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Freshdesk vs Salesforce 2024 (Which is Better Customer Service Software?)

While Freshdesk and Salesforce are both great customer service tools, they do have some key differences. In this comparison article, we’re going to dive into the features, pricing, and customer satisfaction of each software to help you to make the decision.

Freshdesk is the best affordable all-in-one customer support solution. $15/month per user freshdesk.com
Salesforce is best for large enterprises connecting with Salesforce CRM. $25/month per user salesforce.com

Which One is Better, Freshdesk or Salesforce?

The help desk software market is growing more competitive by the day. Two popular options are Salesforce and Freshdesk. Both have their pros and cons, but which one is better for your business? Here are our three use cases to see which one is better.

Better Features

  • Draw!

Based on the number of features, it’s a draw!

Better Price

Looking for the pricing, Freshdesk is a more affordable option.

People’s Choice

Based on trusted customer reviews, Freshdesk is the winner.

Overall Winner:

Freshdesk 2-0

Freshdesk vs Salesforce Pros and Cons

Both Salesforce and Freshdesk have their pros and cons, but one may be a better fit for your company depending on your needs. In this section, we will compare and contrast the pros and cons of both platforms to help you make the best decision for your business.

Freshdesk Pros & Cons

Pros:

  • 21-day free trial
  • Has everything you need for full-house customer support
  • Ticket dispatch
  • Help Center
  • Community forums
  • Social media inquiries to tickets

Cons:

  • Complex pricing
  • Too many features for small businesses

Salesforce Pros & Cons

Pros:

  • Enterprise-grade software
  • Integrates conveniently with Salesforce
  • AI for customer service
  • Knowledge base
  • Telephony Integration (CTI)
  • Web Services API 

Cons:

  • Voice support costs extra
  • Large software has a longer learning curve

Freshdesk vs Salesforce Price Comparison

Let’s take a look at these two’s pricing plans to see which one offers better pricing.

Freshdesk Pricing Plans

Freshdesk’s pricing comes in four tiers: Free, Growth, Pro, and Enterprise. The Free plan includes integrated ticketing across email and social channels, a knowledge base, reporting capabilities, and more. The Growth plan adds automation and access to over 1000 marketplace apps for $18 per user per month. The Pro plan includes multiple product support and custom roles for $59 per user per month. The Enterprise plan is for heavy-users.

Free — $0 per user per month

  • Integrated ticketing across email and social
  • Ticket Dispatch
  • Knowledge Base
  • Ticket Trend Report
  • Out-of-the-box analytics and reporting

Growth — $18 per user per month

  • Automation
  • 1000+ marketplace apps
  • SLA management & business hours
  • Custom Email Server
  • Custom SSL

Pro — $59 per user per month

  • Multiple products
  • Includes up to 5000 Collaborators
  • Round-robin routing
  • Custom Roles
  • Custom Reports and Dashboards

Enterprise — $95 per user per month

Everything in Pro

  • Assist bot
  • Email bot
  • Knowledge base approval workflow
  • Auto-triage
  • AI-powered social signals

Salesforce Pricing Plans

Salesforce Service Cloud’s pricing comes in four tiers: Essentials, Professional, Enterprise, and Unlimited. Each tier offers increasing levels of functionality and support options. The Essentials plan is a good option for small businesses just starting out with Service Cloud, while the Unlimited plan offers the most comprehensive set of features and support for larger organizations.

Essentials — $25 per user per month

  • Case Management 
  • Service Console App(s) 
  • Knowledge 
  • Telephony Integration (CTI) 

Professional — $75 per user per month

  • Case Management 
  • Service Console App(s) 
  • Knowledge 
  • Service Contracts and Entitlements 
  • Telephony Integration (CTI) 

Enterprise — $150 per user per month

  • Case Management 
  • Service Console App(s) 
  • Knowledge 
  • Service Contracts and Entitlements 
  • Telephony Integration (CTI) 
  • Web Services API 

Unlimited — $300 per user per month

  • Case Management 
  • Service Console App(s) 
  • Knowledge 
  • Service Contracts and Entitlements 
  • Telephony Integration (CTI) 
  • Web Services API
  • Premier Success Plan

Freshdesk vs Salesforce Features Comparison

While these tools share some similarities, there are also some key differences. In this section, we will compare these two software programs’ features and help you decide which one is right for you.

Freshdesk Features

Freshdesk provides a number of features to improve customer service collaboration and automate tedious tasks. These features include ticket prioritization, self-service answer bots, and team task division. The software also offers analytics to help understand customer behavior and trends. In addition, the platform is secure with SSL certification enabled by default.

Ticketing

Email gets the job done, but Freshdesk’s ticketing system is designed to do more than that; it’s created for team collaboration and agent productivity. This means you can prioritize every ticket based on the keywords mentioned. Freshdesk’s Freddy AI software is integrated with ticketing, so you can eliminate boring, repetitive tasks and save time for your agents.

Self-service

Answer bots find the best answer from your knowledge base content and deliver it to customers in real-time, 24/7. These advanced features help you focus on bigger projects by taking care of small customer issues automatically. Web widgets allow live chat with a human agent on your website for more complex inquiries.

Collaboration

Freshdesk provides various features for improved collaboration among customer service teams, helping to deliver positive experiences for customers. For example, agents can easily include teammates in ticket discussions as needed, and team members can see tickets that another team is currently working on. In addition, Freshdesk allows teams to divide tasks and work on them simultaneously.

