Salesforce vs Freshdesk
Salesforce
Salesforce has created a legacy. But legacy software is bad
for your business.
- Expensive to implement & maintain,
- Barely future-ready, and
- No vendor support
Freshdesk Omnichannel
Rethink your Customer Service with Freshdesk Omnichannel
- Lowest Total Cost of Ownership
- Future-ready Customer Experience
- Best Partner to Work With
Cost of Ownership
Salesforce is expensive to implement & maintain
Salesforce Service Cloud’s hidden costs (via add-on charges)
for crucial contact-center features increase the total cost of ownership.
Customer service leaders have often cited Salesforce’s contract lock-in,
delayed onboarding time, and the need to partner with SI consultants as primary
reasons for moving out of the legacy platform.
Freshdesk Omnichannel - Reduce technology costs by upto 75% with Freshdesk Omnichannel.
462% Return of investment
Forrester’s TEI analysis of Freshdesk found that customers realize an ROI of 462%.
60% Lower TCO
One of the largest American TV-broadcasters implemented Freshdesk in less than 8 weeks upon moving from Salesforce, and also reduced TCO by 60%.
48 hours To go-live
Hamley’s, UK’s oldest retail chain for toys, implemented
Freshdesk in just 48 hours to optimize their customer support operations.
Lowest Total Cost of Ownership
Salesforce is expensive to implement & maintain
Salesforce Service Cloud’s hidden costs (via add-on charges) for crucial contact-center features increase the total cost of ownership. Customer service leaders have often cited Salesforce’s contract lock-in, delayed onboarding time, and the need to partner with SI consultants as primary reasons for moving out of the legacy platform.
1. Complex licensing fees and add-ons
Core contact-center modules such as self-service portal, knowledge base, data storage etc., are only available as add-ons and are charged extra.
2. Clunky implementation costs
Setting up and implementation is a headache for non-Salesforce Administrators, requiring knowledge of HTML, Standard JS even for simple changes, like adding a form-field or modifying your CSAT survey.
3. Ongoing maintenance costs
Built on a legacy architecture, Salesforce platform often coughs up troubles that require expert assistance, which is not included in the license fees and marks up the total cost by 20%.
Salesforce Service Cloud is a legacy platform
In addition to slow performance and challenging UI, the
legacy platform of Salesforce offers fragmented modules that results in siloed
data. This not only results in poor agent experience, but also barely helps
meet customer expectations.
Siloed modules for phone, live-chat, and other channels result in lack of customer context.
1. Fails to deliver seamless omnichannel
Siloed modules for phone, live-chat, and other channels result in lack of customer context.
2. Limits
help desk productivity.
Complicated UI results in poor agent experience.
3. Slow time-to-value.
API-driven AI platform requires developer assistance.
Freshdesk Omnichannel - Future-ready Customer Experience
Low-code AI-chatbots
- Up to 75% ticket deflection
- Click-to-configure bot builder with API integration
- AI across the ticket lifecycle for helpdesk efficiency
PhonePe, an Indian mobile payments app with 150 million
users, uses Freshdesk's AI-chatbots to automate 75% of all customer queries.
Deploy modern service channels
- Support WhatsApp, Apple Business Chat, Facebook Messenger, Line, and more
- Shift phone-volume to messaging channels with IVR Deflection
- Deploy chat bots on instant-messaging channelst
Musafir, UAE's premium travel services company, leverages
Freshdesk to successfully reduce phone volume by 20% by deflecting to WhatsApp
using IVR.
Unified customer timeline
- Unify customer communication on a true omnichannel platform
- Single-view of the customer with profiles, activities, and conversation history across channels
- Surface relevant information from 600+ business applications on marketplace
Rightmove, UK’s largest online real-estate portal, improves
response time by 26% and achieves a 75% first-contact-resolution by leveraging
Freshdesk to bring email, phone, and social support on a single screen.
Customer Support
Salesforce offers poor support
Typical of enterprise software vendors, Salesforce prices to maximize enterprise budget extractions by modularizing it’s product. By focusing only on the Fortune 500 behemoths, they marginalize other customers to be delegated to partners for support. Their products don’t work out of box primarily to create a business for their implementation partners.
1. Contract lock-in.
Salesforce misleads customers by tying them
into multi-year contracts and price increases during renewal.
2. Transactional vendor.
Burdened with a complicated platform architecture, you are delegated to 3rd party consultants for setup & customization.
Freshdesk Omnichannel - Best Partner to Work with
1. Scalable platform with enterprise-grade security
We
power 3 million conversations/day in 30+ languages across 150 countries.
Freshdesk’s platform features security & compliance certifications including
PCI DSS, ISO, SOC II, GDPR, HIPAA. With 500+ apps and open APIs, Freshdesk is
customizable to match your unique requirements.
2. Support at every step to make you successful
To
us, customers are more than just business transactions and partnership is
beyond our product. From onboarding services to dedicated customer success and
enterprise-grade support, our team of experts will make you successful.
“From the outset, Freshworks set out to be a business partner and not just sell us a product – which has been a really refreshing experience.” Head of Customer Experience, Rightmove
3. You’re in good company
Over 150,000 businesses worldwide trust Freshdesk for their contact-center platform, including those that have switched from Salesforce Service Cloud.
