Salesforce Service Cloud and Freshsales compete in the CRM market. Salesforce Service Cloud holds the upper hand with its advanced capabilities and extensive features, while Freshsales is notable for affordability and ease of use.
Features: Salesforce Service Cloud provides case management, automation tools, and AI-driven insights. Freshsales includes built-in email and phone integration, an intuitive deal management system, and ease of use.
Room for Improvement: Salesforce Service Cloud could improve in offering more cost-effective solutions, simplifying processes for small businesses, and enhancing user training resources. Freshsales should work on expanding its functionalities, offering more enterprise-grade features, and improving customization options.
Ease of Deployment and Customer Service: Salesforce Service Cloud's robust deployment model with extensive support is suitable for complex setups, while Freshsales provides a faster, straightforward deployment appealing to small businesses with limited IT resources.
Pricing and ROI: Salesforce Service Cloud involves higher setup costs but offers significant ROI with its comprehensive and scalable offerings. Freshsales provides competitive pricing, lower initial costs, and a faster return, appealing to budget-conscious buyers and smaller enterprises.
| Product | Market Share (%) |
|---|---|
| Salesforce Service Cloud | 14.2% |
| Freshsales | 2.0% |
| Other | 83.8% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 2 |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 13 |
| Large Enterprise | 24 |
Freshsales is a single solution CRM designed for high-growth, high-velocity sales teams. The software includes integrated phone and email, user behaviour tracking, and lead scoring on one platform. Users can track events and manage a visual sales pipeline, as well as view custom reports and analytics. Email tracking features enable users to know when and how many times an email was opened, or a link was clicked on. Users can effectively engage with prospects by targeting the next set of email actions, and create personalised sales campaigns from email templates. Insightful email metrics tell users which emails are performing well and which aren’t. The Awaiting Response feature automatically lists contacts that need to be replied to. Freshsales enables direct calling with a simple click on a contact’s phone number. The solution records the entire conversation history including email conversations in one place. Users can add notes, schedule tasks, as well as make appointments. Freshsales also offers personalised welcome and voicemail messages for greeting customers. In-depth customer insights on prospects allow users to plan relevant conversations, and keep track of touch points using the activity timeline. Freshsales collects data and segments activities based on a contact’s behaviour. Users can get perspective on leads with advanced lead scoring, and prioritises important follow-ups. The visual sales pipeline provides complete visibility of deals across various stages. Users can sort and filter by close dates, helping to make more guided decisions for climbing up the sales ladder. Freshsales’ drag and drop navigation tool enables users to move deals across the sales pipeline into any stage. Users can call or email prospects directly from the deals dashboard for a non-interruptive workflow. Visual sales reports and revenue analytics monitor sales progress and identify successful campaigns by source, sales rep, territory, and more. Freshsales mobile apps for iOS and Android let users access deals while on-the-move and stay up-to-date on prospects at all times. Freshsales is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshservice IT Service Management Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.
We monitor all CRM Customer Engagement Centers 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.
