Compare Salesforce Service Cloud Software and FreshChat 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Small-Business (58.4% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$0.00
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,232)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansFreshChat
Star Rating
(493)4.4 out of 5
Market Segments
Small-Business (58.4% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Salesforce Service Cloud excels in overall user satisfaction, boasting a significantly higher G2 Score compared to FreshChat. Users appreciate its flexibility, noting that it allows for customization to meet both current and future business needs.
- Users say that FreshChat stands out for its simplicity and intuitive design, making it easy to manage multiple conversations without feeling overwhelmed. This user-friendly interface is frequently highlighted by reviewers, especially for everyday customer communication.
- According to verified reviews, Salesforce Service Cloud is praised for its robust implementation process, with many users finding the onboarding experience straightforward and efficient. This contrasts with FreshChat, which, while easy to use, has fewer recent reviews indicating its implementation experience.
- Reviewers mention that Salesforce Service Cloud provides a comprehensive set of features that cater to mid-market businesses, while FreshChat is more tailored to small businesses. This distinction is important for users looking for a solution that aligns with their company size and needs.
- Users highlight the quality of support offered by both platforms, but Salesforce Service Cloud has a slight edge in terms of overall support experience. Reviewers note that the support team is responsive and knowledgeable, which is crucial for businesses that rely on timely assistance.
- G2 reviewers indicate that while FreshChat offers a free entry-level price, Salesforce Service Cloud's pricing starts at $25.00, which some users feel is justified by the extensive features and capabilities it provides, particularly for larger organizations looking for a more comprehensive solution.
Pricing
Entry-Level Pricing
Agentforce Service (formerly Salesforce Service Cloud)
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
FreshChat
Free Trial is available
Ratings
Meets Requirements
8.6
2,803
8.7
401
Ease of Use
8.4
5,391
9.1
403
Ease of Setup
7.9
4,146
8.8
257
Ease of Admin
8.2
1,536
9.0
244
Quality of Support
8.3
2,578
8.8
395
Has the product been a good partner in doing business?
8.7
1,517
8.8
240
Product Direction (% positive)
8.3
2,757
9.0
403
Features by Category
Ticket and Case Management
8.5
1213
|
Verified
Not enough data
8.4
1208
|
Verified
Not enough data
8.3
1252
|
Verified
Not enough data
8.3
1163
|
Verified
Not enough data
8.1
985
Not enough data
7.9
1171
|
Verified
Not enough data
8.3
1153
|
Verified
Not enough data
8.5
1049
|
Verified
Not enough data
Generative AI
7.7
180
Not enough data
7.6
179
Not enough data
Agentic AI - Help Desk
8.3
60
Not enough data
8.4
58
Not enough data
8.3
61
Not enough data
Communication Channels
8.4
1024
|
Verified
Not enough data
8.6
1211
|
Verified
Not enough data
8.1
854
Not enough data
8.0
810
|
Verified
Not enough data
8.1
769
Not enough data
Platform
7.8
555
|
Verified
Not enough data
8.3
819
|
Verified
8.5
273
|
Verified
8.6
695
|
Verified
Not enough data
8.3
621
|
Verified
Not enough data
8.2
1150
|
Verified
Not enough data
8.2
1168
|
Verified
Not enough data
Messenger
Not enough data
8.9
43
|
Verified
Not enough data
8.4
45
|
Verified
Not enough data
9.4
48
|
Verified
Not enough data
9.1
48
|
Verified
Channels
Not enough data
8.7
38
|
Verified
Not enough data
9.0
45
|
Verified
Not enough data
8.8
32
Not enough data
9.0
32
|
Verified
Not enough data
8.9
37
|
Verified
Customers
Not enough data
9.0
41
|
Verified
Not enough data
8.8
43
|
Verified
Not enough data
8.6
44
|
Verified
Not enough data
8.9
38
|
Verified
Not enough data
8.9
38
|
Verified
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
8.8
229
Not enough data
8.8
228
Not enough data
8.7
225
Not enough data
Knowledge Management
8.8
220
Not enough data
8.6
212
Not enough data
8.5
210
Not enough data
Compliance
8.7
228
Not enough data
8.7
225
Not enough data
8.6
225
Not enough data
8.6
222
Not enough data
Customer Support
8.1
211
Not enough data
8.2
204
Not enough data
8.0
193
Not enough data
Data Security
8.6
217
Not enough data
8.7
218
Not enough data
9.0
219
Not enough data
9.1
219
Not enough data
Administration
8.6
210
Not enough data
8.9
211
Not enough data
8.9
215
Not enough data
Generative AI
7.5
149
Not enough data
Channels
8.5
122
Not enough data
8.3
119
Not enough data
7.6
118
Not enough data
Design
8.4
116
Not enough data
8.0
116
Not enough data
8.3
119
Not enough data
8.4
119
Not enough data
8.5
115
Not enough data
Generative AI
7.5
112
Not enough data
7.6
111
Not enough data
Usability
8.6
204
Not enough data
8.6
