Salesforce Service Cloud and Zoho Desk compete in the customer service sector. Salesforce Service Cloud excels with automation and integration, while Zoho Desk is preferred for its cost-effectiveness and deployment ease.
Features: Salesforce Service Cloud offers case routing, knowledge management, and integrations like Marketo. The Service Cloud Console enhances agent efficiency. Zoho Desk features ticket generation, customer tracking, and integrates with AWS Connect, offering ease of use and customization.
Room for Improvement: Salesforce Service Cloud needs better email integration with Outlook, improved pricing, and enhanced mobile stability. Zoho Desk could enhance IT service features, customize alerts, and adjust pricing in high exchange rate areas.
Ease of Deployment and Customer Service: Salesforce Service Cloud supports public and hybrid deployment with varied technical support feedback. Zoho Desk offers simple deployment across public, hybrid, and private options, with generally positive customer service, though technical support for complex needs is desired.
Pricing and ROI: Salesforce Service Cloud is expensive, ideal for larger enterprises, with users valuing its comprehensive features for ROI. Zoho Desk's cost-effective pricing suits small to medium enterprises, offering flexible structures and satisfactory ROI.
The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
Unless you have premium support, assistance is restricted.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
I would rate scalability highly because it is scalable, and there are always parts or other improvements.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
Salesforce Service Cloud should focus on simplification.
Customers who are asset-heavy prefer to stay with ServiceMax and other field service applications, so increasing asset centricity would be helpful.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
Salesforce Service Cloud is expensive.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
| Product | Market Share (%) |
|---|---|
| Salesforce Service Cloud | 10.8% |
| Zoho Desk | 3.2% |
| Other | 86.0% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 13 |
| Large Enterprise | 25 |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 2 |
| Large Enterprise | 1 |
Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
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