Salesforce Service Cloud vs TalkDesk comparison

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Salesforce Service Cloud

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Salesforce Service Cloud and TalkDesk based on real PeerSpot user reviews.

Find out what your peers are saying about Microsoft, Salesforce, Oracle and others in CRM Customer Engagement Centers.

To learn more, read our detailed CRM Customer Engagement Centers Report (Updated: December 2024).

CRM Customer Engagement Centers

December 2024

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Helped 824,106 peers since 2012

Categories and Ranking

Salesforce Service Cloud

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (5th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

TalkDesk

Average Rating

8.4

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (4th), Contact Center as a Service (CCaaS) (5th)

Mindshare comparison

While both are Contact Center solutions, they serve different purposes. Salesforce Service Cloud is designed for CRM Customer Engagement Centers and holds a mindshare of 19.1%, up 16.8% compared to last year.
TalkDesk, on the other hand, focuses on Contact Center Platforms, holds 3.8% mindshare, up 1.7% since last year.

CRM Customer Engagement Centers

Contact Center Platforms

Featured Reviews

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

High scalability with good plugins and excellent customer visibility

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

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TANMAY AKHADE

Technical Program Manager at WhiteHat Jr

User-friendly, enables to respond to customer queries 70% to 80% quickly, and reduces dependency on agents

The product has automatic call-routing features. We must share how the calls must be routed to each team, and it automatically takes care of it. The solution is quite user-friendly. We don't have to do a lot of coding. We can do certain configurations on top of the coding, and it is automatically taken care of in the backend. It is a good feature. We can do a lot of automation. The tool is moving towards generative AI. The customer talks to the tool, and the tool understands what they need and provides it to them. Earlier, the customers would send an email and wait for a response from a representative. Our TAT was two to three years. Currently, our TAT is 20 minutes. If customers contact us with any concerns, we respond to them quickly. The response time has improved by 70% to 80%. Though it is new to the market, the generative AI has reduced our dependency on the agents. Earlier, the agents had to answer all of the customers’ issues. Now, TalkDesk fetches the answer from the backend and provides it to the customer. AI is good. It saves us a lot of time. It’s a discovery phase, so it is not quite handy. However, at times, less interaction is required if all the details are available on the website.

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Quotes from Members

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

Pros

"We use Salesforce Service Cloud for lead management and opportunity management."

"The complexity of the solution is very less."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

"The interface is quite user-friendly."

"The product's initial setup phase was straightforward."

"The instant input of feedback into the CRM systems by case management is one of the impactful features"

"The plug-ins that work with other standard systems have made the product industry-ready."

More Salesforce Service Cloud pros

"The initial setup was straightforward."

"It is very simple to learn how to use TalkDesk."

"The solution's most valuable feature is its calling feature. It is very stable for outbound calls, and the tool's call routing feature is efficient. We integrated it with Zendesk. I answered the calls in my queue and transferred the ones that were for escalation. TalkDesk is very user-friendly."

"With TalkDesk, you get to use TalkDesk Studio, which allows you to easily create outbound campaigns, and I am very happy with it."

"The tool is similar to RingCentral. It automatically integrates with your systems, so you can make calls directly from Teams instead of making calls with the TalkDesk application. It also has sentiment analytics features, similar to AI features, where you can analyze the tone of the person you're speaking with, determining if they are angry or happy. You can pull back data and analyze it on a separate system."

"With TalkDesk, you can use add-ons, like extensions, from another application. TalkDesk allowed us to leverage metrics and analyze long calls using additional add-ons. I remember using Observe.AI, which was a game-changer for our project involving governmental information."

"TalkDesk and their online support being very helpful. I collaborated with another resource who managed call routing, and my role was to develop applications that interacted with the routing system as needed, such as taking over calls for payment processing and directing any issues to the appropriate support personnel."

"The most valuable feature of the solution is its ease of use."

More TalkDesk pros

Cons

"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."

"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."

"The pricing of the solution can be made cheaper."

"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."

