| Product | Rating | Most Used By | Product Summary | Starting Price |
|---|---|---|---|---|
 Freshdesk | Score8.7 out of 10 | N/A | Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,… | $0 Up to 2 agents |
 Salesforce Experience Cloud | Score7.8 out of 10 | N/A | Salesforce Marketing Cloud Engagement (formerly Salesforce Experience Cloud or Salesforce Community Cloud) is an online forum powered by Salesforce that enables businesses to connect with their employees, customers, partner organizations, and prospects. Designed to help facilitate communication and information sharing, customers can ask questions and request help, administrators can integrate data from third-party apps, and employees can collaborate across projects and… | N/A |
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| Freshdesk | Salesforce Experience Cloud | |
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| Considered Both Products | Chose Freshdesk Easier to use and easier to transfer within departments and users. Better user interface. Freshdesk has a better and easier format to train clients and employees how to use. You can create individual private and public canned responses to make communicating to clients quicker … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info | Chose Salesforce Experience Cloud Overall, Salesforce is the most effective solution since it is part of an integrated stack to house and activate CRM audiences within an email, but also expand upon it via the DMP. This can allow for cross channel reach and exposure frequency measurement. If we were to partner … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info |
| Key User Insights | ||
| Would buy again | ||
No answers on this topic | No answers on this topic | |
| Delivers good value for the price | ||
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| Happy with the feature set | ||
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| Lived up to sales and marketing promises | ||
No answers on this topic | No answers on this topic | |
| Implementation went as expected | ||
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| Freshdesk | Salesforce Experience Cloud | |
|---|---|---|
| Likelihood to Recommend | 8.6 | 10.0 |
| Likelihood to Renew | 8.0 | - |
| Usability | 8.0 | 9.4 |
| Availability | 4.6 | - |
| Performance | 5.5 | 9.1 |
| Support Rating | 7.6 | 7.7 |
| In-Person Training | 8.2 | - |
| Online Training | 8.1 | - |
| Implementation Rating | 8.6 | - |
| Configurability | 5.4 | - |
| Contract Terms and Pricing Model | 6.4 | - |
| Ease of integration | 7.7 | 9.4 |
| Product Scalability | 5.5 | - |
| Professional Services | 6.4 | - |
| Vendor post-sale | 6.8 | - |
| Vendor pre-sale | 6.9 | - |
