What users are saying about
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Top Rated
351 Ratings
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Top Rated
127 Ratings

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100

SAP Commerce Cloud

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Top Rated
127 Ratings
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Score 8.1 out of 100

Feature Set Ratings

    Incident and problem management

    8.4

    Freshdesk

    84%

    SAP Commerce Cloud

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.7
    87%
    60 Ratings
    N/A
    0 Ratings

    Expert directory

    7.8
    78%
    43 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.4
    84%
    3 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.6
    76%
    4 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    8.9
    89%
    61 Ratings
    N/A
    0 Ratings

    Ticket response

    8.8
    88%
    61 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.1

    Freshdesk

    81%

    SAP Commerce Cloud

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 2/2 features

    External knowledge base

    7.8
    78%
    52 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    8.4
    84%
    53 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    8.2

    Freshdesk

    82%

    SAP Commerce Cloud

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 5/5 features

    Customer portal

    8.4
    84%
    52 Ratings
    N/A
    0 Ratings

    IVR

    8.2
    82%
    21 Ratings
    N/A
    0 Ratings

    Social integration

    7.9
    79%
    37 Ratings
    N/A
    0 Ratings

    Email support

    8.9
    89%
    60 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    7.6
    76%
    38 Ratings
    N/A
    0 Ratings

    Online Storefront

    Freshdesk

    Feature Set Not Supported
    N/A
    7.8

    SAP Commerce Cloud

    78%
    SAP Commerce Cloud ranks higher in 9/9 features

    Product catalog & listings

    N/A
    0 Ratings
    8.3
    83%
    45 Ratings

    Product management

    N/A
    0 Ratings
    8.3
    83%
    46 Ratings

    Bulk product upload

    N/A
    0 Ratings
    7.9
    79%
    46 Ratings

    Branding

    N/A
    0 Ratings
    7.3
    73%
    45 Ratings

    Mobile storefront

    N/A
    0 Ratings
    6.4
    64%
    44 Ratings

    Product variations

    N/A
    0 Ratings
    8.9
    89%
    45 Ratings

    Website integration

    N/A
    0 Ratings
    8.9
    89%
    46 Ratings

    Visual customization

    N/A
    0 Ratings
    7.5
    75%
    44 Ratings

    CMS

    N/A
    0 Ratings
    6.9
    69%
    43 Ratings

    Online Shopping Cart

    Freshdesk

    Feature Set Not Supported
    N/A
    9.0

    SAP Commerce Cloud

    90%
    SAP Commerce Cloud ranks higher in 2/2 features

    Abandoned cart recovery

    N/A
    0 Ratings
    9.5
    95%
    15 Ratings

    Checkout user experience

    N/A
    0 Ratings
    8.4
    84%
    44 Ratings

    Online Payment System

    Freshdesk

    Feature Set Not Supported
    N/A
    9.1

    SAP Commerce Cloud

    91%
    SAP Commerce Cloud ranks higher in 1/1 features

    eCommerce security

    N/A
    0 Ratings
    9.1
    91%
    39 Ratings

    eCommerce Marketing

    Freshdesk

    Feature Set Not Supported
    N/A
    7.2

    SAP Commerce Cloud

    72%
    SAP Commerce Cloud ranks higher in 3/3 features

    Promotions & discounts

    N/A
    0 Ratings
    8.8
    88%
    44 Ratings

    Personalized recommendations

    N/A
    0 Ratings
    6.2
    62%
    42 Ratings

    SEO

    N/A
    0 Ratings
    6.8
    68%
    39 Ratings

    eCommerce Business Management

    Freshdesk

    Feature Set Not Supported
    N/A
    8.1

    SAP Commerce Cloud

    81%
    SAP Commerce Cloud ranks higher in 5/5 features

    Multi-site management

    N/A
    0 Ratings
    9.4
    94%
    44 Ratings

    Order processing

    N/A
    0 Ratings
    9.1
    91%
    44 Ratings

    Inventory management

    N/A
    0 Ratings
    7.7
    77%
    40 Ratings

    Shipping

    N/A
    0 Ratings
    7.4
    74%
    42 Ratings

    Custom functionality

    N/A
    0 Ratings
    7.3
    73%
    45 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 2 areas: Ease of integration, Product Scalability
    • SAP Commerce Cloud is rated higher in 4 areas: Likelihood to Renew, Usability, Support Rating, Implementation Rating
    • Freshdesk and SAP Commerce Cloud are tied in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.4

