Salesforce Service Cloud vs Sendbird comparison

Salesforce and Sendbird are both solutions in the Help Desk Software category. Salesforce is ranked #4 with an average rating of 8.4, while Sendbird is ranked #13 with an average rating of 8.1. Salesforce holds a 2.4% mindshare in HDS, compared to Sendbird’s 0.2% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 100% of Sendbird users who would recommend it.

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,624 Views
731 Comparison Views

96% willing to recommend

Sendbird

Read 7 Sendbird reviews

285 Views
148 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Sendbird

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and Sendbird are competing in the customer service solutions category. Salesforce Service Cloud takes the lead due to its comprehensive features and more favorable setup cost, overshadowing Sendbird's strengths in communication features.

Features: Salesforce Service Cloud is known for its extensive CRM capabilities, case management, and integration options. It offers robust automation and workflow functionalities, providing a thorough service experience. Sendbird excels in advanced messaging capabilities, real-time chat features, and flexible API integrations, making it ideal for engagement-driven applications. The main distinction is Salesforce's broader service-focused features versus Sendbird's focus on communication.

Room for Improvement: Salesforce Service Cloud could improve its user interface and simplify customization options for non-technical users. Its pricing model can be complex, posing challenges for smaller enterprises. Additionally, optimizing feature updates for more seamless implementation could enhance user experience. Sendbird may benefit from expanding its customer support infrastructure and offering more comprehensive documentation for non-developers. Enhancing analytics tools could also provide additional value. Lastly, introducing offline capabilities for messaging could improve service reliability.

Ease of Deployment and Customer Service: Salesforce Service Cloud provides a structured and guided deployment process with extensive documentation and responsive customer support. Conversely, Sendbird offers a straightforward deployment process, particularly for developers, through its simple API-driven approach. However, its customer service, while dependable, lacks the comprehensive support infrastructure found in Salesforce.

Pricing and ROI: Salesforce Service Cloud has a moderate setup cost with a clear pathway to achieving a high ROI through advanced service capabilities. It offers more predictable long-term value with its pricing structure. Sendbird generally requires a lower initial investment, with ROI realized mainly through enhanced customer interaction and engagement. Its cost efficiency is appealing for organizations focused on communication features.

To learn more, read our detailed Salesforce Service Cloud vs. Sendbird Report (Updated: July 2025).

Buyer's Guide

Salesforce Service Cloud vs. Sendbird

July 2025

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Helped 865,384 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Salesforce Service Cloud

Ranking in Help Desk Software

4th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Sendbird

Ranking in Help Desk Software

13th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Enterprise Social Software (10th)

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.4%, up from 1.6% compared to the previous year. The mindshare of Sendbird is 0.2%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

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Pranay Koley

Junior Software Developer at Weavers Web Solutions Private Limited

Facilitates user communication with rich features

In our company, we are using Sendbird for building a chat feature within our salon application. I am using the Flutter framework to implement the chat feature, which facilitates communication between users and businesses, specifically salon shops There are many useful features with Sendbird. I…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"We use Salesforce Service Cloud for lead management and opportunity management."

"In terms of visibility to my boss and the team, it does help a lot."

"It is a stable product."

"It's a cloud tool, so it is easy to set up."

"We are very happy with the support team from Salesforce."

"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."

More Salesforce Service Cloud pros

"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."

"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."

"There are many useful features with Sendbird."

"Sendbird is very flexible, and they have made great strides towards optimization."

"The Sendbird developer portal provides each step, including methods, making it easy to implement."

"Sendbird is reliable and generally crash-free."

"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."

"Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value."

Cons

"It is kind of a struggle to get a report that shows something you want it to show."

"The product's high price is an area of concern where improvements are required."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"The integrations with other solutions can be improved."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

"The pricing for what Salesforce Service Cloud offers is not great."

"The solution’s user interface could be improved."

"Salesforce Service Cloud's report functionality could be improved."

More Salesforce Service Cloud cons

"Impersonating a user or using a template user to send messages for development purposes would be very useful."

"Their pricing is very high compared to competitors, which is a concern for us."

"The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused frustration."

"More analytics tools could be integrated into Sendbird."

"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."

"The documentation for integrating with the Flutter framework is lacking detailed information."

"I thought that there should be the audio and the video call functionality as well."

"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."

Pricing and Cost Advice

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"The price of the solution depends on how many users need access to it"

"Salesforce Service Cloud is a bit expensive."

"Salesforce Service Cloud is a highly expensive solution"

"Salesforce is very cost-effective."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

More Salesforce Service Cloud pricing and cost advice

"There is a starter plan for $399 per month, and a pro plan for $799 dollars."

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Manufacturing Company

10%

Performing Arts

Computer Software Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

See all answers

What needs improvement with Salesforce Service Cloud?

See all answers

What is your primary use case for Salesforce Service Cloud?

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...

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What is your experience regarding pricing and costs for Sendbird?

Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quite high, which prevents us from subscribing before the project completion and use...

See all answers

What needs improvement with Sendbird?

The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused...

See all answers

What is your primary use case for Sendbird?

See all answers

Comparisons

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Compared 19% of the time

ServiceNow vs Salesforce Service Cloud

Compared 15% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 6% of the time

More Salesforce Service Cloud Competitors

No data available

Product Reports

Buyer's Guide

Salesforce Service Cloud

July 2025

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Buyer's Guide

Enterprise Social Software

July 2025

Download Sendbird product report

Also Known As

Service Cloud

Sendbird Calls, Sendbird Desk

Overview

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.

Salesforce

Businesses utilize Sendbird for real-time communication in apps, including chat, notifications, messaging for support, and community engagement. It integrates with mobile and web platforms for seamless user interactions and reliable messaging services.

Sendbird is highly regarded for its ease of integration with both mobile and web platforms, providing a robust solution for real-time communication needs such as chat, notifications, and customer support messaging systems. Companies use it to enhance user engagement through efficient, reliable messaging services. The platform stands out due to its strong API, reliable performance, excellent customer support, and extensive documentation. Despite challenges with scalability during peak times and integration difficulties, Sendbird's customization options and real-time messaging capabilities cater to both small and large applications.

What are the key features?

Strong API: Provides a powerful and flexible interface for developers.
Reliable Performance: Ensures stable and consistent operations.
Excellent Customer Support: Offers responsive and helpful assistance.
Seamless Integration: Easily integrates with other platforms.
Extensive Documentation: Enhances the developer experience with thorough guides and resources.
Customization Options: Allows tailoring to specific needs and use cases.
Real-Time Messaging: Supports instant communication capabilities.
Easy Scalability: Handles growth for both small and large applications.

What benefits should users look for?

Enhanced User Engagement: Promotes active interaction and satisfaction.
Efficient Communication: Provides reliable messaging and notifications.
Developer-Friendly: Offers strong support and comprehensive documentation.
Scalability: Adapts to the changing demands of the business.
Seamless Integration: Simplifies the integration process with other platforms.

Sendbird is widely implemented across a range of industries such as e-commerce, healthcare, and social networking. E-commerce platforms use it to handle customer support and notifications, healthcare apps utilize it for patient communication, and social networks leverage its real-time chat capabilities for community engagement and interaction.

Sendbird

Sample Customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Information Not Available

Buyer's Guide

Salesforce Service Cloud vs. Sendbird

July 2025

Free Report: Salesforce Service Cloud vs. Sendbird

Find out what your peers are saying about Salesforce Service Cloud vs. Sendbird and other solutions. Updated: July 2025.

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