graphical options easier to find and use in the future."
"I've noticed on one-to-one leads, the customer objection option is not available."
"Clarity around new features could be improved when they are released."
"There could be easier tools to configure the product and to create landing pages to better handle large data sets."
"Marketing Cloud should change the script language that it uses because it's not good. It's tricky and difficult to develop."
"The quality of support for this solution has been decreasing over time and the support team are sometimes more focused on closing tickets that resolving issues. Often the support team is not well trained or aware of the new features or products released by Salesforce."
"Technical support is good but could be faster, maybe more knowledgeable, and more customer friendly."
"The data extension tools are not very user-friendly."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Salesforce Marketing Cloud is ranked 1st in Social CRM with 50 reviews. Freshdesk is rated 8.4, while Salesforce Marketing Cloud is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Salesforce Marketing Cloud writes "Easy to deploy, stable, and scalable". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Salesforce Marketing Cloud is most compared with Marketo, Oracle Eloqua, HubSpot Marketing Hub, Amazon Pinpoint and SAP Marketing Cloud.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.