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Freshdesk vs Sprinklr comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Freshdesk
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
29
Ranking in other categories
Customer Experience Management (6th), Field Service Management (3rd), Help Desk Software (9th), Knowledge Management Software (4th)
Sprinklr
Average Rating
7.6
Number of Reviews
4
Ranking in other categories
Social CRM (2nd), Community Platforms (3rd), Social Media Management Solutions (2nd), Digital Experience Platforms (DXP) (7th)
 

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. Freshdesk is designed for Customer Experience Management and holds a mindshare of 5.9%, down 8.3% compared to last year.
Sprinklr, on the other hand, focuses on Social CRM, holds 22.1% mindshare, down 26.9% since last year.
Customer Experience Management
Social CRM
 

Featured Reviews

Alexey Timchenko - PeerSpot reviewer
Incredibly user-friendly, flexible, and affordable
Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.
VikasKhattri - PeerSpot reviewer
Automation tools have improved workflow efficiency and offers AI features
AI manages customer interactions really well, and the flow becomes easier. The best part about AI is its analytics. For example, if a customer has been with the product for past five years, it provides insights into a customer's buying behavior and past issues with the company. This data is important when dealing with a customer on a call or another channel. Sprinklr's automation tools have improved workflow efficiency for our customers and made their life easier. he integration is better than before because they are really focusing on what they're doing now. Some of our colleagues even moved to Sprinklr from Aethela, and they are really building it up in a better way.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The organization that is possible with other departments is the solution's most valuable aspect."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"I used Freshdesk for communication with the clients, such as real-time chats."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is quite easy to program custom apps and integrate them."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It is very easy to make reports."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Customization and custom rule engines are highly valuable, enabling the creation of custom rules tailored to specific needs."
"The most effective feature is the automation of the routing engine."
"AI manages customer interactions really well, and the flow becomes easier."
"This single-pane-of-glass approach enhances efficiency by consolidating social network interactions on one dashboard."
 

Cons

"Asset management and branding are two areas in the solution that have scope for improvement."
"Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs."
"I would like to see a little bit more color in the solution."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"The support system is a major drawback because there is no live chat system for immediate issue reporting, leading to delayed resolutions."
"Sprinklr should consider not charging for everything. Services such as premium support and onboarding should be part of the deal."
"If I compare Sprinklr with NICE, people still opt for NICE. This is because they are not as confident with the use cases of Sprinklr, even though Sprinklr is trying to improve."
"Customer service needs improvement, especially in problem-solving rather than just stating why issues exist."
 

Pricing and Cost Advice

"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."
"The pricing is pretty manageable and acceptable."
"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
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Top Industries

By visitors reading reviews
Computer Software Company
24%
Financial Services Firm
6%
Retailer
6%
Real Estate/Law Firm
6%
Financial Services Firm
16%
Computer Software Company
14%
Retailer
9%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Freshdesk?
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
What needs improvement with Freshdesk?
Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-part...
What is your primary use case for Freshdesk?
The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is...
Why is Sprinklr famous for its social media feature?
As a digital experience platform with many features, Sprinklr includes the feature for better social media and sales outreach and is famous for it because many competitors don’t offer it. If you us...
Is Sprinklr a free digital experience platform?
No, Sprinklr isn't a free DXP but it does offer a 30-day free trial. It's not offered for all of its features, though. I looked and at the moment you can get a free trial for only Lite (meaning no...
Can Sprinklr help a company provide good customer support?
I think if you're looking for a digital experience platform that values your customers most, you're asking about the right one, as the whole philosophy Sprinklr seems to have is about your clients...
 

Comparisons

 

Overview

 

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
GoDaddy, Samsung, GAP, P&G, Nike, Cisco, Intel, NHL, Dell, Groupon, Starwood Hotels & Resorts, Virgin America, Frontier Airlines
Find out what your peers are saying about Qualtrics, ServiceNow, Genesys and others in Customer Experience Management. Updated: December 2024.
824,067 professionals have used our research since 2012.