Salesforce Service Cloud vs. TeamSupport

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Service Cloud
Score 8.7 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
TeamSupport
Score 8.5 out of 10
Mid-Size Companies (51-1,000 employees)
TeamSupport is customer support software built for B2B software and technology companies. The solution offers ticket management, a customer and contact database, reporting and analytics, multi-channel support, built-in collaboration tools, and many native integrations.
$25
per month
Pricing
Salesforce Service CloudTeamSupport
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
Support Desk
$40
Per User per Month
Enterprise
$55
Per User per Month
Offerings
Pricing Offerings
Salesforce Service CloudTeamSupport
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup fee$2,000 per installation
Additional DetailsPricing is based on annual billing
More Pricing Information
Community Pulse
Salesforce Service CloudTeamSupport
Considered Both Products
Salesforce Service Cloud

No answer on this topic

TeamSupport
Chose TeamSupport
I belive that ticket tracking service of Salesforce was another name when we evaluated it but TeamSupport provides a robust solution that works with SaaS providers at a fraction of the cost.
Top Pros
Top Cons
Features
Salesforce Service CloudTeamSupport
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
TeamSupport
9.1
11 Ratings
14% above category average
Organize and prioritize service tickets8.866 Ratings9.611 Ratings
Expert directory8.547 Ratings7.01 Ratings
Subscription-based notifications9.156 Ratings10.05 Ratings
ITSM collaboration and documentation8.452 Ratings00 Ratings
Ticket creation and submission9.266 Ratings9.611 Ratings
Ticket response8.865 Ratings9.611 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
TeamSupport
9.1
11 Ratings
16% above category average
External knowledge base9.157 Ratings8.77 Ratings
Internal knowledge base9.062 Ratings9.410 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
TeamSupport
9.7
11 Ratings
23% above category average
Customer portal8.948 Ratings10.09 Ratings
IVR8.531 Ratings00 Ratings
Social integration8.642 Ratings9.04 Ratings
Email support9.367 Ratings10.011 Ratings
Help Desk CRM integration9.259 Ratings10.07 Ratings
Best Alternatives
Salesforce Service CloudTeamSupport
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
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
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudTeamSupport
Likelihood to Recommend
9.0
(74 ratings)
7.3
(57 ratings)
Likelihood to Renew
9.5
(6 ratings)
10.0
(14 ratings)
Usability
8.0
(12 ratings)
8.9
(8 ratings)
Availability
9.5
(19 ratings)
1.8
(4 ratings)
Performance
8.6
(7 ratings)
7.3
(5 ratings)
Support Rating
7.0
(20 ratings)
9.3
(8 ratings)
In-Person Training
-
(0 ratings)
6.4
(1 ratings)
Online Training
9.0
(1 ratings)
7.7
(3 ratings)
Implementation Rating
7.0
(1 ratings)
7.5
(6 ratings)
Product Scalability
-
(0 ratings)
1.0
(1 ratings)
User Testimonials
Salesforce Service CloudTeamSupport
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.
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TeamSupport
TeamSupport is a great ticketing/help desk platform for small companies. It gets the job done and allows for multiple teams to manage workloads. It is not best for bigger organizations as there are lots of lacking features (mobile app, integrations, robust Jira/Confluence like system). The support for TeamSupport is great too. They usually get in touch with customers quickly when the system is down and they resolve issues quickly as well.
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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
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TeamSupport
  • There were other customer support software companies that I looked into at first, however TeamSupport provided exceptional customer service themselves. I paid close attention to how they handled me as a customer to see if they were a company that would understand my desire to give exceptional customer service to my clients and if they had the tools to make the experience easy. Every interaction with them was very positive.
  • Since we needed TeamSupport's software embedded into our software application to give our users easy access to the support tools, the staff at TeamSupport needed to answer many questions and work with our developers to make this possible. They were always willing to take the extra step to ensure a smooth set up.
  • As we continue with TeamSupport, I am especially impressed with the sincerity of the CEO, Robert C. Johnson, and his commitment to us so that together we can deliver exceptional customer support.
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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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TeamSupport
  • We would like to see a structure to the ticket numbering system. In a previous system we had a numbering system like this mmddyy-xxxxxx This was very easy to see when a ticket was created based on just it's number. Currently with TeamSupport they assign a random number to tickets that is not very informative without a created date field.
  • Reports are nice but lack some rollup capabilities that are needed. Any given report can only work against two data tables at max. This is a limitation that we had to create custom contact fields to get around. They store phone, address and base contact info in separate tables. This makes it impossible with a standard system to create a report of all tickets along with the ticket and contact information in one report. The previous system we were on, allowed you to tie as many related data tables together that was needed to create one high level report.
  • Need Ability to notify external users of ticket activity in regions. So what I mean is we have FAE's in the field that want to know what their customers are asking for their region. They don't want or need a TeamSupport account but want simple e-mails of activity. This has been a lost feature for us going to a new system. I have to create a manual report each week and forward to the people that want this kind of information.
  • Ticket Automation rules will only run against a ticket one time. I understand why they did this to prevent uncontrolled loops but it would be nice to be able to set a limit that was greater than one. This limitation often causes us to have to write multiple rules to handle certain ticket cases.
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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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TeamSupport
We are very likely to renew. We have been using TeamSupport for years and have tested a few other ticketing software solutions. We utilize several project management solutions to date and are always looking for better more efficient ways. Team Support is great at working with us and allows us to report issues well.
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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.
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TeamSupport
I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it. But the portal offers great tools and guides on workarounds.
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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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TeamSupport
Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7
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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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TeamSupport
It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
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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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TeamSupport
TeamSupport's ease of use and the way it benefited our company overall. From cost improvements, ROI, and overall management of team members it gets high marks. We are better able to support our customer base by providing improved support in a more timely fashion. The End User view of IT Support overall has improved just through using this platform in our company.
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In-Person Training
Salesforce
No answers on this topic
TeamSupport
Able to get hands on training and ask questions.
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Online Training
Salesforce
No answers on this topic
TeamSupport
Not much training was offered, but it was always provided when we requested it
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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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TeamSupport
Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.
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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
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TeamSupport
TeamSupport is a much more modern, intuitive and user-friendly version of NetSuite with many additional bells and whistles. NetSuite has a business only facade with a rather clunky interface and system. TeamSupport compares favorably and meets business needs while being a much more advanced and modern solution.
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Scalability
Salesforce
No answers on this topic
TeamSupport
TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part
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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
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TeamSupport
  • TeamSupport has improved our team's response times. We are able to address all requests within a short time of receiving them.
  • TeamSupport allows us to effectively manage workflow.
  • The program provides us with a certain level of accountability, and requires that we be meticulous in our work.
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ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center

TeamSupport Screenshots

Screenshot of Ticket PageScreenshot of Customer AlertsScreenshot of DashboardScreenshot of Screen & Video RecordingScreenshot of Embeddable Customer PortalScreenshot of Products & Versions