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

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cheetah Digital Customer Engagement Suite (discontinued)
Score 8.0 out of 10
N/A
The Cheetah Digital Marketing Suite (formerly the Experian Marketing Suite) provided cross-channel campaign management as well as real-time offers, messaging, and engaging interactions. The product is discontinued, and is no longer available.N/A
Salesforce Service Cloud
Score 8.6 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
Cheetah Digital Customer Engagement Suite (discontinued)Salesforce Service Cloud
Editions & Modules
No answers on this topic
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
Cheetah Digital Customer Engagement Suite (discontinued)Salesforce Service Cloud
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Community Pulse
Cheetah Digital Customer Engagement Suite (discontinued)Salesforce Service Cloud
Top Pros
Top Cons
Features
Cheetah Digital Customer Engagement Suite (discontinued)Salesforce Service Cloud
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cheetah Digital Customer Engagement Suite (discontinued)
-
Ratings
Salesforce Service Cloud
8.5
63 Ratings
6% above category average
Organize and prioritize service tickets00 Ratings8.661 Ratings
Expert directory00 Ratings8.443 Ratings
Subscription-based notifications00 Ratings9.051 Ratings
ITSM collaboration and documentation00 Ratings8.047 Ratings
Ticket creation and submission00 Ratings8.961 Ratings
Ticket response00 Ratings8.360 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Cheetah Digital Customer Engagement Suite (discontinued)
-
Ratings
Salesforce Service Cloud
8.8
59 Ratings
11% above category average
External knowledge base00 Ratings8.852 Ratings
Internal knowledge base00 Ratings8.757 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Cheetah Digital Customer Engagement Suite (discontinued)
-
Ratings
Salesforce Service Cloud
8.8
63 Ratings
11% above category average
Customer portal00 Ratings8.843 Ratings
IVR00 Ratings8.628 Ratings
Social integration00 Ratings8.137 Ratings
Email support00 Ratings9.362 Ratings
Help Desk CRM integration00 Ratings9.254 Ratings
Best Alternatives
Cheetah Digital Customer Engagement Suite (discontinued)Salesforce Service Cloud
Small Businesses
Mautic
Mautic
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
The Trade Desk
The Trade Desk
Score 7.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Criteo Commerce Growth
Criteo Commerce Growth
Score 8.8 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cheetah Digital Customer Engagement Suite (discontinued)Salesforce Service Cloud
Likelihood to Recommend
7.1
(2 ratings)
8.8
(69 ratings)
Likelihood to Renew
-
(0 ratings)
9.6
(4 ratings)
Usability
-
(0 ratings)
8.5
(11 ratings)
Availability
-
(0 ratings)
9.0
(13 ratings)
Performance
-
(0 ratings)
8.6
(7 ratings)
Support Rating
6.8
(2 ratings)
7.6
(19 ratings)
Online Training
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
Cheetah Digital Customer Engagement Suite (discontinued)Salesforce Service Cloud
Likelihood to Recommend
Discontinued Products
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.
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Salesforce
Salesforce Service Cloud is well suited for customer support teams who work many different channels - emails that come in from customers, support cases customers might submit on your site, or chatbot if you have this enabled in Experience Cloud. It provides options for approvals and tracking of SLAs which is especially helpful for larger customer service teams. It may not be suited for teams where a lot of their work comes from external systems or outside sources if you have a small technical team or a limited budget, since it would involve setting up a lot of integrations.
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Pros
Discontinued Products
  • It offers social media tracking, which is a big competitive advantage against its rivals.
  • Email targeting options are better than MailChimp.
  • Good price.
Read full review
Salesforce
  • Super fast set-up of the service from design through to production.
  • Robust method of release management from sandbox, to test, to production.
  • User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
  • Simple api integrations with other third party systems
  • Broad range of features and functionality
  • Einstein search features provides faster information mining for our agents as they help to resolve customer requests.
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Cons
Discontinued Products
  • 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.
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Salesforce
  • 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.
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Likelihood to Renew
Discontinued Products
No answers on this topic
Salesforce
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.
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Usability
Discontinued Products
No answers on this topic
Salesforce
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.
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Reliability and Availability
Discontinued Products
No answers on this topic
Salesforce
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.
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Performance
Discontinued Products
No answers on this topic
Salesforce
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.
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Support Rating
Discontinued Products
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.
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Salesforce
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.
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Alternatives Considered
Discontinued Products
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.
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Salesforce
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
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Return on Investment
Discontinued Products
  • 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.
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Salesforce
  • It been a great investment because it allow us to be more efficient with our time when review customer information
  • The search functionality is a little slow and can be frustrating for users
  • Others within the organization can review customer note that colleagues have entered and allows everyone to get up to speed quickly
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ScreenShots

Cheetah Digital Customer Engagement Suite (discontinued) Screenshots

Screenshot of Enable marketers to deliver personalized experiences, cross-channel messaging, and loyalty strategies.

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center