"It is kind of a struggle to get a report that shows something you want it to show."

"The solution's integration with the main ERP is a little cumbersome."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

More Salesforce Service Cloud cons

"One area for improvement in TalkDesk is its graphical environment, which doesn't allow for customized placement of icons or separate pages, making it challenging to organize and maintain complex applications. Additionally, for IVR applications, it lacks certain features like default inter-digit timeout settings or overall prompt timeout settings, which are common in other products. I also faced challenge was with call logging, as the system didn't perform well in retrieving and playing back call audio during development, although this might have been due to our specific setup or data volume."

"The solution lacks some features for outbound campaigns compared to other providers."

"While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users."

"The solution's reporting feature is sometimes delayed and could be improved."

"We faced issues with bulk SMS."

"One area of improvement is the customization options for cloud storage."

"The drawback of the tool revolves around the fact that I see it is very slow when loading the pages."

"The product must automate certain features so the agents do not have to do things manually."

More TalkDesk cons

Pricing and Cost Advice

"The tool is pretty expensive."

"The solution is priced at 50 dollars a month per user."

"Salesforce is not a cheap product. It can be expensive."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The price is too expensive."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"Salesforce Service Cloud is a highly expensive solution"

More Salesforce Service Cloud pricing and cost advice

"TalkDesk's pricing is with the investment."

"If we need less number of licenses, the pricing will be high."

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824,106 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

16%

Educational Organization

16%

Computer Software Company

15%

Manufacturing Company

11%

Retailer

14%

Energy/Utilities Company

12%

Computer Software Company

12%

Non Profit

12%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?

Salesforce Service Cloud is a bit expensive.

What needs improvement with Salesforce Service Cloud?

Reporting could be improved.

What is your primary use case for Salesforce Service Cloud?

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

What is your experience regarding pricing and costs for TalkDesk?

TalkDesk's pricing is with the investment.

What needs improvement with TalkDesk?

While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users. It was too bright and not user-friendly. We switched it to nigh...

What is your primary use case for TalkDesk?

I was supervising a team, and we handled all our phone calls and the necessary metrics from those calls. We were using TalkDesk to gather that information.

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Product Reports

Download Salesforce Service Cloud product report

Salesforce Service Cloud

November 2024

Download TalkDesk product report

October 2024

Also Known As

Service Cloud

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Salesforce

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Overview

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.

TalkDesk offers a suite of essential features for robust contact center functionality. Queue management, voicemail, click-to-call, call forwarding, local caller ID, and comprehensive analytics ensure efficient query management and improved customer satisfaction.

Additional features to emphasize:

TalkDesk's compatibility with popular CRM systems and live chat tools enhances team performance and workflow cohesion.
TalkDesk's customer experience analytics include sentiment analysis and visually appealing dashboards to provide deep insights into customer emotions and trends, enhancing businesses' understanding and response to customer needs.
TalkDesk's automated workflows and direct ticket creation within the interface streamline operations further.
Finally, TalkDesk's AI-driven tools optimize call routing, provide detailed analytics, and assist in agent coaching, elevating the quality of customer interactions.

Additionally, TalkDesk's focus extends to quality and workforce management, providing tools for assessing agent performance and recommending improvements. Features like voice and screen recording, time-stamped comments, and gamified metrics offer valuable insights for performance enhancement.

The mobile app Talkdesk Conversations, available for iOS and Android, extends platform functionality for remote teams. It includes call placement, recording, and CRM connectivity features, ensuring uninterrupted customer service. However, the app has garnered limited reviews and ratings on mobile app stores.

In summary, TalkDesk is a comprehensive, AI-enhanced, and highly integrative solution for businesses seeking to optimize customer service and agent management. With its range of features catering to various customer service aspects, TalkDesk is a good contact center platform to consider.

Sample Customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Anki, Beautylish, Chic by Choice, Uniplaces, Box, Dropbox, Caviar, Prezi, Edmunds, Vaniday, Wahoo Fitness, Surveypal, Whistle, ZipRecruiter