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At a Glance
Market Segments
Small-Business (58.9% of reviews)
Mid-Market (42.6% of reviews)
Entry-Level Pricing
$0.00
Starting at $25.00 1 User Per Month
FreshChat
Star Rating
(488)4.4 out of 5
Market Segments
Small-Business (58.9% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Browse all 4 pricing plansSalesforce Service Cloud
Star Rating
(7,166)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Salesforce Service Cloud excels in ticket and case management with features like "Ticket Collaboration" (8.2) and "SLA Management" (8.1), which help streamline workflows. In contrast, FreshChat shines in "Live Chat" (9.4) and "Customization Interface" (9.1), making it a preferred choice for businesses focused on real-time customer engagement.
- Reviewers mention that FreshChat's ease of use is a significant advantage, scoring 9.1 in "Ease of Use" compared to Salesforce's 8.4. This user-friendly interface is particularly beneficial for small businesses looking for quick implementation and minimal training.
- G2 users highlight Salesforce Service Cloud's robust "Customer Health Scores" (8.0) and "Customer Monitoring" (8.3) features, which provide valuable insights into customer engagement. However, FreshChat's "AI" capabilities (8.4) and "Generative AI" features (with scores up to 9.5) are noted for enhancing customer interactions through automation and personalization.
- Users on G2 report that Salesforce Service Cloud's "Quality of Support" (8.3) is commendable, but FreshChat's support features, including "Self-Serve Support" (8.8) and "Intelligent Routing" (8.5), are praised for their efficiency in resolving customer queries quickly.
- Reviewers say that Salesforce Service Cloud's "Performance Analysis" (8.2) and "Dashboards" (8.3) provide comprehensive reporting tools, which are essential for larger organizations. In contrast, FreshChat's "Reporting" (9.0) and "Visitor Activity" (9.3) features are highlighted for their effectiveness in tracking user engagement and optimizing marketing strategies.
- Users report that while Salesforce Service Cloud is tailored for mid-market businesses with a focus on extensive features, FreshChat's entry-level pricing at $0.00 and its strong performance in "Social Media" (8.7) and "Website" (9.0) channels make it an attractive option for small businesses looking to enhance their customer communication without a hefty investment.
Pricing
Entry-Level Pricing
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
FreshChat
Free Trial is available
Salesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.7
397
8.6
2,754
Ease of Use
9.1
399
8.4
5,329
Ease of Setup
8.8
253
7.9
4,088
Ease of Admin
9.0
243
8.2
1,524
Quality of Support
8.8
391
8.3
2,535
Has the product been a good partner in doing business?
8.8
239
8.7
1,505
Product Direction (% positive)
9.0
399
8.2
2,715
Features by Category
Ticket and Case Management
Not enough data
8.5
1201
|
Verified
Not enough data
8.4
1199
|
Verified
Not enough data
8.3
1228
|
Verified
Not enough data
8.3
1151
|
Verified
Not enough data
8.1
977
Not enough data
7.9
1165
|
Verified
Not enough data
8.3
1147
|
Verified
Not enough data
8.5
1025
|
Verified
Generative AI
Not enough data
7.6
175
Not enough data
7.6
174
Agentic AI - Help Desk
Not enough data
8.0
50
Not enough data
8.2
52
Not enough data
8.1
52
Communication Channels
Not enough data
8.4
1018
|
Verified
Not enough data
8.6
1202
|
Verified
Not enough data
8.1
843
Not enough data
8.0
803
|
Verified
Not enough data
8.0
763
Platform
Not enough data
7.8
552
|
Verified
8.5
273
|
Verified
8.3
816
|
Verified
Not enough data
8.6
691
|
Verified
Not enough data
8.3
608
|
Verified
Not enough data
8.2
1143
|
Verified
Not enough data
8.2
1162
|
Verified
Customer Information
Not enough data
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Predictions
Not enough data
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Platform
Not enough data
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Generative AI
Not enough data
7.3
169
Not enough data
7.3
167
Agentic AI - Customer Success
Not enough data
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Messenger
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
Not enough data
Channels
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
Not enough data
Customers
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
Not enough data
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
Not enough data
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Knowledge Management
Not enough data
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Compliance
Not enough data
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Customer Support
Not enough data
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Data Security
Not enough data
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Administration
Not enough data
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Generative AI
Not enough data
7.5
147
Channels
Not enough data
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Design
Not enough data
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Generative AI
Not enough data
7.4
110
Not enough data
7.5
109
Usability
Not enough data
