How Does Salesforce Service Cloud Outshine Other Alternatives?
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How Does Salesforce Service Cloud Outshine Other Alternatives?

May 10, 2023
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Table of Contents

    In this competitive world, businesses have marked customer service as a key KPI and a critical differentiator. As, customers today stay loyal to the brand that offers satisfaction and experience along with their product and service quality, and to achieve this, businesses need a robust and efficient customer service solution.

    With so many options available in the market, Salesforce Service Cloud emerges as a leading contender in this space. 

    It rises above its competitors for various reasons, such as offering versatile features and a seamless implementation process that streamlines customer interactions, improves response time, and enhances the overall customer experience. 

    In this blog, you will get to know how it outshines other alternatives in the market. 

    Let’s get started.

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    How Salesforce Service Cloud Is Better Than Its Alternatives? 

    Here we have outlined the alternative to Salesforce Service Cloud and what makes Service Cloud superior to them:

    1. Zoho Desk vs Salesforce Services Cloud

    Zoho Desk vs Salesforce Services Cloud light
    Zoho Desk vs Salesforce Services Cloud dark

    Zoho Desk is a customer services platform that is geared towards the customer’s long-term, more sustainable, and happier experience with their customers. It helps businesses stay in the loop with their customers to learn about their needs and consistently deliver value to them. 

    It is used by more than 100,000 businesses worldwide, including Fortune 500 brands like Zomato, Godrej, Mahindra Rise, McAfee, and so on. 
    Here is a detailed overview of Zoho Desk, so you can easily compare them to find the right choice for your business:

    PricingStandard Plan:  $9.48/user/month
    Professional Plan: $16.59/user/month
    Enterprise: $28.44/user/month
    Core FeaturesSmooth integrations
    Faster deployment
    Omnichannel support
    Self Service
    Business Automation
    CustomizationAnalytics

    Comparison: 

    The debate of Zoho vs Salesforce has been ongoing for quite some time. Zoho Desk seems to be an effective choice for businesses due to its low prices. Its pricing starts at $9.48/user/month, while Service Cloud pricing starts at $25/user/month. However, when it comes to features, Service Cloud emerges as a far better choice than Zoho Desk. It is a more robust and secure platform, making it the preferred choice for the business that puts security above pricing. 

    Also, Service Cloud was launched in 2009, whereas Zoho Desk was launched in 2016. This makes Service Cloud a more mature choice over Zoho Desk. 

    Furthermore, Service Cloud offers an integrated platform for customer service, sales, and marketing. It also offers in-built analytics to track customer interaction, assign tasks to agents, and gain comprehensive insights into customer behavior. On the other side, Zoho Desk is more limited in its capabilities and doesn’t offer an integrated platform for customer services, sales, and marketing. 

    2. Zendesk vs Salesforce Service Cloud

    Zendesk vs Salesforce Service Cloud light
    Zendesk vs Salesforce Service Cloud dark

    Zendesk is customer service software that helps businesses meet their business needs. It is used by some of the world’s most renowned businesses like Uber, Showpo, REAGroup, CottonON, and more. Zendesk offers its support across multiple industries and 30+ languages.

    Here is a detailed overview of Zendesk to help you make an informed decision between Zendesk vs Service Cloud:

    PricingSuite Team: US$55/user/month
    Suite Growth: US$89/user/month
    Suite Professional: US$115/user/month
    Suite Enterprise: US$169/user/month
    Customized Plan: Contact the Sales Team
    Core FeaturesTicket management system
    Workflow automation 
    Unified agent workshop
    1000+ apps and integrations 
    Automation and workflow rules 
    Self-service customer portal
    Multilingual support
    Customizable ticket layouts 

    Comparison: 

    Among Zendesk vs Salesforce Service Cloud, Service Cloud emerges as the cost-effective option. 

    Service Cloud offers a wide range of features, such as AI-driven customer services powered with Einstein and Agentforce, customer services analytics, omnichannel support, self-service portals, and more. Zendesk also offers many helpful services for businesses, but its pricing plan is more expensive than Service Cloud. 

    Furthermore, Service Cloud has a flexible pricing structure that can be tailored according to the needs of businesses. On the other hand, Zendesk’s pricing plans are more rigid.

    3. Freshdesk vs Salesforce Service Cloud

    Freshdesk vs Salesforce Service Cloud dark
    Freshdesk vs Salesforce Service Cloud light

    Freshdesk is a cloud-based customer service software platform that enables businesses to create and manage support services across multiple channels like phone, email, chat, social media, and more. 

