Salesforce Service Cloud and Zoho Desk compete in the customer service software market. Salesforce seems to have the upper hand with its advanced features and scalability, appealing to larger organizations, while Zoho Desk offers affordability and simplicity for smaller businesses.
Features: Salesforce Service Cloud offers robust case management, workflow automation, and API integration, making it suitable for businesses requiring comprehensive CRM functionality. Zoho Desk provides strong customer engagement features, multi-channel communication, and easy integration with other Zoho applications, making it accessible and flexible for various business sizes.
Room for Improvement: Salesforce Service Cloud could benefit from enhanced reporting capabilities, improved knowledge management, and better mobile app functionality. Zoho Desk should focus on improving IT service management, enhancing customization options for alerts, and addressing pricing concerns to maintain its competitive edge.
Ease of Deployment and Customer Service: Salesforce Service Cloud primarily operates on the public cloud, with excellent customer service support and a strong user community. Zoho Desk offers multiple deployment options, including private and hybrid cloud setups, and receives positive feedback for its flexibility and customer support.
Pricing and ROI: Salesforce Service Cloud's high pricing is justified by its robust features and potential for strong ROI through enhanced efficiency. Zoho Desk is recognized for cost-effectiveness, offering flexible subscription pricing appealing to small businesses seeking an economical customer service platform.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
Unless you have premium support, assistance is restricted.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
Nobody can compete with Salesforce Service Cloud's scalability.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
Salesforce Service Cloud should focus on simplification.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
Salesforce Service Cloud is expensive.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
Salesforce Service Cloud offers pre-built packages that are best in class.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
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.
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
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