Sales Service Cloud - Top 4 Alternatives (Jun 2022)

Shlomi Lavi / updated: Jun 23, 2022

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Some of the main competitors for Sales Service Cloud are Zendesk and Freshdesk.

Zendesk provides a cloud based customer support application which can handle communication through a variety of channels. The product can be customized to meet the support process flows and there is an App repository with add-on tools to provide extended functionality to the product. Along with traditional ticketing management there are community forums & a knowledge base for customer self service, as well as analytics for measuring support performance against industry benchmarks.

Sales Service Cloud on the other hand provides a social collaboration platform through which agents can exchange information and escalate issues to improve performance. Additionally the product supports mobile device access for customers with live video support for critical issues, with a suggested solutions features that allows agents to provide quick solutions to common problems.

Then there is Freshdesk which provides a similar cloud based solution but with gamification options in order to incentivize support agents to provide better customer service. The product also supports paid customer support with time tracking for problem resolution so that billable hours can be invoiced to customers. There are also service level agreements to govern performance standards as well as an API to integrate to other applications.

In comparison Sales Service Cloud also provides similar features, but includes forecasting options to try and better manage support response time & agent allocation. Additionally the product supports an offline basic operations mode when the internet is not available, with an automatic syncing with the cloud application once connections are restored.