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Reporting
Not enough data
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Generative AI
Not enough data
7.6
178
Not enough data
7.6
179
Quality Assurance
Not enough data
8.7
68
Not enough data
8.7
65
Not enough data
8.7
67
Engagement
Not enough data
8.8
66
Not enough data
8.8
66
Not enough data
8.7
66
Performance
Not enough data
8.6
66
Not enough data
8.8
66
Generative AI
Not enough data
7.7
57
Not enough data
7.9
58
Channels
Not enough data
7.4
274
Not enough data
7.3
268
Not enough data
7.9
272
Not enough data
7.3
265
Not enough data
8.7
279
Generative AI
Not enough data
7.0
216
Functions
Not enough data
7.9
268
Not enough data
8.0
265
Not enough data
7.6
257
Not enough data
7.2
253
Not enough data
7.2
255
Not enough data
7.2
258
Not enough data
7.7
258
Not enough data
8.0
257
Agentic AI - Contact Center
Not enough data
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Administrative
Not enough data
7.9
254
Not enough data
8.5
259
Not enough data
8.5
257
Not enough data
7.7
246
Not enough data
7.6
251
Responses
8.5
102
Not enough data
8.6
104
Not enough data
8.9
102
Not enough data
8.7
99
Not enough data
8.6
83
Not enough data
Platform
9.2
105
Not enough data
8.9
99
Not enough data
8.8
100
Not enough data
8.5
98
Not enough data
8.4
78
Not enough data
9.0
93
Not enough data
8.8
94
Not enough data
Generative AI
8.4
42
Not enough data
8.6
42
Not enough data
Workforce Management
Not enough data
7.9
56
Not enough data
7.9
56
Not enough data
7.4
55
Not enough data
7.8
55
Not enough data
7.6
55
Administration
Not enough data
8.2
56
Not enough data
8.3
55
Not enough data
8.4
55
Not enough data
7.6
54
Not enough data
7.7
54
Conversational Platform
8.6
148
8.5
101
Feature Not Available
8.6
99
8.5
127
8.0
98
8.6
111
8.2
101
Support Automation
8.6
133
8.1
99
8.6
135
8.1
98
8.5
134
8.0
99
8.8
116
7.9
96
Generative AI
8.5
61
7.4
94
8.5
61
7.4
93
Customer Support
Not enough data
8.3
142
Not enough data
7.9
137
Not enough data
8.2
137
Automation
Not enough data
8.2
140
Not enough data
8.2
141
Not enough data
8.1
140
Artificial Intelligence
Not enough data
7.6
135
Not enough data
7.6
135
Not enough data
7.3
132
Generative AI
8.5
73
7.7
107
8.6
72
7.7
106
7.8
73
7.7
107
Communication
9.2
279
|
Verified
8.5
309
|
Verified
8.5
292
|
Verified
8.6
328
|
Verified
8.4
202
|
Verified
8.4
274
|
Verified
8.9
247
|
Verified
8.5
276
|
Verified
8.2
138
|
Verified
7.8
159
Internal Use
8.5
273
|
Verified
8.3
816
|
Verified
8.7
268
|
Verified
8.3
295
|
Verified
8.4
221
|
Verified
8.5
287
|
Verified
8.7
256
|
Verified
8.4
317
|
Verified
9.0
248
|
Verified
8.5
288
|
Verified
8.5
253
|
Verified
8.7
321
|
Verified
Generative AI
8.9
33
7.2
126
Self-Service Experience
8.9
92
8.6
591
8.7
93
8.3
578
8.4
80
8.3
527
8.5
67
7.9
213
8.6
69
8.4
223
Self-Service Platform
9.1
74
8.4
222
8.9
77
8.6
227
8.0
68
7.6
198
8.8
77
8.5
214
Agentic AI - Customer Self-Service
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
8.6
6
Generative AI
9.2(won by 1.3)
23
7.9
52
9.5(won by 1.6)
23
7.9
52
Process
9.4(won by 0.8)
43
8.6
242
9.4(won by 0.8)
48
8.6
262
9.2(won by 0.9)
42
8.3
223
Channels
9.2(won by 0.4)
50
8.8
271
9.2(won by 0.8)
53
8.4
246
9.5(won by 1.0)
53
8.5
229
9.0(won by 0.4)
43
8.6
230
9.3(won by 0.7)
44
8.6
212
Insight
9.2(won by 0.6)
41
8.6
228
8.9(won by 0.1)
49
8.8
263
9.2(won by 0.7)
46
8.5
202
9.1(won by 0.4)
48
8.7
250
Generative AI
Not enough data
8.0
79
Not enough data
7.9
80
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
Categories
Categories
Shared Categories
FreshChat and Salesforce Service Cloud are categorized as Conversational Support, Live Chat, Customer Self-Service, and Social Customer Service
Unique Categories
FreshChat is categorized as Conversational Marketing and Chatbots
Salesforce Service Cloud is categorized as Customer Service Automation, Digital Customer Service Platforms, Contact Center Quality Assurance, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Customer Success, Help Desk, Contact Center Workforce, Enterprise Feedback Management, and Contact Center
Reviews
Reviewers' Company Size
FreshChat
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
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
10.3%
Computer Software
9.8%
Consumer Services
8.1%
Financial Services
5.7%
Retail
4.8%
Other
61.3%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.7%
Alternatives
Discussions
How do I set up a chat bot to respond to FAQ's automatically?
3 Comments
Official Response from FreshChat
We have no code easy to use bot builders to help you set up powerful chatbots. You can refer to these solution articles to help you build one. You can also...Read more
Can we see the ticket details and the possibility of modification ?
2 Comments
Official Response from FreshChat
No, you can't modify ticker details from FreshchatRead more
What are the advanced Whatsapp integration features that we can use besides incoming chats?
1 Comment
Official Response from FreshChat
You can also run proactive campaigns using WhatsApp. Please refer to this link for more details- https://bit.ly/3vCWmBVRead more
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?
2 Comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
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