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Salesforce Service Cloud vs. Talkdesk

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Salesforce Service Cloud

397 Reviews and Ratings

Talkdesk

664 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Salesforce Service Cloud

    Score8.4 out of 10
    		N/AService Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

    $25

    per month

    Talkdesk

    Score8.6 out of 10
    		N/ATalkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.

    $85

    per month per user

    Pricing
    Salesforce Service CloudTalkdesk
    Editions & Modules
    Starter Suite
    $25
    per month
    Pro Suite
    $100
    per month per user
    Enterprise
    $165
    per month per user
    Unlimited
    $330
    per month per user
    Agentforce 1
    $550
    per month per user
    CX Cloud Digital Essentials
    $85
    per month per user
    CX Cloud Voice Essentials
    $105
    per month per user
    CX Cloud Elite
    $145
    per month per user
    CX Cloud Elite
    $165
    per month per user
    Industry Experience Clouds
    $225
    Offerings
    Pricing Offerings
    Salesforce Service CloudTalkdesk
    Free Trial
    YesYes
    Free/Freemium Version
    YesNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeOptional
    Additional Details—*Talkdesk also offers per hour login consumption pricing and concurrent pricing. Prices are based on a minimum 3 year commitment to these Editions. Additional telco and usage fees not included. Due to foreign exchange rate approximation, list price is not the exact price that will be quoted.
    More Pricing Information
    Community Pulse
    Salesforce Service CloudTalkdesk
    Considered Both Products
    Salesforce
    Natalia Shlykova
    Senior Plus Student Advisor B2B in Customer Service at EF Education First (Education Management, 10,001+ employees)
    Chose Salesforce Service Cloud
    I used other products in another company as a database and can say that Salesforce Service Cloud is much more user friendly for customer service needs and makes work faster to process than the named program before. Integration between departments is more clear and simple to …
    Incentivized
    Verified User
    Chose Salesforce Service Cloud
    Salesforce provides infinitely more features than Freshdesk, particularly regarding reporting. We previously felt we had squeezed as much as we could out of Freshdesk, however the possible functionalities and customisation of Salesforce seems endless! That said, I think if you …
    Incentivized
    Suresh K.S Kumar
    Genesys Solutions Architect in Information Technology at HCL Technologies (Medical Devices, 10,001+ employees)
    Chose Salesforce Service Cloud
    A CRM should be simple to set up and stable enough to develop with your business. Since they aren't designed to fit across all areas of your business or address more nuanced business needs, some CRM solutions that claim to be easy can actually trigger problems as you scale. …
    Incentivized
    Verified User
    Chose Salesforce Service Cloud
    They were similar, but I liked the setup of Salesforce Service Cloud. I also used Infusionsoft for a small business and used Salesforce at a large tech startup, so it’s hard to compare.
    Incentivized
    Verified User
    Chose Salesforce Service Cloud
    Salesforce Service Cloud has a solid reputation and brand recognition. The interface is user friendly enough to be utilized across an entire company with varying employee tech exposure. Service Cloud was selected due to the integration options with other software companies and …
    Incentivized
    Verified User
    Chose Salesforce Service Cloud
    We moved from Help Scout to Service Cloud for robust reporting and more automation. Previously we were having to manually fill in multiple custom fields in Help Scout in order to report on certain things such as tickets submitted by particular accounts.
    Incentivized
    Verified User
    Chose Salesforce Service Cloud
    We chose Salesforce Service Cloud because we were already using Sales Cloud.
    Incentivized
    Talkdesk
    Verified User
    Chose Talkdesk
    The Service UpTime exceeding acceptable Industry Standards
    The cost for the services provided is accurate
    The speed of resolution of outages and degradation issues
    Incentivized
    Verified User
    Chose Talkdesk
    Talkdesk product is still one of the best. BUt their service is horrible.
    Incentivized
    Verified User
    Chose Talkdesk
    Talkdesk is far superior when it comes to the interface for every day users and managers. Better analytics and integration with other software we use. ShoreTel was unreliable for call recordings. Talkdesk reporting is easy to understand and set up for managers and admins. …
    Incentivized
    Brad Littler
    Senior Technology Manager in Customer Service at Workfront (Computer Software, 501-1000 employees)
    Chose Talkdesk
    Talkdesk was a lot cheaper than all of the alternatives and the level of features that they provided combined with the time it would take to go live made it an easy choice to choose Talkdesk over the heavier competitors.
    Incentivized
    Jordan Chevalier
    Salesforce Product Manager in Information Technology at Doctolib (Internet, 501-1000 employees)
    Chose Talkdesk
    Talkdesk had better specifications and professional sales reps. Talkdesk furnished us the best RFQ of all competitors. They answered with a lot of detail quickly and efficiently. They also have the best Salesforce integration on the market, which was very important for our …
    Incentivized
    Jesse Marion
    Manager, Customer Experience in Customer Service at INDOCHINO (Apparel & Fashion, 501-1000 employees)
    Chose Talkdesk
    Customer Support and Quality! the providers mentioned above always had issues when customers networks were flawless, their support would often blame the ISP provider when we would have fiber networks connected to the company and verified network uptime would surpass any VoIP …
    Incentivized
    Verified User
    Chose Talkdesk
    We selected Talkdesk because of the reliability and support offered by the team.
    Incentivized
    Casey Hostetter
    Service Desk Manager in Customer Service at PowerDMS (Computer Software, 51-200 employees)
    Chose Talkdesk
    All of our current products assist in the support experience alongside Talkdesk. Our prior vendor, Natterbox, was not fit for our growing needs. It did not have the reporting and analytics needed to sustain growing inbound calls and support team.
    Incentivized
    Verified User
    Chose Talkdesk
    We evaluated Ring Central at the same time we evaluated Talkdesk. The Ring Central product looks like a good product but ultimately we chose to go with Talkdesk because of the attention we got from Talkdesk during the sales cycle. Talkdesk was very responsive to our questions. …
    Incentivized
    Verified User
    Chose Talkdesk
    TalkDesk is the only software in this category that I have used.
    Incentivized
    Nate Peace
    Support Operations Manager in Customer Service at SpotHero (Consumer Services, 201-500 employees)
    Chose Talkdesk
    Talkdesk is more customizable and all around better than Zendesk voice. For me Zendesk voice is an early choice great for small call centers, but then they need to quickly consider a more robust solution.

