Freshdesk vs Salesforce Service Cloud
Last updated: July 22, 2017
Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one. Freshdesk free open-source alternatives are osTicket, OTRS, Mantis.
With the Service Cloud you can meet customers wherever they are—including social networks such as Facebook and Twitter. Your agents also benefit from employee social networks that help them work together like never before. And because you get all the features a social contact center needs, your customers experience amazing service on any channel.
Latest news about Freshdesk and Salesforce Service Cloud:
22.07.17. Freshdesk acquires chatbot startup Joe Hukum. Help desk service Freshdesk has acquired Joe Hukum, a startup out of India that offers a platform for businesses to build their own chatbots. Joe Hukum, formerly known as Speedy, was originally focused more on building its own personal assistant / concierge app to help people order goods and services before pivoting to present the service as a platform for building bots for other businesses. Joe Hukum’s knowledge tree coding has been built to automates sales, service and support workflows, and so the team from the startup will be building bots on top of existing Freshworks products to help it stand out over alternative services. The deal underscores the continuing interest in chatbots that we’re seeing from the world of customer support: companies are looking for more efficient and less expensive ways to provide basic information and help to their customers, and many have their sights set on chatbots as a viable solution, notwithstanding that a lot of what is being built right now still in its very early stages.
04.01.17. Freshdesk acquired data integration startup Pipemonk. Freskdesk has acquired Banglaore-based startup Pipemonk that helps companies move data between cloud applications such as CRM, eCommerce, marketing and help desk services. The latter is particularly important to Freshdesk, whose primary products include customer service and help desk offerings. Pipemonk gives Freshdesk more than simply a generic way to automate the flow of data between services. It will have practical application in-house, helping pull together the half dozen services, Freshdesk has acquired in a mini shopping binge over the last 16 months.
14.12.16. Salesforce adds messaging to Service Cloud. Salesforce launched LiveMessage, a tool that helps customer service reps manage messaging traffic just like any customer interactions in Service Cloud. It supports SMS/MMS and Facebook Messenger, but over the next year the company expects to add support for other message apps, as well. This new functionality is built with technology that came from the HeyWire acquisition in September. All of the message traffic, regardless of the tool, appears in a tabbed view in Service Cloud, just as it does with phone or web chats.
02.11.16. Customer service app Freshdesk scores $55 million. Freshdesk has got $55 million to move beyond the pure customer service app. The company is looking to aggressively expand across the entire product line, and this money gives them plenty of space to do that. While they don’t intend to build a data product like Zendesk recently announced, that doesn’t mean the company doesn’t have big plans to use the data it collects in its products to deliver smarter, more data-driven functionality. In fact, they have been working on adding more intelligence to their products in 2017, even before the new funding. Ideally, the software can assist the agent to take the most reasonable course of action to help a customer, whether that customer is external or internal.
22.03.16. Salesforce Service Cloud adds new field service product. Until now Salesforce left field service to third parties like ServiceMax. Calls have come into customer service and have been processed in Service Cloud. While there is a connection to the customer record to let sales see when the customer is having issues, there has been no direct way to connect this information to people out in the field; Salesforce wanted to close this gap. And yesterday they introduced a new field service product they have dubbed Field Service Lightning. Besides, Salesforce key competitors like Microsoft and Oracle have entered this market recently and Salesforce saw this was as a significant missing piece.
02.09.15. Salesforce released its next generation Service Cloud. Salesforce is updating its Service Cloud, which caters to customer service agents and their managers. The company released its new Service Cloud Lightning Console and a new Service Wave Analytics App with the promise it would help customer service agents do their jobs better through improved experiences and analytics. It gives service teams “deeper, more actionable insights” that could help service agents and managers optimize channels, improve agent efficiency and spot or address emerging trends. It includes KPIs like average handling time, customer satisfaction and first call resolution and connects to Service Cloud workflows and records. Analytics dashboards from Service Wave can give service agents a 360 degree view of the customer.
08.10.14. Salesforce to add video support and new interface. A week before Dreamforce, Salesforce announced some important updates. The first new feature will allow companies to provide one-way video support to their customers. The customer service person won't see customers, but will be able to interact with his screen. Salesforce is also updating the CRM tool and giving it a more modern interface with new tools including tools not just for monitoring the sale, but for administration, and for those who require it, stepping them through the sales process. New tools include Today - a Google Now-like program that shows you all the appointments, tasks, the latest news related to your appointments that could be relevant, weather and so forth. There is also a notes tool, which lets you create a checklist with the swish of your finger.
