What users are saying about
Top Rated
329 Ratings
3 Ratings
Top Rated
329 Ratings
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Score 8.5 out of 100
3 Ratings
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Score 7 out of 100

Feature Set Ratings

    Incident and problem management

    7.6

    Salesforce Service Cloud

    76%

    Soffront CRM

    Feature Set Not Supported
    N/A
    Salesforce Service Cloud ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.4
    84%
    55 Ratings
    N/A
    0 Ratings

    Expert directory

    7.1
    71%
    40 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.1
    71%
    47 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.2
    72%
    42 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    8.0
    80%
    56 Ratings
    N/A
    0 Ratings

    Ticket response

    8.0
    80%
    55 Ratings
    N/A
    0 Ratings

    Self Help Community

    7.1

    Salesforce Service Cloud

    71%

    Soffront CRM

    Feature Set Not Supported
    N/A
    Salesforce Service Cloud ranks higher in 2/2 features

    External knowledge base

    6.9
    69%
    46 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.4
    74%
    51 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.8

    Salesforce Service Cloud

    78%

    Soffront CRM

    Feature Set Not Supported
    N/A
    Salesforce Service Cloud ranks higher in 5/5 features

    Customer portal

    7.5
    75%
    39 Ratings
    N/A
    0 Ratings

    IVR

    7.4
    74%
    25 Ratings
    N/A
    0 Ratings

    Social integration

    7.9
    79%
    34 Ratings
    N/A
    0 Ratings

    Email support

    8.1
    81%
    56 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    8.1
    81%
    49 Ratings
    N/A
    0 Ratings

    Sales Force Automation

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    7.8

    Soffront CRM

    78%
    Soffront CRM ranks higher in 4/4 features

    Customer data management / contact management

    N/A
    0 Ratings
    9.0
    90%
    2 Ratings

    Workflow management

    N/A
    0 Ratings
    6.0
    60%
    2 Ratings

    Territory management

    N/A
    0 Ratings
    7.3
    73%
    1 Rating

    Channel / partner relationship management

    N/A
    0 Ratings
    9.0
    90%
    2 Ratings

    Customer Service & Support

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    5.0

    Soffront CRM

    50%
    Soffront CRM ranks higher in 2/2 features

    Case management

    N/A
    0 Ratings
    5.0
    50%
    2 Ratings

    Help desk management

    N/A
    0 Ratings
    5.0
    50%
    2 Ratings

    Marketing Automation

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    9.5

    Soffront CRM

    95%
    Soffront CRM ranks higher in 2/2 features

    Lead management

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Email marketing

    N/A
    0 Ratings
    9.0
    90%
    2 Ratings

    CRM Project Management

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    6.1

    Soffront CRM

    61%
    Soffront CRM ranks higher in 2/2 features

    Task management

    N/A
    0 Ratings
    8.2
    82%
    1 Rating

    Reporting

    N/A
    0 Ratings
    4.0
    40%
    2 Ratings

    CRM Reporting & Analytics

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    4.7

    Soffront CRM

    47%
    Soffront CRM ranks higher in 3/3 features

    Forecasting

    N/A
    0 Ratings
    4.0
    40%
    2 Ratings

    Pipeline visualization

    N/A
    0 Ratings
    6.0
    60%
    2 Ratings

    Customizable reports

    N/A
    0 Ratings
    4.0
    40%
    2 Ratings

    Customization

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    7.0

    Soffront CRM

    70%
    Soffront CRM ranks higher in 1/1 features

    Custom fields

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    Security

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    7.0

    Soffront CRM

    70%
    Soffront CRM ranks higher in 2/2 features

    Single sign-on capability

    N/A
    0 Ratings
    6.0
    60%
    2 Ratings

    Role-based user permissions

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Social CRM

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    6.0

    Soffront CRM

    60%
    Soffront CRM ranks higher in 2/2 features

    Social data

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    Social engagement

    N/A
    0 Ratings
    5.0
    50%
    2 Ratings

    Platform

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    7.0

    Soffront CRM

    70%
    Soffront CRM ranks higher in 1/1 features

    Mobile access

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    Attribute Ratings

    • Salesforce Service Cloud is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    8.1

    Salesforce Service Cloud

    81%
    62 Ratings
    7.0

    Soffront CRM

    70%
    2 Ratings

    Likelihood to Renew

    9.6

    Salesforce Service Cloud

    96%
    4 Ratings

    Soffront CRM

    N/A
    0 Ratings

    Usability

    8.4

    Salesforce Service Cloud

    84%
    11 Ratings
    8.0

    Soffront CRM

    80%
    1 Rating

    Availability

    8.7

    Salesforce Service Cloud

    87%
    7 Ratings

    Soffront CRM

    N/A
    0 Ratings

    Performance

    8.6

    Salesforce Service Cloud

    86%
    7 Ratings

    Soffront CRM

    N/A
    0 Ratings

    Support Rating

    7.4

    Salesforce Service Cloud

    74%
    29 Ratings
    7.0

    Soffront CRM

    70%
    1 Rating

    Online Training

    9.0

    Salesforce Service Cloud

    90%
    1 Rating

    Soffront CRM

    N/A
    0 Ratings

    Likelihood to Recommend

    Salesforce

    Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
    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

    • Flexibility of data tracked, displayed, reported on, and customized.
    • Single source of truth for support, implementations, sales and management.
    • Ability to integrate through built-in app exchange and easy API.
    • Reporting and emailed reports with direct links to drill down into data.
    • Do virtually whatever you "need" to do.
    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.
    Read full review

    Soffront

    • Reporting
    • Loyalty features
    • Social media integration
    Read full review

    Pricing Details

    Salesforce Service Cloud

    Starting Price

    $65 per month

    Editions & Modules

    Salesforce Service 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

      Soffront CRM

      Starting Price

      $20 per month

      Editions & Modules

      Soffront CRM editions and modules pricing
      EditionModules
      1,000 Emails$4.001
      5,000 Emails$15.002
      10,000 Emails$25.003

      Footnotes

      1. per month
      2. per month
      3. per month

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      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.
      Read full review

      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.
      Read full review

      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.
      Read full review

      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.
      Read full review

      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.
      Read full review

      Alternatives Considered

      Salesforce

      I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
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      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

      • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
      • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
      • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
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      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

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