Salesforce Service Cloud vs. Soffront CRM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Service Cloud
Score 8.8 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
Soffront CRM
Score 7.0 out of 10
Enterprise companies (1,001+ employees)
Soffront offers Soffront CRM Software for Sales, Marketing and Service, which the vendor says is a comprehensive, yet user-friendly platform. All submitted, assigned and resolved cases are tracked within a customizable dashboard. Customer support ticket submissions are automatically routed to the most knowledgeable reps, ensuring the best support. Service Level Agreement (or SLA) Alerts make sure support never falls below committed levels of service. According to the vendor, the product…
$20
per month
Pricing
Salesforce Service CloudSoffront CRM
Editions & Modules
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
1,000 Emails
$4.00
per month
5,000 Emails
$15.00
per month
10,000 Emails
$25.00
per month
Offerings
Pricing Offerings
Salesforce Service CloudSoffront CRM
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Salesforce Service CloudSoffront CRM
Top Pros
Top Cons
Features
Salesforce Service CloudSoffront CRM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Service Cloud
8.8
68 Ratings
11% above category average
Soffront CRM
-
Ratings
Organize and prioritize service tickets8.866 Ratings00 Ratings
Expert directory8.547 Ratings00 Ratings
Subscription-based notifications9.256 Ratings00 Ratings
ITSM collaboration and documentation8.452 Ratings00 Ratings
Ticket creation and submission9.266 Ratings00 Ratings
Ticket response8.865 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Service Cloud
9.0
64 Ratings
15% above category average
Soffront CRM
-
Ratings
External knowledge base9.157 Ratings00 Ratings
Internal knowledge base9.062 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Service Cloud
8.9
68 Ratings
15% above category average
Soffront CRM
-
Ratings
Customer portal8.948 Ratings00 Ratings
IVR8.531 Ratings00 Ratings
Social integration8.642 Ratings00 Ratings
Email support9.367 Ratings00 Ratings
Help Desk CRM integration9.259 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Soffront CRM
7.8
2 Ratings
2% above category average
Customer data management / contact management00 Ratings9.02 Ratings
Workflow management00 Ratings6.02 Ratings
Territory management00 Ratings7.31 Ratings
Channel / partner relationship management00 Ratings9.02 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Soffront CRM
5.0
2 Ratings
40% below category average
Case management00 Ratings5.02 Ratings
Help desk management00 Ratings5.02 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Soffront CRM
9.5
2 Ratings
23% above category average
Lead management00 Ratings10.02 Ratings
Email marketing00 Ratings9.02 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Soffront CRM
6.1
2 Ratings
22% below category average
Task management00 Ratings8.21 Ratings
Reporting00 Ratings4.02 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Soffront CRM
4.7
2 Ratings
47% below category average
Forecasting00 Ratings4.02 Ratings
Pipeline visualization00 Ratings6.02 Ratings
Customizable reports00 Ratings4.02 Ratings
Customization
Comparison of Customization features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Soffront CRM
7.0
2 Ratings
8% below category average
Custom fields00 Ratings7.02 Ratings
Security
Comparison of Security features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Soffront CRM
7.0
2 Ratings
17% below category average
Single sign-on capability00 Ratings6.02 Ratings
Role-based user permissions00 Ratings8.02 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Soffront CRM
6.0
2 Ratings
19% below category average
Social data00 Ratings7.02 Ratings
Social engagement00 Ratings5.02 Ratings
Platform
Comparison of Platform features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Soffront CRM
7.0
2 Ratings
7% below category average
Mobile access00 Ratings7.02 Ratings
Best Alternatives
Salesforce Service CloudSoffront CRM
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Creatio
Creatio
Score 9.2 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Creatio
Creatio
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudSoffront CRM
Likelihood to Recommend
9.0
(74 ratings)
7.0
(2 ratings)
Likelihood to Renew
9.5
(6 ratings)
-
(0 ratings)
Usability
8.0
(12 ratings)
8.0
(1 ratings)
Availability
9.5
(19 ratings)
-
(0 ratings)
Performance
8.6
(7 ratings)
-
(0 ratings)
Support Rating
7.0
(20 ratings)
7.0
(1 ratings)
Online Training
9.0
(1 ratings)
-
(0 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
Salesforce Service CloudSoffront CRM
Likelihood to Recommend
Salesforce
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.
Read full review
Soffront
Lead generation and follow-up with sales are well suited. Social media integration and reporting/dashboards for insights can be improved.
Read full review
Pros
Salesforce
  • 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
Read full review
Soffront
  • The email marketing platform is wonderful. It allows for tracking and you can do AB testing with it as well.
  • Landing page and form placement with other companies have also been easy. Regardless of website or landing page that you use the forms integrate and you get an email notification whenever a new lead is added to the database.
  • The overall layout of the CRM is also nice to use. You can open up different tabs with information on and then go back to a previous tab without having to use the browser controls. It makes navigating and comparing information very easy to do.
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Cons
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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Soffront
  • Reporting
  • Loyalty features
  • Social media integration
Read full review
Likelihood to Renew
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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Soffront
No answers on this topic
Usability
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.
Read full review
Soffront
Intuitive UI. Responsive. Features can be accessed very easily. Not a lot of big white spaces between fields and buttons. Straightforward.
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Reliability and Availability
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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Soffront
No answers on this topic
Performance
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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Soffront
No answers on this topic
Support Rating
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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Soffront
Reaction times and relationship with vendor is very good. Good answers and solutions to problems/issues logged.
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Implementation Rating
Salesforce
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
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Soffront
No answers on this topic
Alternatives Considered
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
Read full review
Soffront
Soffront performs many of the same functions as both of these providers but it offers a great deal more all in one place. I do not have to log into different programs or switch programs to get the information that I need. This has greatly increased efficiency. The pricing for Soffront is also better when you add in the other features that it comes with, in fact it saved me money when I switched.
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Return on Investment
Salesforce
  • 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
Read full review
Soffront
  • The software has been positive for especially on the email marketing side. I have seen about a 23% increase in revenue and new contacts by using the email marketing feature.
  • The landing page and form integration has averaged me about 20 new leads a month for my business which is plenty to keep us busy and on track for growth of the business.
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center

Soffront CRM Screenshots

Screenshot of Customer Service Dashboard