2013. Salesforce and Zoho launch support chat apps. Yesterday Salesforce said: "Customers want to get support via their phones." Stop! This is how it was before. If something happened, you took your phone and called support. And then Salesforce said that people don't want to call, but want to get support online - on the provider site or in social networks. And now, we should call again? No. Salesforce means that now people want to get convenient online support, not only via computer, but also via their small phones. That is why yesterday Salesforce launched the new mobile app Service Cloud Mobile, which includes mobile chat, mobile knowledge base interface, and even mobile browsing (co-browsing). And all these features can be embedded directly into your mobile app, providing maximum convenience for customers. The chat service costs $50/month for 1 operator.
2012. Freshdesk gamifies Customer Service. Gamification has finally reached customer support space. And this is good, because tech support agents often ask themselves "Why am I doing this job?" after talking with some tough customers, and an the extra motivation (via game mechanics) can help them in such moments. One of the pioneers in helpdesk gamification is Freshdesk. They have inbuilt the classical game mechanics into their solution: it awards points based on several factors, including the amount of time it takes to close a ticket, whether an issue is resolved in one call, and customer satisfaction. Points can be tracked through internal leaderboards, and agents will be able to rise through several levels, starting with “Support Newbie” and rising to “Support Guru”. It's interesting that (already super-popular) Freshdesk was founded last year by former Zoho top manager Girish Mathrubootham (who led the development of ManageEngine). He decided to leave his comfortable place at Zoho and create the own startup after reading one brief comment under the news that Zendesk raises prices for its helpdesk-service. Here is this story.
2011. #OccupyTheEnterprise vs KLM Surprise: what will you choose?. Salesforce CEO Marc Benioff can use any news or events for his marketing purposes. In his latest speeches, Mark is talking about the well-known social movement Occupy Wall Street. As you know, this demonstration was organized mainly via the social networks, and in particular thank to the Twitter hashtag #OccupyWallStreet. "Look, what social networks can do" - says Benioff - "they can overthrow governments. And they also can easily destroy your business. Ignoring social networks - is ignoring your customers." Benioff has launched his own Twitter hashtag #OccupyTheEnterprise and scares enterprises with it. And from the other hand, he cites the example of using social networks by the Salesforce client - KLM airlines.
2011. Salesforce acquired social Helpdesk service Assistly. Salesforce seriously decided to become the leading provider of customer support solutions. Its own solution Salesforce Service Cloud is already almost flying to space, but its price is also too cosmic for small business. Therefore, in order to land SMBs, the company decided to buy (for $80 million) the one of the two most popular SaaS Helpdesk services - Assistly (the second - is Zendesk). Assistly fits perfectly into the Salesforce's new Social Enterprise concept. This service allows you to communicate with customers via Twitter, Facebook, client forum, live-chat as well as via traditional channels (email and phone). At the same time support people work in one simple interface. Also, Assistly is known for its original pricing: it's free for one helpdesk agent, and the additional agents can use the service on per-hour based model ($1/hour). So if no requests are coming to support - your company pays nothing for the helpdesk.
2011. Salesforce Service Cloud 3 allows to help customers via live chat, Facebook, Twitter and Facetime . The guys from Salesforce, that are engaged in developing Service Cloud, can't help repeating that traditional customer support systems (Call-centers + CRM / Helpdesk) - are already obsolete. They are built in expectation that a phone call is the primary communication channel that customers use to get support. But the world has changed. Customers want to solve their problems via the Internet - in Facebook, Twitter, forums. They want to talk to tech support via online chat or personal account at the company's website. They want to read what other users say about a product. They want to use video and screen-sharing, to show the problem to support engineer, rather than explain everything by phone. All these requirements are met in the new version of Service Cloud 3.
2009. Salesforce announced Service Cloud 2.0. Service Cloud - is the revolutionary customer service solution, that integrates helpdesk with social networks and tools. Today Salesforce unveils the second generation of Service Cloud with 3 new modules: Salesforce Knowledge, Salesforce Answers and Salesforce for Twitter. All them are tightly integrated with Salesforce CRM and built on top of Force.com (so they can be customized for particular company needs). Starbucks, Comcast and Dell are already using these new tools.