    Let’s have a brief overview of the Freshdesk pricing and core features to learn how it fares against Service Cloud;

    PricingGrowth: $15/user/month
    Pro: $49/user/month
    Enterprise: $79/user/month
    Core FeaturesTicket management across email and social
    Ticket trend report
    Team collaboration
    Analytics and Reporting
    Ticket dispatch
    Knowledge base 

    Comparison: 

    Salesforce Service Cloud offers a broader feature set than Freshdesk with a number of distinguished features such as AI-driven advanced analytics & reporting, automation, service console, and more. These AI capabilities empower the support team to offer personalized support and swift resolution of customer issues. Moreover, it offers 7 languages support, and Freshdesk has 5 languages support, which might restrict some users in communicating.  

    Furthermore, Service Cloud can also be integrated with other Salesforce products, which makes it a better choice than Freshdesk for businesses. 

    4. Sugar Serve vs Salesforce Service Cloud

    Sugar Serve vs Salesforce Service Cloud light
    Sugar Serve vs Salesforce Service Cloud dark

    Sugar Serve is a SaaS (software as a service) software tool that promises to deliver a high-definition customer experience for the business. The platform employs a SugarExchange API and a public API to ensure easy integration with third-party services.

    Let’s have a conversation about the pricing and core features of Sugar Serve to help you decide between Sugar Serve vs Salesforce Service Cloud:

    PricingMarket: Starting at $1000 per month
    Sell: $19/user/month
    Serve: $80/user/month
    Enterprise: $85/user/month
    Core FeaturesComprehensive automation capabilities
    Account-based marketing
    Email marketing
    Event management

    Comparison: 

    Salesforce Service Cloud deployed businesses of all scales with the tools needed to offer a personalized customer experience. 

    On the other hand, Sugar Serve is a basic customer relationship management software that lacks several features available in the service cloud, such as an intelligent customer service bot. It makes Sugar Serve a less ideal choice for businesses looking for a comprehensive solution to streamline their business processes.

    5. Oracle Service Cloud vs Salesforce Service Cloud

    Oracle Services Cloud is another alternative to Salesforce Service Cloud. It is built to help businesses enhance their customer experience across all channels. 

    Being a part of Oracle’s best-in-class connected CX cloud suite, it powers global brands like Bosch, Radius Bank, Crestron, and many more. 

    Let’s learn about the pricing and core features of the Oracle Service Cloud to learn how strong it stands against Service Cloud:

    PricingThe price of Oracle Service Cloud is determined on a subscription basis. Depending on the services and features, your opted prices will be calculated. 
    Core FeaturesSelf-service portals Automation of common customer service requests
    Agent-assistance-based services Field services

    Comparison: 

    Salesforce Service Cloud employs a more intuitive, modern, and user-friendly interface when compared with Oracle Services. 

    It has a transparent pricing structure and offers greater flexibility & scalability in terms of customization options. All these factors draw the clear benefits of choosing the service cloud over the Oracle Service. 

    6. ServiceNow vs Salesforce Service Cloud

    ServiceNow vs Salesforce Service Cloud dark
    ServiceNow vs Salesforce Service Cloud light

    ServiceNow Customer Service Management is a product by ServiceNow that helps businesses manage customer service. It deals majorly with building customer loyalty. A single chain of communication makes it possible to handle complex requests from customers, customer service representatives, operations personnel, and other office teams. ServiceNow is trusted globally by more than 5,400 enterprises, such as Deloitte, RICOH, Ice, and others. 

    Here we have provided the pricing and list of ServiceNow core features to help you decide which option to choose:

    PricingServiceNow CRM doesn’t offer fixed pricing. You can request custom quotes on the basis of your business requirements. 
    Core FeaturesUnified inbox Self-service portals
    Knowledge management
    Field service management
    Real-time analysis of processes Automated work routing
    Virtual agents Extensive customer project management
    Now Assist for CSM

    Comparison: 

    In the Salesforce vs ServiceNow race, both solutions are highly powerful when it comes to accelerating customer service for your business. 

    Salesforce Service Cloud provides customer service agents with a unified view of the customer’s data to help them resolve customer issues more efficiently. On the other hand, ServiceNow is more focused on making the internal business processes simpler and creating new ones. Your teams had to leverage other solutions to get new ideas to boost customer service. Also, it might lack the functionality of offering personalized recommendations that SFSC offers. 

    This makes ServiceNow a less effective choice when it comes to choosing a CRM for customer services. 

