SAP Service Cloud vs. eDesk

eDesk

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
SAP Service Cloud	Score 8.5 out of 10	N/A	SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.	N/A
eDesk	Score 10.0 out of 10	Small Businesses (1-50 employees)	eDesk is an eCommerce Help Desk purpose built for online sellers. eDesk integrates with marketplaces, channels, webstores and social channels and consolidates them into one shared dashboard. The solution provides tools and order data to help users to speedily turn around issues. eDesk allows users to respond to customer queries and meet their Service Level Agreements (SLAs) with Amazon and eBay. eDesk is designed to provide all the order, product, and delivery data within customer…	$0 per month

Pricing

SAP Service Cloud

eDesk

Editions & Modules

No answers on this topic

Shopify Entrepreneurs - 300 Tickets: $39
per month 300 Tickets
eDesk Team: $69
per month per user
eDesk Professional: $109
per month per user
Shopify Entrepreneurs - 2,000 Tickets: $158
per month 2,000 Tickets

Offerings

Pricing Offerings
SAP Service Cloud	eDesk
Free Trial
No	Yes
Free/Freemium Version
No	Yes
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Additional Details

—

These are yearly plans paid monthly for using eDesk. Month to month plans are available

More Pricing Information

Pricing Info

Community Pulse
	SAP Service Cloud	eDesk

Features

SAP Service Cloud

eDesk

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	SAP Service Cloud - Ratings	eDesk 10.0 1 Ratings 20% above category average
Organize and prioritize service tickets	00 Ratings	10.01 Ratings
Subscription-based notifications	00 Ratings	10.01 Ratings
ITSM collaboration and documentation	00 Ratings	10.01 Ratings
Ticket creation and submission	00 Ratings	10.01 Ratings
Ticket response	00 Ratings	10.01 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	SAP Service Cloud - Ratings	eDesk 10.0 1 Ratings 22% above category average
External knowledge base	00 Ratings	10.01 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	SAP Service Cloud - Ratings	eDesk 8.5 1 Ratings 6% above category average
Social integration	00 Ratings	7.01 Ratings
Email support	00 Ratings	10.01 Ratings

Best Alternatives
	SAP Service Cloud	eDesk
Small Businesses	Simplify360 Score 7.8 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Dialpad Support Score 9.1 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	Verint Community Score 9.9 out of 10	SysAid Score 8.9 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	SAP Service Cloud	eDesk
Likelihood to Recommend	8.5 (105 ratings)	10.0 (1 ratings)
Likelihood to Renew	7.5 (4 ratings)	- (0 ratings)
Support Rating	5.5 (1 ratings)	- (0 ratings)
Ease of integration	7.7 (68 ratings)	- (0 ratings)

User Testimonials
	SAP Service Cloud	eDesk
Likelihood to Recommend	SAP SAP Service Cloud is well suited with its omni-channel capabilities giving the possibility to collect service requests from different channels like phone, e-mail or CTI telephony. It also has nice User Interface (when it comes to desktop version). On the other hand SAP Service Cloud needs to be definitiely improved in terms of mobile app, which is horrible and it has limited development possibilities. Incentivized Verified User Anonymous Read full review	eDesk Great for companies that sell on marketplaces and want to merge all of their communications. It saves our customer service agents tons of time, and it also connects easily with ChannelAdvisor. It would not be appropriate for a company that does not sell on marketplaces. Incentivized ES Erika Snow Marketing Manager Read full review
Pros	SAP First is It is highly effective when we consider Customer Relation Engagement. Good User Interface by which anyone can get used to it quickly. It is providing infinite opportunity of integration with other SAP solutions. Affordable Solutions with effective features. It has prebuilt charts which helps us to define customer journey with ease of efforts. Incentivized Verified User Anonymous Read full review	eDesk Easy to use for customers Maintains marketplace standards for communication Is the only platform that offers these services Connects with Channel Advisor Incentivized ES Erika Snow Marketing Manager Read full review
Cons	SAP While SAP Service Cloud offers a wealth of features, its interface can sometimes feel overwhelming. For newcomers, especially those not tech-savvy, a more intuitive or simplified layout would be beneficial. While it allows for some level of personalization, making deep customizations can be challenging. Given the unique requirements of our client's customer service, having more flexibility in tailoring the tool to our exact needs would be nice. While SAP Service Cloud integrates well within the SAP ecosystem, it can sometimes be less smooth when linking up with non-SAP third-party tools. Enhancing these integrations would streamline our operations, especially when using other software tools alongside it. Incentivized Verified User Anonymous Read full review	eDesk I wish the filters displayed closer to the top of the inbox vs the bottom The new and to-do tabs can be confusing at first Agents must take ownership once in the message; it is not auto-assigned when you click into a message, so there is room for duplication. Incentivized ES Erika Snow Marketing Manager Read full review
Likelihood to Renew	SAP SAP Service Cloud offers sturdy competencies for case control, workflow automation, and purchaser engagement. However, since our organization continues to be within the early assessment section, we have not but experienced its complete potential. Once fully applied and custom designed to our desires, the score can also increase as we investigate usability and integration with other SAP solutions. Incentivized Verified User Anonymous Read full review	eDesk No answers on this topic
Support Rating	SAP I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there. Incentivized VK Vishal kanwar Deputy Manager Read full review	eDesk No answers on this topic
Alternatives Considered	SAP Zoho Desk is the ultimate software for clear communication, but when we compared these two according to our needs, we found out that SAP Service Cloud is the best option for us. Since it provides everything in one location, Zoho Desk is somewhat lacking in this area. That was the reason for choosing SAP Service Cloud. Incentivized KC Kirsten Cornell Senior Communications Specialist Read full review	eDesk They were not even close to offering what xSellco has and the ease of using the platform. eDesk by xSellco is a great price point, is very easy to use, and it also integrates with ChannelAdvisor and Big Commerce, which was a determining factor for us. It also is an Amazon partner and ensures that they are adhering to all of the strict communication rules Amazon has. Incentivized ES Erika Snow Marketing Manager Read full review
Return on Investment	SAP can help speed up issue resolution, reducing the time customers spend waiting for solutions AI insights help predict the customer profile, satisfaction, and possible options for service resolutions One stop for all historical customer service requests and data and useful to calculate who are high CLTV customers Incentivized Verified User Anonymous Read full review	eDesk Saves agents lots of time Creates better communication with customer with less time in between messages Helps us provide great customer service Has helped us meet marketplace communication standards and receive more feedback/reviews Incentivized ES Erika Snow Marketing Manager Read full review
ScreenShots	SAP Service Cloud Screenshots	eDesk Screenshots