Freshdesk vs Salesforce: Pay 50% less, get 100% more. Switch now!
Salesforce is a powerful solution and can do a lot, but it is clunky, hard to set up, and expensive. On the other hand, Freshdesk packs plenty of features too, but it’s way easier to use and a lot more affordable than Salesforce.
How to choose the right customer support solution for your business?
Simple and modern UI
Transparent pricing
Omnichannel support
Built-in ticketing
Superior customer support
Low total cost of ownership
Effortless change management
4 Reasons why Freshworks wins over Salesforce
Modern interface, Faster time to value
Why Freshworks wins
Freshworks is easy-to-set up and maintain such that businesses can get started quickly without writing a single line of code.
Freshworks features a modern, user-friendly interface, that facilitates faster onboarding for agents and enhances the overall tool usage.
Why Salesforce Service Cloud might not be the right choice for you
Salesforce is often seen as clunkier and more complex, requiring more time and engineering for implementation and customization. Agents also find the tool hard to use, leading to a steeper learning curve, slower agent onboarding, and low tool utilization.
Scaling support with minimal investment
Why Freshworks wins
With Freshworks’ clear pricing, businesses are able to expand support without constant additional purchases.
Thanks to Freshworks' user-friendly interface and swift setup process, start using the solution with little implementation and training costs.
Why Salesforce Service Cloud might not be the right choice for you
As a business grows, the subscription costs for Salesforce can rise rapidly. While the pricing starts at USD 25/agent/month, businesses have to buy multiple add-ons to access essentials. Additionally, substantial investment is required for setup and training, with some organizations forced to hire external consultants.
No-code ticketing built for agility
Why Freshworks wins
Freshdesk packs powerful ticketing capabilities while ensuring they are built-in, easy-to-use, and don’t require coding. Admins can easily update configurations to adapt to the rapidly evolving demands of the business. Consequently, an admin saves up to 70% of their time while managing Freshdesk.
Why Salesforce Service Cloud might not be the right choice for you
Salesforce offers a wide range of ticketing capabilities, but many users find the knowledge base and reporting functionalities complex. Additionally, admins spend a lot of time configuring basic features, such as SLAs, ticket assignment logic, with some even requiring coding support.
Omnichannel support
Why Freshworks wins
Freshworks offers a unified view of conversations across channels such that agents have all the information they need at their fingertips. This helps agents deliver personalized support faster.
Why Salesforce Service Cloud might not be the right choice for you
Agents using Salesforce often need to navigate through various screens to access customer information from different channels, which can result in delayed response times and dissatisfied customers.
Freshworks vs Salesforce Service Cloud: Feature comparison for 2024
Freshworks
| Salesforce Service Cloud | |
|---|---|---|
Ease of use |
|
|
Ease of set up
|
|
|
Ticketing features
| Available out of the box | Configuration of basic features like rich text fields, SLAs, assigning tickets to agents need coding effort |
Unified agent workspace
|
| |
Collaboration tools
| 8.7 rating on G2;
seamlessly collaborate within and outside your company
| 8.2 rating on G2;
Lacks collaboration with external stakeholders
|
Knowledge base | High usability with advanced capabilities
| Hard to author, categorize; and manage knowledge base |
Basic features, such as surveys, advanced analytics, community
| Available with paid plans | Available as a paid add-on
|
24x5 support across paid plans
| 8.8 rating of G2;
available with paid plans
| 8.2 rating of G2;
available as a paid add-on
|
Omnichannel support | Available with paid plans
| Available as a paid add-on; Lacks built-in integration with Line and Instagram |
TRUSTED BY 68,000+ BUSINESSES WORLDWIDE
Customer testimonials
“Last year, we had 44% of tickets coming in through Facebook. This year, it’s less than 40%. In raw numbers, that’s a reduction of about 100,000 tickets. This has only been possible through scenario automations on Freshdesk, which we can implement in a few seconds.”
“The main advantage we identified in Freshdesk was how easy it was to configure and to customize.”
“Freshdesk has helped us install more efficient workflows and processes while still maintaining HIPAA compliance. It has been a game-changer for agents and members.”
Other comparisons
See how Freshworks compares to other helpdesk tools in ease of use and admin, integrations, collaboration tools, ticketing features, and more.
Freshdesk vs. Zendesk
Zendesk was built through acquisitions, versus Freshdesk, which unifies customer support in a clean UI.
Freshdesk vs. Intercom
For advanced ticketing and growth-friendly pricing, Freshdesk pulls ahead.
Freshdesk vs. Help Scout
Make no sacrifices on usability or powerful capabilities. Unlike Help Scout, Freshdesk has both.
Frequently asked questions for Freshworks vs. Salesforce Service Cloud
Compared with Salesforce Service Cloud, Freshworks offers AI-powered ticketing that is easier to launch, use, and maintain.
Which is better: Freshworks or Salesforce?
Both Freshworks and Salesforce are feature-rich customer service solutions, but Freshworks is more affordable and user-friendly.
How does Salesforce Service Cloud pricing compare with Freshworks?
Unlike Freshworks, many customers perceive Salesforce Service Cloud as expensive, with essential features only available as add-ons.
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