Salesforce Service Cloud vs. WixAnswers.com

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.

Incentivized

We only use it for the online knowledge base, so I can't speak to the rest of the functionality. However, building out the knowledge base works very well and is quick and easy to use.

• 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

Incentivized

• Usability - very easy to set up, brand, configure and continue to add new articles ongoing
• Localization - Connecting with Crowding allows to easily localize articles using AI
• Article creation - very simple, easy to build, organize and publish.

• 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.

• Localization - Although this works with crowdin integration, really would be great if it was all built in and more seamless.
• Insights - very limited reporting, only goes back around 90 days.
• New features - I haven't really seen any new features or functionality in the 2+ years I've been using it.

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.

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.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes

Incentivized

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

We ultimately selected Wix Answers for the price and that we could localize the platform and articles. WIth WixAnswers the cost is based on users, since our users were low the price was very economical for our needs.

• 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

Incentivized

• Online knowledge base was critical for our platform. With the price that we pay for this service, it more than pays for itself.