    7. Microsoft Dynamics 365 Customer Service vs Salesforce Service Cloud

     Microsoft Dynamics 365 Customer Service vs Salesforce Service Cloud light
    Microsoft Dynamics 365 Customer Service vs Salesforce Service Cloud dark

    Microsoft Dynamics 365 Customer service is a SaaS product part of Microsoft’s interconnected Dynamics 365 chain. It boasts of extending a large and strong user community to its customers, along with an efficient product roadmap and future vision. It allows quick functioning and innovation even for users with a limited technical background. Having a section as Citizen Developer makes its adaptability easy for users in companies as they don’t have to learn a different language; all they need is to be thorough with the clicks and pivots required for the functioning and planning of the Dynamics 365 Customer Service platform.

    Let’s learn how Microsoft Dynamics 365 Customer Service compares with Service Cloud:

    PricingDynamics 365 Customer Service Professional:  $50 per user/month
    Dynamics 365 Customer Service Enterprise:  $105 per user/month
    Dynamics 365 Customer Service Premium: $195 per user/month
    Core FeaturesUnified Service Desk
    Case management
    Knowledge management
    Context-driven suggestions
    Microsoft 365 integration
    Unified routing
    Embedded intelligence

    Comparison: 

    Among Microsoft Dynamics 365 Customer Service vs Salesforce Service Cloud, SFSC offers a more cost-effective option. 

    With an essential plan starting at $25/user/month, it offers customer service agents access to improved customer insights and AI-driven capabilities to reimagine the customer experience. With its powerful capabilities and intuitive user interface, Service Cloud is an ideal choice for businesses over Microsoft Dynamics 365. 

    8. SAP CRM vs Salesforce Service Cloud

    SAP CRM vs Salesforce Service Cloud dark
    SAP CRM vs Salesforce Service Cloud light

    SAP is enterprise-grade CRM software that helps businesses deliver frictionless customer experience by connecting commerce, marketing, sales, and service data together. 

    Some of the world’s leading businesses, such as Changi, Briscoes, Yamaha, Galagher, and more, are relying on SAP CRM software to deliver a great customer experience.

    Let’s develop a broader understanding of SAP CRM to determine if it is the right choice over Service Cloud:

    PricingThe pricing depends on the type of license you have purchased. For the same, you can contact SAP’s sales team. 
    Core FeaturesAnalytics tools
    Marketing automation
    Customer service tools
    Behavioral tracking

    Comparison: 

    SAP CRM offers a wide range of features to help businesses build exceptional customer service for them. However, it is far behind Service Cloud when it comes to a comprehensive suite of tools. With automation capabilities and deep actionable customer insights, it puts support agents close to customers. Furthermore, Service Cloud offers a more intuitive user experience, making it an ideal choice for businesses over SAP CRM. 

    Final Take

    With so many options available in the market, SFSC stands as the number one CRM for service. Offering the most powerful solutions for businesses looking to build customer experience. It has remarkable capabilities to outshine all its alternatives. As we discussed previously, with different pricing models and versatile feature offerings, the platform emerges as the right choice, starting from small businesses to large enterprises.

    Do you wish to captivate the capabilities of Service Cloud that allow your support team to more precisely address customer needs? Partner with a reliable and renowned Salesforce consulting firm like Cyntexa. With a team of more than 400 Salesforce professionals, it stands with a business like yours to give you a competitive edge to sustain and grow in the market. They offer tailored Salesforce CRM implementation services and build a solution that suits the best for your business.  

    salesforce service cloud implementation guide pdf

    Frequently Asked Questions

    The selection of a Salesforce development partner plays an important role in the success of your Salesforce Service Cloud implementation project. The best practice is to choose a partner with previous experience in the Salesforce platform. Pay attention to the portfolio of the partner to ensure they worked on the Salesforce Service Cloud implementation project earlier.

    Salesforce Cloud is used by the world’s leading brands like L&T Realty, NMIMS University, Junglee Games, RedBus, and so on to deliver next-gen hyper-personalization customer experience.

    Salesforce Service Cloud is focused on assisting the customer service team in resolving customer issues. While on the other hand, Sales Cloud is focused on automating sales processes and increasing efficiency.

    The Salesforce Service Cloud implementation guide consists of several complex processes and requires strong technical expertise to accomplish those steps successfully. For a better understanding of the Salesforce Service Cloud implementation process, we would advise you to connect with a Salesforce consultant. They will assess your business requirements and provide you with a strong understanding of the implementation process.

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