Running a business in a competitive market is not easy. There are numerous challenges that a business needs to deal with. Today, one of the biggest challenges remains customer satisfaction. There is this subscription business model where all business tactics are customer-centric because the focus is customer retention more than the acquisition of the customer. However, the businesses that do not work on the subscription business model have realized the importance of customer satisfaction. A satisfied customer base means more positive reviews on social media platforms. Also, the same customer base becomes your brand ambassador and you do not need to spend heavily on marketing. So, customer care and satisfaction are the focus for all businesses.
There is automated software that makes it easier for businesses to operate in a way that customer satisfaction maximizes. Here in this article, we are going to discuss two of these platforms—Freshdesk vs Salesforce.
Freshdesk vs Salesforce
As businesses seek the ideal customer management solution, a detailed feature comparison between Freshdesk and Salesforce becomes paramount. This section will provide a side-by-side analysis of the key features each platform offers, offering a comprehensive understanding of their capabilities and limitations.
1. Ticket Management
The strong ticketing system that Freshdesk has is one of its main strengths. It is excellent at managing and organising customer questions, allowing support staff to easily track, prioritise, and address problems. It’s a fantastic option for companies that place a high priority on customer support because of its user-friendly design and automation tools, which facilitate flawless ticket management.
In contrast, Salesforce provides a wider selection of capabilities, including lead and opportunity management, in addition to ticketing. Salesforce’s greater range may be useful for firms that want a more comprehensive set of CRM operations, even though its ticketing skills are strong.
2. Automation Capabilities
Freshdesk uses automation to speed up the support workflow process. In order to reduce manual intervention and speed up response times, it enables firms to build up rules and triggers that automatically route tickets to the right teams. This has the potential to greatly improve productivity, particularly for small and medium-sized firms.
Businesses may automate sales processes, marketing initiatives, and customer support interactions thanks to Salesforce’s extensive range of automation technologies. It is therefore a good fit for businesses looking for end-to-end automation capabilities.
3. Multichannel Support
The flexibility of Freshdesk to manage client enquiries from numerous channels, such as email, phone, chat, social media, and web forms, sets it apart from the competition. Enhancing the entire customer experience, it offers a centralised platform for handling interactions from many sources.
The Service Cloud module from Salesforce also provides multichannel support, enabling companies to interact with clients through several touchpoints. Companies who need to monitor client contacts across a range of communication channels may find this capability to be especially helpful.
4. Reporting & Analytics
Though both Freshdesk and Salesforce offer analytics and reporting features, however, Salesforce performs better than Freshdesk. The reason is that Salesforce is an extensive CRM platform. On the contrary, Freshdesk is known for its helpdesk features. Salesforce’s reporting tools can provide deep insights into sales performance, customer behaviour, and marketing campaigns.
Factors to Consider While Making a Choice between Freshdesk & Salesforce
There are numerous factors that have an effect on the performance of your business. Here, we have enlisted the factors that you must consider while making a choice between Salesforce and Freshdesk.
Scales of Operation
The size of your business is the first factor that must be considered before you make a choice. Freshdesk is a simple and easy-to-use platform. Therefore, it is an attractive option for small businesses and startups. Salesforce, with its comprehensive CRM modules, caters to businesses of all sizes, including larger enterprises with intricate sales, marketing, and customer service processes. If your business requires a broader suite of functionalities beyond customer support, Salesforce might be better suited to accommodate your scale.
Your Budget
The next most important factor that businesses must consider while they are thinking about Freshdesk vs Salesforce Service Cloud is the budget. Businesses that prioritize customer support and customer care, and look for affordable solutions can consider Freshdesk.
However, businesses having extensive CRM requirements should go for Salesforce. It’s essential to align your budget with the features that align most closely with your business needs.
Your Existing Tech Stack
It is very important to see and analyze the tech stack that you are currently using. There can be two options for any business. You can either shift the complete business to the next software or the platform or you can integrate your existing tech stack with the platform or the software that you intend to adopt. Both Freshdesk and Salesforce are easy-to-integrate platforms. They are flexible enough. So, it will depend on your existing system whether you need to make a complete shift or integrate.
By now, we hope that confusion regarding Freshdesk vs Salesforce will be clear. However, the optimal choice depends on your business’s individual circumstances, priorities, and aspirations. Whether you need Freshdesk or Salesforce integration and consulting services, team Techloyce waits to offer you its services.
