Salesforce Service Cloud and xMatters both operate in the IT service management space. Salesforce Service Cloud appears to have the upper hand in sales and service automation, while xMatters is more focused on real-time notifications and communication management.
Features: Salesforce Service Cloud includes customizable consoles, API access, and automated upgrades, which enhance its overall capabilities. Furthermore, it provides robust IT service solutions streamlined for various customer interactions. xMatters distinguishes itself with seamless ITSM integrations and highly effective alerting processes, making it an attractive option for real-time incident management. Its automation features facilitate efficient stakeholder communication.
Room for Improvement: Salesforce Service Cloud could enhance its email integration with Outlook, improve mobile application functionalities, and adjust pricing for better affordability. Additionally, users have expressed a desire for more advanced reporting capabilities and a more intuitive user interface. xMatters could benefit from refining its reporting features and integrating older functionalities with new updates more efficiently. Users also seek greater integration flexibility and a more user-friendly interface.
Ease of Deployment and Customer Service: Salesforce Service Cloud commonly deploys on public clouds, supporting various cloud environments. Its customer service is rated highly, although premium support often garners the best experiences. xMatters provides both public and private cloud options. It also has reputable customer service, supported by an engaged community that aids in technical inquiries.
Pricing and ROI: Salesforce Service Cloud is often perceived as an expensive solution, with pricing based on a per-user model that typically requires negotiation to achieve better deals. Its ROI varies and is contingent on company size and specific implementation strategies. On the other hand, xMatters offers a more cost-effective licensing model, renowned for its efficiency in reducing potential downtime costs. Despite different license costs, the platform is valued for streamlining communication and delivering satisfactory ROI to many of its users.
| Product | Market Share (%) |
|---|---|
| Salesforce Service Cloud | 1.5% |
| xMatters | 5.8% |
| Other | 92.7% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 13 |
| Large Enterprise | 24 |
| Company Size | Count |
|---|---|
| Small Business | 4 |
| Midsize Enterprise | 2 |
| Large Enterprise | 24 |
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.
xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.
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