We performed a comparison between Freshdesk and Salesforce Marketing Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, ServiceNow, Salesforce and others in Customer Experience Management."It is very easy to make reports."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The most valuable feature of Salesforce Marketing Cloud is the reporting engine. Reports are very good and easy to build."
"Salesforce allows for the integration of different data sources."
"It makes it easy for a business to use any module based on their preference."
"The automation is great. It saves us a lot of time and it makes us move faster."
"We use this solution for reporting, pipeline generation, and forecasting."
"If you want to be able to communicate with your client using email, WhatsApp, and push notifications, know if the client opened the communication or not, and create and automate their journey, Marketing Cloud is very good."
"The Journey and CloudPages and automation are all great."
"It is a great solution. I like its stability, scalability, and performance."
"Asset management and branding are two areas in the solution that have scope for improvement."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"It should enhance its service and its reporting capabilities."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"The customization of Salesforce, a generic CRM software, has room for improvement."
"I found that the tool is more complex than expected. It requires a deeper understanding to utilize its capabilities thoroughly."
"User management could be better."
"This solution could be more user-friendly."
"The data extension tools are not very user-friendly."
"There is a lot of room for improvement in Salesforce Marketing Cloud's dashboards and the visualization of information in each journey."
"The technicality of the solution can be streamlined."
"Technical support is good but could be faster, maybe more knowledgeable, and more customer friendly."
Freshdesk is ranked 4th in Customer Experience Management with 27 reviews while Salesforce Marketing Cloud is ranked 1st in Social CRM with 52 reviews. Freshdesk is rated 8.4, while Salesforce Marketing Cloud is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Salesforce Marketing Cloud writes "Easy to deploy, stable, and scalable". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas Salesforce Marketing Cloud is most compared with Marketo, Oracle Eloqua, HubSpot Marketing Hub, Amazon Pinpoint and SAP Marketing Cloud.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
