Cheetah Digital Customer Engagement Suite (discontinued) vs. Salesforce Service Cloud

I think that Cheetah is specifically well suited for personalized, relevant messaging to customers. They help provide tools to give users the ability to create campaigns that will generate positive interpretations and help move your business forward.

Incentivized

This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.

Incentivized

• It offers social media tracking, which is a big competitive advantage against its rivals.
• Email targeting options are better than MailChimp.
• Good price.

Incentivized

• Allows us to make changes quickly and with relative ease
• Can be flexible enough to use among several teams who do very different work
• Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system

Incentivized

• I would love more ability to create programmatic campaigns that follow customers on a lifecycle.
• Continue to improve the user interface to make all features more usable to their users.

Incentivized

• Incredibly complex to set up and configure.
• Multiple points of potential failure.
• Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
• Front-facing community is extremely difficult to configure and comes with many limitations.
• No help is provided by Salesforce without expensive Premiere Support plans.
• Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.

Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.

I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.

Incentivized

Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.

Incentivized

There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.

Incentivized

Cheetah has never been known for its customer service and the few times I had to contact the answers I got were either incomplete or not really useful for the problem I was having at the moment. I think there is a lot of room for improvement in this aspect.

Incentivized

It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.

Incentivized

We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes

Incentivized

They are very comparable to each other. Cheetah is a little more user-friendly and the customer service is much better, but Responsys had more features that I liked to use.

Incentivized

Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions

• It has raised costs due to its price, reducing ROI.
• However, we have gotten good results and great CPAs with them, improving margins.
• It has allowed us to be faster on testing, improving ROI in the long term.

Incentivized

• Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
• The larger the implementation programme the better the licensing arrangements
• Free developer toolkit for proof of concepts or showcasing features
• Limited to annual subscription model

Incentivized