Salesforce Service Cloud vs TalkDesk comparison

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Salesforce Service Cloud

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Executive Summary

We performed a comparison between Salesforce Service Cloud and TalkDesk based on real PeerSpot user reviews.

Find out what your peers are saying about Microsoft, Salesforce, Oracle and others in CRM Customer Engagement Centers.

To learn more, read our detailed CRM Customer Engagement Centers Report (Updated: October 2024).

CRM Customer Engagement Centers

October 2024

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Helped 813,418 peers since 2012

Categories and Ranking

Salesforce Service Cloud

Average Rating

8.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (5th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

TalkDesk

Average Rating

8.4

Number of Reviews

Ranking in other categories

Contact Center Platforms (4th), Contact Center as a Service (CCaaS) (6th)

Featured Reviews

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

Jan 3, 2024

High scalability with good plugins and excellent customer visibility

The Primary objectives of our solution are to improve the customer experience, improve process efficiency, and eliminate the wasted costs involved in business operations. For example, we're focusing more on the improvement of DIY (Do it Yourself). The call load reduces the need for visits by…

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TANMAY AKHADE

Technical Program Manager at WhiteHat Jr

May 23, 2024

User-friendly, enables to respond to customer queries 70% to 80% quickly, and reduces dependency on agents

The product has automatic call-routing features. We must share how the calls must be routed to each team, and it automatically takes care of it. The solution is quite user-friendly. We don't have to do a lot of coding. We can do certain configurations on top of the coding, and it is automatically taken care of in the backend. It is a good feature. We can do a lot of automation. The tool is moving towards generative AI. The customer talks to the tool, and the tool understands what they need and provides it to them. Earlier, the customers would send an email and wait for a response from a representative. Our TAT was two to three years. Currently, our TAT is 20 minutes. If customers contact us with any concerns, we respond to them quickly. The response time has improved by 70% to 80%. Though it is new to the market, the generative AI has reduced our dependency on the agents. Earlier, the agents had to answer all of the customers’ issues. Now, TalkDesk fetches the answer from the backend and provides it to the customer. AI is good. It saves us a lot of time. It’s a discovery phase, so it is not quite handy. However, at times, less interaction is required if all the details are available on the website.

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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

"The product's initial setup phase was straightforward."

"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."

"The instant input of feedback into the CRM systems by case management is one of the impactful features"

"The most valuable feature of the solution is the traceability of actions."

"The plug-ins that work with other standard systems have made the product industry-ready."

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

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

"There is an out-of-the-box feature for reporting and analytics"

More Salesforce Service Cloud pros

"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."

"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."

"The initial setup was straightforward."

"TalkDesk enhanced customer service with AI."

"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."

"The solution is quite user-friendly."

"It is very simple to learn how to use TalkDesk."

"The most valuable feature of the solution is its ease of use."

More TalkDesk pros

Cons

"The solution could continue improving its artificial intelligence capabilities."

"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."

"I would like to add some bot features."

"The main concern for me revolves around the speed of certain integrations."

"The pricing of the solution can be made cheaper."

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

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"The integrations with other solutions can be improved."

More Salesforce Service Cloud cons

"While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users."

"The product must automate certain features so the agents do not have to do things manually."

"One area of improvement is the customization options for cloud storage."

"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 solution's reporting feature is sometimes delayed and could be improved."

"We faced issues with bulk SMS."

"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."

"There is room for improvement in the flexibility of the dashboard and reporting customization."

More TalkDesk cons

Pricing and Cost Advice

"Salesforce Service Cloud is a bit expensive."

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

"Salesforce is very cost-effective."

"The solution is priced at 50 dollars a month per user."

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

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"The price is too expensive."

"Salesforce is not a cheap product. It can be expensive."

More Salesforce Service Cloud pricing and cost advice

"TalkDesk's pricing is with the investment."

"If we need less number of licenses, the pricing will be high."

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Top Industries

By visitors reading reviews

Financial Services Firm

16%

Educational Organization

16%

Computer Software Company

15%

Manufacturing Company

10%

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 bit expensive.

What needs improvement with Salesforce Service Cloud?

Reporting could be improved.

What is your primary use case for Salesforce Service Cloud?

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

What is your experience regarding pricing and costs for TalkDesk?

TalkDesk's pricing is with the investment.

What needs improvement with TalkDesk?

While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users. It was too bright and not user-friendly. We switched it to nigh...

What is your primary use case for TalkDesk?

I was supervising a team, and we handled all our phone calls and the necessary metrics from those calls. We were using TalkDesk to gather that information.

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Product Reports

Download Salesforce Service Cloud product report

Salesforce Service Cloud

September 2024

Download TalkDesk product report

September 2024

Also Known As

Service Cloud

No data available

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Salesforce

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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.

TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.

TalkDesk offers a suite of essential features for robust contact center functionality. Queue management, voicemail, click-to-call, call forwarding, local caller ID, and comprehensive analytics ensure efficient query management and improved customer satisfaction.

Additional features to emphasize:

TalkDesk's compatibility with popular CRM systems and live chat tools enhances team performance and workflow cohesion.
TalkDesk's customer experience analytics include sentiment analysis and visually appealing dashboards to provide deep insights into customer emotions and trends, enhancing businesses' understanding and response to customer needs.
TalkDesk's automated workflows and direct ticket creation within the interface streamline operations further.
Finally, TalkDesk's AI-driven tools optimize call routing, provide detailed analytics, and assist in agent coaching, elevating the quality of customer interactions.

Additionally, TalkDesk's focus extends to quality and workforce management, providing tools for assessing agent performance and recommending improvements. Features like voice and screen recording, time-stamped comments, and gamified metrics offer valuable insights for performance enhancement.

The mobile app Talkdesk Conversations, available for iOS and Android, extends platform functionality for remote teams. It includes call placement, recording, and CRM connectivity features, ensuring uninterrupted customer service. However, the app has garnered limited reviews and ratings on mobile app stores.

In summary, TalkDesk is a comprehensive, AI-enhanced, and highly integrative solution for businesses seeking to optimize customer service and agent management. With its range of features catering to various customer service aspects, TalkDesk is a good contact center platform to consider.

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