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 8.3, while Sendbird is ranked #12 with an average rating of 8.1. Salesforce holds a 2.3% mindshare in HDS, compared to Sendbird’s 0.5% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 87% of Sendbird users who would recommend it.

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,986 Views
914 Comparison Views

96% willing to recommend

Sendbird

Read 7 Sendbird reviews

425 Views
310 Comparison Views

87% willing to recommend

Salesforce Service Cloud

Sendbird

Comparison Buyer's Guide

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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: September 2025).

Buyer's Guide

Salesforce Service Cloud vs. Sendbird

September 2025

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Helped 869,566 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:

ROI

Sentiment score

6.5

Salesforce Service Cloud achieves 135% ROI by enhancing efficiency, productivity, and service business, despite implementation costs.

Sentiment score

1.0

Sendbird improved ROI by streamlining communication, enhancing engagement, increasing user retention, reducing costs, and boosting customer satisfaction.

Salesforce Service Cloud requires significant maintenance effort to see ROI.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

No quotes available

For more quotes and insights, download the Sendbird report

Customer Service

Sentiment score

5.6

Salesforce Service Cloud is praised for helpful support and community, despite some critiques on initial response and proactiveness.

Sentiment score

6.0

The Sendbird support team is friendly and responsive, but struggles with technical issues; users prefer using documentation.

Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.

Kishor Namburu

Head Of Information Technology at SAISOFT

Unless you have premium support, assistance is restricted.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

No quotes available

For more quotes and insights, download the Sendbird report

Scalability Issues

Sentiment score

8.1

Salesforce Service Cloud offers exceptional scalability for enterprise growth, handling increased users and transactions seamlessly across industries.

Sentiment score

6.3

Sendbird efficiently manages high-traffic, supports scalability, minimizes documentation reliance, and reliably handles thousands of users despite occasional SDK issues.

Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.

Kishor Namburu

Head Of Information Technology at SAISOFT

Nobody can compete with Salesforce Service Cloud's scalability.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

The scalability is quite effective.

Pranay Koley

Junior Software Developer at Weavers Web Solutions Private Limited

For more quotes and insights, download the Sendbird report

Stability Issues

Sentiment score

7.9

Salesforce Service Cloud is highly stable, reliable, quickly resolves issues, and is positively rated across industries for dependability.

Sentiment score

6.0

Sendbird is largely stable with minor issues like URL thumbnails and read receipts, earning user ratings of 7-8/10.

We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Sendbird works well overall, the stability is sometimes affected by chat lists being randomly ordered rather than in chronological order.

Pranay Koley

Junior Software Developer at Weavers Web Solutions Private Limited

For more quotes and insights, download the Sendbird report

Room For Improvement

Salesforce Service Cloud requires improvements in email integration, UI/UX, reporting, analytics, and cost efficiency for better user experience.

Sendbird faces challenges with SDK delay, high costs, integration issues, and support, needing feature enhancements and better documentation.

Configuring Flows in Salesforce Service Cloud is very difficult.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Salesforce Service Cloud should focus on simplification.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

For more quotes and insights, download the Salesforce Service Cloud report

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

Pranay Koley

Junior Software Developer at Weavers Web Solutions Private Limited

For more quotes and insights, download the Sendbird report

Setup Cost

Salesforce Service Cloud is seen as costly but negotiable, with user-based pricing offering potential ROI through strategic use.

Enterprise users find Sendbird expensive, with high starting prices and costly customization, affecting switching and trial decisions.

Salesforce Service Cloud is expensive.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

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

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

For more quotes and insights, download the Salesforce Service Cloud report

The subscription cost is quite high, which prevents us from subscribing before the project completion and user testing.

Pranay Koley

Junior Software Developer at Weavers Web Solutions Private Limited

For more quotes and insights, download the Sendbird report

Valuable Features

Salesforce Service Cloud is praised for customization, integration, automation, user-friendliness, scalability, and features enhancing productivity and visibility.

Sendbird provides scalable, real-time chat features with intuitive API management, supporting large groups and including statuses and reactions.

Clients gain productivity and save time with Salesforce Service Cloud.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Salesforce Service Cloud offers pre-built packages that are best in class.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

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

Pranay Koley

Junior Software Developer at Weavers Web Solutions Private Limited

For more quotes and insights, download the Sendbird report

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 (1st), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Sendbird

Ranking in Help Desk Software

12th

Average Rating

8.2

Reviews Sentiment

5.7

Number of Reviews

Ranking in other categories

Enterprise Social Software (8th)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.3%, up from 1.8% compared to the previous year. The mindshare of Sendbird is 0.5%, up from 0.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	2.3%
Sendbird	0.5%
Other	97.2%

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.

Read full review

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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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Performing Arts

Computer Software Company

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	13
Large Enterprise	24

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	4

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.

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What needs improvement with Salesforce Service Cloud?

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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...

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What is your primary use case for Sendbird?

See all answers

Comparisons

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Compared 25% of the time

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Compared 14% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 6% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 5% of the time

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Zendesk vs Sendbird

Compared 100% of the time

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Product Reports

Buyer's Guide

Salesforce Service Cloud

September 2025

Download Salesforce Service Cloud product report

Buyer's Guide

Enterprise Social Software

September 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

Sendbird offers scalable, API-driven chat features tailored for real-time messaging, supporting ease of integration and robust developer tools.

Sendbird is known for its scalability in managing extensive chat groups and API-based operations, complemented by an effective developer portal. It offers real-time messaging with features like file transfer, receipt IDs, typing indicators, and message reactions, all enhancing communication. The platform optimizes reliability through metadata and online/offline messaging capabilities. However, users experience challenges with SDK connection delays, URL thumbnail generation, and message display, particularly during version transitions. Concerns about pricing, support, and documentation quality, as well as the absence of audio/video calls and analytics tools, are mentioned.

What are Sendbird's most noteworthy features?

API-Based Approach: Offers seamless integration for various app functionalities.
Real-Time Messaging: Facilitates file transfer, typing indicators, and message reactions.
Scalability: Supports large chat groups with robust management capabilities.
Developer Portal: Provides comprehensive tools for customization and optimization.

What should users expect in terms of benefits and ROI?

Efficiency in Communication: Chat room management enhances user interaction.
Reliability: Provides optimized messaging capabilities even with high user loads.
Scalability: Grows with business needs, handling expansive communication requirements.
Versatile Applications: Supports sector-specific implementations like healthcare and travel.

Sendbird is implemented across industries for chat functionality. In travel, it connects users with flight attendants; in business, it facilitates customer interactions. Healthcare utilizes it for patient-doctor consultations. Social media and real-time applications employ it for chats and video calls, optimizing communication in mobile apps and enhancing user and business interactions in salon applications.

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

September 2025

Free Report: Salesforce Service Cloud vs. Sendbird

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