Automations

It would be amazing to come into work every day to find that all new customer inquiries have been neatly prioritized, organized, and assigned to the right agents. You wouldn’t have any

to-do lists because tedious tasks like following up with people are automated! All you and your team would need to focus on is crafting great responses for your customers.

Analytics

Use Freshdesk’s pre-made reports for quick insights to save time and effort. With a large number of useful reports, you can avoid having to do everything manually. Also, with the added ability to visualize data within the product, you can easily comprehend a lot of information and present it in a way that is efficient and digestible for those who need to see it.

Secure Help Desk

Keep your communication safe and secure with web browser-to-web server encryption. With a Freshdesk account, you get an SSL certificate enabled by default. Within 72 hours, you can have your own support domain or vanity URL up and running too. Plus, add multiple portals to your Freshdesk account–all with authenticated SSL certification.

Salesforce Features

Create a more streamlined and efficient high-touch service center by automating processes and connecting all channels into one workspace for agents.

Case Management

Reduce service costs and stick to your budgetary goals by optimizing high-touch customer service centers. By uniting customer data and automating processes, agents will be empowered to work faster and more efficiently.

Knowledge Management

Salesforce’s knowledge management solution helps agents find the answers they need quickly and efficiently, so customers can get the help they need faster. With recommended articles and optimized search, Salesforce’s solution makes it easy for agents to find the right information quickly, no matter what channel they’re using.

Self-Service

Personalized portals or self-service communities can help customers find answers on their own, reducing the number of support cases. This lowers costs by giving agents more time to focus on complex issues.

Messaging

Save money and stay connected to customers via their favorite digital channels in real-time. Engage in rich conversations on your website, mobile app, SMS, WhatsApp, Facebook Messenger, and more.

Chatbots

Reduce the number of cases you have to deal with by using intelligent chatbots. Automate routine requests, help customers figure out what to do next, or connect them with the right agent.

Telephony & Voice

No matter where your customer service agent is, they’ll be able to solve phone cases quickly. With cloud telephony integrated into the service console, productivity tools powered by artificial intelligence are now within reach.

People’s Choice: Freshdesk vs Salesforce

One key aspect when comparing these two services is to compare how other customers rate them. Both of the software has multiple trusted reviews so it’s easy to compare which one is better.

Freshdesk Reviews

Freshdesk has an average of 4.4-star 3rd party reviews (in legit sites like G2 and Capterra). Other customers seem to love it and consider it as a great option for their customer service software needs.

Salesforce Reviews

Salesforce Service Cloud has an average of 4.2-star 3rd party reviews (in legit sites like G2 and Capterra). Other customers seem to love it and consider it as a great option for their customer service software needs.

Top 10 Customer Support Software

Now it should be clear which platform is better for your needs. In case you’re still not happy with either of them, take a look at this list of the top 10 customer support software that has similar features.

  • #1 Editor’s Choice

1

543 reviews

Best all-in-one customer support software for help desk ticketing.

  • Best price-to-features ratio
  • Used by 10,000+ businesses
  • 15-day free trial

Best 2024

  • 9.6

? Help Scout Offer: 14-Day Free Trial

Help Scout offers a 14-day free trial for all of their available plans. Get your business ticketing system and live chat ready today with Help Scout.

1,170 reviews

Best for Live Chat customer support with fully-fledged customer software add-ons.

  • Affordable ticketing-only plan
  • All-in-one solution
  • Call center support

Excellent

  • 9.4

5,165 reviews

Best for large enterprises looking for an all-in-one customer support solution.

  • Reliable work-horse for large enterprises
  • AI-powered automated answers
  • Email, voice, SMS, and live chat support

Excellent

  • 8.9

3,307 reviews

Best for social media comment management and customer support.

  • #1 platform to connect all social media messages
  • Answer all social media messages in one place
  • Publish social media posts

Very Good

  • 8.8

1,489 reviews

Best for scaling customer support teams that need top-notch features.

  • Custom surveys
  • CRM integrations
  • VoIP calling

Very Good

  • 8.5

176 reviews

Best for minimal & affordable customer service software.

  • Affordable
  • Built-in email marketing
  • Great 3rd party reviews

Good

  • 8.3

2,592 reviews

Best affordable all-in-one customer support solution.

  • 21-day free trial
  • Community forums
  • Social media inquiries to tickets

Good

  • 8.1

1,358 reviews

Best call center customer service software for small and large businesses.

  • Unlimited calling, SMS, & MMS on the Standard plan
  • Ai-powered call and voicemail transcriptions
  • Integrates with Zendesk, Zoho, Hubspot & more

Good

  • 7.8

741 reviews

Best for Gmail-based customer service & help desk software.

  • Works on Gmail
  • Simple & easy-to-use
  • Knowledge base

Good

  • 7.6

484 reviews

Best for solving E-commerce support requests with conversion intent.

  • E-commerce integration (Shopify, Magento, and BigCommerce)
  • Help Center / FAQ
  • Satisfaction survey

Good

  • 7.3

Freshdesk vs Salesforce Wrap

Choosing the right help desk software can be tricky. There are a lot of factors to consider, and each product has its own unique set of features. In this article, we’ve compared two popular help desk software on the market: Salesforce and Freshdesk. We’ve looked at both products from a variety of angles, including price, customer support, features, and more.

So, which one is the best? Well, that depends on your needs and budget. Ultimately, it comes down to what works best for you.

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