    Talkdesk is significantly better than Five9. For being called Five9, they …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Salesforce Service CloudTalkdesk
    Incident and problem management
    Comparison of Incident and problem management features of Salesforce Service Cloud and Talkdesk
    Feature
    Salesforce Service Cloud
    8.8
    77 Ratings
    Talkdesk
    -
    Ratings
    Organize and prioritize service tickets9.475 Ratings00 Ratings
    Expert directory8.553 Ratings00 Ratings
    Subscription-based notifications8.663 Ratings00 Ratings
    ITSM collaboration and documentation8.260 Ratings00 Ratings
    Ticket creation and submission9.375 Ratings00 Ratings
    Ticket response9.174 Ratings00 Ratings
    Self Help Community
    Comparison of Self Help Community features of Salesforce Service Cloud and Talkdesk
    Feature
    Salesforce Service Cloud
    8.7
    72 Ratings
    Talkdesk
    -
    Ratings
    External knowledge base8.463 Ratings00 Ratings
    Internal knowledge base8.970 Ratings00 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Salesforce Service Cloud and Talkdesk
    Feature
    Salesforce Service Cloud
    8.7
    77 Ratings
    Talkdesk
    -
    Ratings
    Customer portal7.954 Ratings00 Ratings
    IVR8.834 Ratings00 Ratings
    Social integration8.947 Ratings00 Ratings
    Email support9.276 Ratings00 Ratings
    Help Desk CRM integration8.866 Ratings00 Ratings
    Contact Center Software
    Comparison of Contact Center Software features of Salesforce Service Cloud and Talkdesk
    Feature
    Salesforce Service Cloud
    -
    Ratings
    Talkdesk
    7.7
    470 Ratings
    Agent dashboard00 Ratings7.5450 Ratings
    Validate callers00 Ratings8.7397 Ratings
    Outbound response00 Ratings7.0413 Ratings
    Call forwarding00 Ratings7.0403 Ratings
    Click-to-call (CTC)00 Ratings8.6375 Ratings
    Warm transfer00 Ratings8.8425 Ratings
    Predictive dialing00 Ratings8.3219 Ratings
    Interactive voice response00 Ratings8.2300 Ratings
    REST APIs00 Ratings8.0236 Ratings
    Call scripts00 Ratings7.0213 Ratings
    Call tracking00 Ratings8.3418 Ratings
    Multichannel integration00 Ratings7.5305 Ratings
    CRM software integration00 Ratings5.8361 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Salesforce Service Cloud and Talkdesk
    Feature
    Salesforce Service Cloud
    -
    Ratings
    Talkdesk
    8.5
    456 Ratings
    Inbound call routing00 Ratings8.2416 Ratings
    Omnichannel inbound routing00 Ratings8.2299 Ratings
    Recording00 Ratings9.0440 Ratings
    Quality management00 Ratings9.0400 Ratings
    Call analytics00 Ratings8.2414 Ratings
    Historical reporting00 Ratings9.2421 Ratings
    Live reporting00 Ratings8.3413 Ratings
    Customer surveys00 Ratings7.9230 Ratings
    Customer interaction analytics00 Ratings8.2265 Ratings
    User Ratings
    Salesforce Service CloudTalkdesk
    Likelihood to Recommend
    8.3
    (83 ratings)
    8.4
    (483 ratings)
    Likelihood to Renew
    6.2
    (8 ratings)
    8.5
    (37 ratings)
    Usability
    8.0
    (12 ratings)
    8.5
    (299 ratings)
    Availability
    9.5
    (28 ratings)
    10.0
    (7 ratings)
    Performance
    8.6
    (7 ratings)
    10.0
    (7 ratings)
    Support Rating
    7.0
    (20 ratings)
    6.6
    (130 ratings)
    In-Person Training
    10.0
    (1 ratings)
    10.0
    (2 ratings)
    Online Training
    9.0
    (1 ratings)
    9.0
    (5 ratings)
    Implementation Rating
    7.0
    (1 ratings)
    7.4
    (217 ratings)
    Configurability
    -
    (0 ratings)
    10.0
    (7 ratings)
    Ease of integration
    5.0
    (1 ratings)
    10.0
    (1 ratings)
    Product Scalability
    -
    (0 ratings)
    10.0
    (7 ratings)
    Vendor post-sale
    8.0
    (1 ratings)
    9.1
    (3 ratings)
    Vendor pre-sale
    8.0
    (1 ratings)
    9.1
    (3 ratings)