Salesforce Service Cloud and Freshservice compete in the customer service management category. Salesforce may have an edge with its rich feature set and established market presence, while Freshservice offers a more intuitive user experience and cost-effective pricing, appealing to smaller businesses.
Features: Salesforce Service Cloud provides comprehensive features such as case management, seamless social media integration, and customer 360 views. It excels in automation for workflow enhancements and integrates easily with external systems like ERP. Freshservice is known for its effective incident management, configurable asset management, and user-friendly interface. It supports robust app integrations and offers a responsive mobile configuration.
Room for Improvement: Salesforce faces challenges with its email processing limitations, high storage costs, and a mobile app that needs more functionality. Enhancements in reporting and a better UI/UX design are desired by users. Freshservice would benefit from expanded integration abilities with third-party tools such as Microsoft Outlook, greater customization options, and improved analytics.
Ease of Deployment and Customer Service: Both Salesforce Service Cloud and Freshservice are primarily cloud-based, with Salesforce offering a hybrid deployment for broader compatibility. Salesforce is noted for an extensive community and effective premium support, though initial escalations can be slow. Freshservice's user community and straightforward deployment are advantages, but users suggest enhancing the consistency of technical support across various features.
Pricing and ROI: Salesforce Service Cloud is generally expensive but justified by its range of features, potentially saving costs in service management. Freshservice offers transparent and flexible pricing models, deemed cost-effective, especially for SMBs, yet its regional pricing can sometimes be high. ROI is often delivered via improved automation and operational efficiency.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
Unless you have premium support, assistance is restricted.
Freshservice is easy to use for scalability.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There's limited experience with the CMDB or asset management features.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
Configuring Flows in Salesforce Service Cloud is very difficult.
Salesforce Service Cloud should focus on simplification.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
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.
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