207
Not enough data
8.7
205
Not enough data
Reporting
8.7
204
Not enough data
8.3
198
Not enough data
8.6
201
Not enough data
Generative AI
7.6
179
Not enough data
7.6
180
Not enough data
Quality Assurance
8.8
70
Not enough data
8.7
67
Not enough data
8.7
69
Not enough data
Engagement
8.8
68
Not enough data
8.8
68
Not enough data
8.8
68
Not enough data
Performance
8.7
69
Not enough data
8.8
68
Not enough data
Generative AI
7.7
59
Not enough data
8.0
60
Not enough data
Channels
7.4
275
Not enough data
7.3
269
Not enough data
7.9
273
Not enough data
7.3
266
Not enough data
8.8
280
Not enough data
Generative AI
7.0
217
Not enough data
Functions
7.9
269
Not enough data
8.0
266
Not enough data
7.6
258
Not enough data
7.2
254
Not enough data
7.2
256
Not enough data
7.2
259
Not enough data
7.7
259
Not enough data
8.0
258
Not enough data
Agentic AI - Contact Center
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Not enough data
Administrative
7.9
255
Not enough data
8.5
260
Not enough data
8.5
258
Not enough data
7.7
247
Not enough data
7.7
252
Not enough data
Responses
Not enough data
8.5
103
Not enough data
8.6
104
Not enough data
8.9
102
Not enough data
8.7
99
Not enough data
8.6
83
Platform
Not enough data
9.2
105
Not enough data
8.9
100
Not enough data
8.8
100
Not enough data
8.5
99
Not enough data
8.4
78
Not enough data
9.0
93
Not enough data
8.8
94
Generative AI
Not enough data
8.4
42
Not enough data
8.6
42
Workforce Management
7.9
57
Not enough data
7.9
57
Not enough data
7.4
56
Not enough data
7.8
56
Not enough data
7.6
56
Not enough data
Administration
8.2
57
Not enough data
8.3
56
Not enough data
8.4
56
Not enough data
7.6
55
Not enough data
7.7
55
Not enough data
Conversational Platform
8.5
103
8.6
148
8.7
101
Feature Not Available
8.1
100
8.5
127
8.2
104
8.6
111
Support Automation
8.1
102
8.6
133
8.1
100
8.6
135
8.1
101
8.5
134
8.0
98
8.8
116
Generative AI
7.4
96
8.5
61
7.5
95
8.5
61
Customer Support
8.3
144
Not enough data
7.9
139
Not enough data
8.2
139
Not enough data
Automation
8.2
143
Not enough data
8.2
143
Not enough data
8.1
143
Not enough data
Artificial Intelligence
7.6
138
Not enough data
7.7
137
Not enough data
7.4
134
Not enough data
Generative AI
7.8
108
8.5
73
7.7
107
8.6
72
7.7
108
7.8
73
Communication
8.5
310
|
Verified
9.2
281
|
Verified
8.6
329
|
Verified
8.5
294
|
Verified
8.4
275
|
Verified
8.4
202
|
Verified
8.5
277
|
Verified
8.9
248
|
Verified
7.8
160
8.2
138
|
Verified
Internal Use
8.3
819
|
Verified
8.5
273
|
Verified
8.3
296
|
Verified
8.7
268
|
Verified
8.5
288
|
Verified
8.4
221
|
Verified
8.4
318
|
Verified
8.7
256
|
Verified
8.5
289
|
Verified
9.0
252
|
Verified
8.7
323
|
Verified
8.5
255
|
Verified
Generative AI
7.3
127
8.9
33
Self-Service Experience
8.6
594
8.9
92
8.3
579
8.7
93
8.3
528
8.4
80
8.0
214
8.5
67
8.4
224
8.6
69
Self-Service Platform
8.4
223
9.1
74
8.6
229
8.9
77
7.6
199
8.0
68
8.5
215
8.8
77
Agentic AI - Customer Self-Service
8.6
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
Generative AI
7.9
54
9.2(won by 1.3)
23
8.0
54
9.5(won by 1.5)
23
Process
8.6
244
9.4(won by 0.8)
43
8.6
264
9.4(won by 0.8)
48
8.3
225
9.2(won by 0.9)
42
Channels
8.8
273
9.2(won by 0.4)
50
8.4
248
9.2(won by 0.8)
53
8.5
231
9.5(won by 1.0)
53
8.6
232
9.0(won by 0.4)
43
8.6
214
9.3(won by 0.7)
44
Insight
8.6
230
9.2(won by 0.6)
41
8.8
265
8.9(won by 0.1)
49
8.5
204
9.2(won by 0.7)
46
8.7
252
9.1(won by 0.4)
48
Generative AI
8.0
80
Not enough data
7.9
81
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Agentforce Service (formerly Salesforce Service Cloud) and FreshChat are categorized as Conversational Support, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Digital Customer Service Platforms, Contact Center Quality Assurance, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Help Desk, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Service Automation
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
FreshChat
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.8%
Information Technology and Services
10.4%
Computer Software
9.8%
Consumer Services
8.0%
Financial Services
5.6%
Retail
4.8%
Other
61.4%
Alternatives
Discussions
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
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How do I set up a chat bot to respond to FAQ's automatically?
3 Comments
VS
Hey Jonathan. Can we get in touch with you directly ? We will need to train the Bots to understand the FAQs and ensure it also understands Intent and You can...Read more
Can we see the ticket details and the possibility of modification ?
2 Comments
G2
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Understand Whatsapp integration first if it is critical
1 Comment
Official Response from FreshChat
"With our Whatsapp integration businesses can
- Engage with their customers on Whatsapp
- Help customers help themselves by talking to a chatbot
- Use...Read more
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