Salesforce Service Cloud vs TalkDesk comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Salesforce Service Cloud
Average Rating
8.4
Number of Reviews
46
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (7th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
TalkDesk
Average Rating
8.2
Number of Reviews
9
Ranking in other categories
Contact Center Platforms (6th), Contact Center as a Service (CCaaS) (6th)
 

Featured Reviews

FabioDoro - PeerSpot reviewer
Jul 9, 2024
Provides good visibility but needs to improve on the reporting side
I have seen that I could benefit a lot from the tool if it was more flexible in creating and dealing with reports. It is kind of a struggle to get a report that shows something you want it to show. At the end of the day, the reporting part is very poor. There is a lot of ground to improve in the area of reporting. I know there are several other different levels of the tool's usage. The reporting part is quite poor. Everything I want to see on how I did something is hard. It is also hard to extract data and create a report outside. It helps a lot but is hard to handle once the data is in it. The struggle to get the data out of the tool or even to use it the way you want can be difficult. You have to use the data in the way Salesforce wants you to use it, and so you have very little flexibility.
Jenish P. - PeerSpot reviewer
Jul 12, 2024
Efficient tool for modernizing communication systems with good technical support services
We primarily use TalkDesk for contact center purposes. Our call agents utilize it for call routing and WebRTC calls The platform has improved our organization by enhancing the efficiency of our contact center operations. The business team's feedback indicates that customer satisfaction has…

Quotes from Members

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

Pros

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"In terms of visibility to my boss and the team, it does help a lot."
"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."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"The instant input of feedback into the CRM systems by case management is one of the impactful features"
"The plug-ins that work with other standard systems have made the product industry-ready."
"The interface is quite user-friendly."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"TalkDesk enhanced customer service with AI."
"The solution is quite user-friendly."
"TalkDesk and their online support being very helpful. I collaborated with another resource who managed call routing, and my role was to develop applications that interacted with the routing system as needed, such as taking over calls for payment processing and directing any issues to the appropriate support personnel."
"With TalkDesk, you get to use TalkDesk Studio, which allows you to easily create outbound campaigns, and I am very happy with it."
"The most valuable feature of the solution is its ease of use."
"The solution's most valuable feature is its calling feature. It is very stable for outbound calls, and the tool's call routing feature is efficient. We integrated it with Zendesk. I answered the calls in my queue and transferred the ones that were for escalation. TalkDesk is very user-friendly."
"The tool is similar to RingCentral. It automatically integrates with your systems, so you can make calls directly from Teams instead of making calls with the TalkDesk application. It also has sentiment analytics features, similar to AI features, where you can analyze the tone of the person you're speaking with, determining if they are angry or happy. You can pull back data and analyze it on a separate system."
"It is very simple to learn how to use TalkDesk."
 

Cons

"The documentation could be improved."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The solution’s user interface could be improved."
"Salesforce Service Cloud's report functionality could 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 product's high price is an area of concern where improvements are required."
"The solution’s user interface could be improved and enhanced."
"I would like to add some bot features."
"There is room for improvement in the flexibility of the dashboard and reporting customization."
"The solution lacks some features for outbound campaigns compared to other providers."
"We faced issues with bulk SMS."
"Inbound calls are shaky, especially if your internet speed is not high. It happens because of the internet bandwidth. The solution must be stable for regions with slow internet speeds, such as South Africa, Nigeria, and Kenya. It is because Africa doesn't have a good internet infrastructure."
"The product must automate certain features so the agents do not have to do things manually."
"The solution's reporting feature is sometimes delayed and could be improved."
"The drawback of the tool revolves around the fact that I see it is very slow when loading the pages."
"One area for improvement in TalkDesk is its graphical environment, which doesn't allow for customized placement of icons or separate pages, making it challenging to organize and maintain complex applications. Additionally, for IVR applications, it lacks certain features like default inter-digit timeout settings or overall prompt timeout settings, which are common in other products. I also faced challenge was with call logging, as the system didn't perform well in retrieving and playing back call audio during development, although this might have been due to our specific setup or data volume."
 

Pricing and Cost Advice

"Salesforce is not a cheap product. It can be expensive."
"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."
"Salesforce Service Cloud is a highly expensive solution"
"The tool is pretty expensive."
"The price of the solution depends on how many users need access to it"
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
"The solution is priced at 50 dollars a month per user."
"If we need less number of licenses, the pricing will be high."
"TalkDesk's pricing is with the investment."
report
Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.
792,905 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
21%
Educational Organization
15%
Financial Services Firm
13%
Manufacturing Company
8%
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?
Salesforce Service Cloud is a highly expensive solution. I would rate the pricing an eight out of ten. The price is justified by the reputation of the vendor.
What needs improvement with Salesforce Service Cloud?
There are some issues with backend connectivity in Salesforce Service Cloud. For example, connecting it with your phone is troublesome. I expect the backend issues with the solution to get resolved...
What is your primary use case for Salesforce Service Cloud?
Salesforce Service Cloud is used in our organization at the contact center and for presales working processes. The solution enhances customer support in our company by connecting to CRM solutions a...
What is your experience regarding pricing and costs for TalkDesk?
If we need less number of licenses, the pricing will be high. If we need more licenses, the pricing usually reduces. It costs us $35 to $50 per license for 230 to 250 licenses. The prices go up as ...
What needs improvement with TalkDesk?
From my company, the feedback for TalkDesk stems from the fact that the tool is very slow when compared to Genesys with Cisco and other tools. Recently, I have been creating outbound campaigns. For...
What is your primary use case for TalkDesk?
I am an IVR application developer. My company is using TalkDesk to develop an application for Ashley Furniture Homestore India, a retail shop. My company is developing TalkDesk and integrating it w...
 

Also Known As

Service Cloud
No data available
 

Learn More

Video not available
 

Overview

 

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
Anki, Beautylish, Chic by Choice, Uniplaces, Box, Dropbox, Caviar, Prezi, Edmunds, Vaniday, Wahoo Fitness, Surveypal, Whistle, ZipRecruiter
Find out what your peers are saying about Microsoft, Salesforce, Oracle and others in CRM Customer Engagement Centers. Updated: June 2024.
792,905 professionals have used our research since 2012.