    Freshdesk

    84%
    131 Ratings
    8.4

    SAP Commerce Cloud

    84%
    51 Ratings

    Likelihood to Renew

    7.5

    Freshdesk

    75%
    8 Ratings
    10.0

    SAP Commerce Cloud

    100%
    1 Rating

    Usability

    8.6

    Freshdesk

    86%
    29 Ratings
    9.0

    SAP Commerce Cloud

    90%
    2 Ratings

    Availability

    9.2

    Freshdesk

    92%
    2 Ratings

    SAP Commerce Cloud

    N/A
    0 Ratings

    Performance

    7.3

    Freshdesk

    73%
    2 Ratings

    SAP Commerce Cloud

    N/A
    0 Ratings

    Support Rating

    8.7

    Freshdesk

    87%
    32 Ratings
    9.9

    SAP Commerce Cloud

    99%
    6 Ratings

    In-Person Training

    8.2

    Freshdesk

    82%
    1 Rating

    SAP Commerce Cloud

    N/A
    0 Ratings

    Online Training

    7.3

    Freshdesk

    73%
    1 Rating

    SAP Commerce Cloud

    N/A
    0 Ratings

    Implementation Rating

    8.7

    Freshdesk

    87%
    60 Ratings
    9.1

    SAP Commerce Cloud

    91%
    3 Ratings

    Configurability

    9.2

    Freshdesk

    92%
    4 Ratings

    SAP Commerce Cloud

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    9.2

    Freshdesk

    92%
    2 Ratings

    SAP Commerce Cloud

    N/A
    0 Ratings

    Ease of integration

    8.2

    Freshdesk

    82%
    2 Ratings
    7.2

    SAP Commerce Cloud

    72%
    31 Ratings

    Product Scalability

    9.2

    Freshdesk

    92%
    2 Ratings
    7.6

    SAP Commerce Cloud

    76%
    29 Ratings

    Vendor post-sale

    8.2

    Freshdesk

    82%
    2 Ratings

    SAP Commerce Cloud

    N/A
    0 Ratings

    Vendor pre-sale

    7.3

    Freshdesk

    73%
    2 Ratings

    SAP Commerce Cloud

    N/A
    0 Ratings

    Likelihood to Recommend

    Freshworks Inc

    Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
    Read full review

    SAP

    Because it offers you security, productivity, learning, and confidence—features that software of this type should have and because it is among the best in its area, I recommend SAP Commerce Cloud. As a result, I believe it to be of utmost significance and that most CEOs should be aware of and utilize it.
    Read full review

    Pros

    Freshworks Inc

    • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
    • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
    • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
    Read full review

    SAP

    • Commerce engine works really well and easy customization journey for end users
    • Seamless integrations with SAP system at the backend
    • Promotions engines are easy configurable for business users to publish the promotions
    • Headless architecture helps client to have better frontend experience
    Read full review

    Cons

    Freshworks Inc

    • To be honest I never noticed any
    • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
    Read full review

    SAP

    • Some procedures in the CMS are usually very slow, specifically in the CMS Cockpit; I cannot use most of the templates or manage certain content. For this reason, I try to find other alternatives, but they are not as efficient as CMS Cockpit should be.
    • There are some functions that are a bit outdated, more like the user interface; it is worth mentioning that this is a very important tool because it is the first contact that customers have with the software and the company as such.
    Read full review

    Pricing Details

    Freshdesk

    Starting Price

    $0 Up to 10 agents per user

    Editions & Modules

    Freshdesk editions and modules pricing
    EditionModules
    Pro$491
    Free$02
    Growth$153
    Enterprise$694

    Footnotes

    1. per month per agent
    2. Up to 10 agents
    3. per month per agent
    4. per month per agent

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    SAP Commerce Cloud

    Starting Price

    Editions & Modules

    SAP Commerce Cloud editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing Info

      Likelihood to Renew

      Freshworks Inc

      We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
      Read full review

      SAP

      I truly enjoy leading Hybris development projects and participating in new feature development for the platform. I see huge potential for growth and hope to be instrumental in bringing Hybris to the bleeding edge of presentation layer technology.
      Read full review

      Usability

      Freshworks Inc

      I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
      Read full review

      SAP

      The SAP Commerce Cloud product has powerful content management that identifies products, catalogs, and promotions. In addition, it has a feature where inventory is tracked integrated with existing ERP (SAP and/or non-SAP) systems. With SAP Commerce Cloud, we can enable transactions to trigger all processes to integrate with existing ERP systems. In this way, it is possible to manage the system from end to end.
      Read full review

      Reliability and Availability

      Freshworks Inc

      I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
      Read full review

      SAP

      No answers on this topic

      Performance

      Freshworks Inc

      The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
      Read full review

      SAP

      No answers on this topic

      Support Rating

      Freshworks Inc

      The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
      Read full review

      SAP

      We have the right to open a ticket or submit request to SAP support teams for all the problems we have experienced. They also provide solutions for critical issues within 48 hours. In addition, the product has support documents such as a user guide and admin guide. In addition, there is a strong community of users. In this way, we can access solution of some specific problems that we have fallen on from there.
      Read full review

      In-Person Training

      Freshworks Inc

      In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
      Read full review

      SAP

      No answers on this topic

      Online Training

      Freshworks Inc

      This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
      Read full review

      SAP

      No answers on this topic

      Implementation Rating

      Freshworks Inc

      For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
      Read full review

      SAP

      Scalability of the product was good Seamless integrations were helped in reducing the implementation for the development team to integrate with the SAP ERP Product framework helped customer to customize and adapt the new features which were developed basis business processes and ease of customer experience. Deployment and creation of the build becomes very easy with the CCv2 setup.
      Read full review

      Alternatives Considered

      Freshworks Inc

      Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.
      Read full review

      SAP

      SAP Commerce Cloud has tight integration with the backend SAP allowing for our specific business requirements to be tied into the platform. The site user friendliness was intuitive and received nothing but positive feedback from the user community. Data integration and security were another key factors. The overall cost to support and maintain utilizing internal resources as much as possible and only supplement when needed.
      Read full review

      Contract Terms and Pricing Model

      Freshworks Inc

      The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
      Read full review

      SAP

      No answers on this topic

      Scalability

      Freshworks Inc

      The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
      Read full review

      SAP

      Generally, I've been very happy with SAP Commerce Cloud. I feel like it's a good solution for enterprise-level companies that do a significant volume of e-commerce. I do wish that the CMS was easier to use and that it was easier to integrate with CRM systems.
      Read full review

      Return on Investment

      Freshworks Inc

      • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
      • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
      • Our resolution time and turnaround time have decreased dramatically.
      • We are able to easily keep track of our support performance.
      Read full review

      SAP

      • For my clients, it has streamlined the costs incurred in their IT infra as using SAP Commerce Cloud requires a lesser upfront setup
      • Due to flexibility in SAP Commerce Cloud, another client was able to scale up their operations and ended up with 5x of orders in the pandemic
      Read full review

      Screenshots

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