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Salesforce Service Cloud vs TeamSupport

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Our analysts compared Salesforce Service Cloud vs TeamSupport based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Salesforce Service Cloud Software Tool
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TeamSupport Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

80 Detailed Analysis

User Sentiment

Great User Sentiment (2232 Reviews)

Analyst Rating

82 Detailed Analysis

User Sentiment

Great User Sentiment (1715 Reviews)

Salesforce Service Cloud, a help desk software from Salesforce.com, streamlines customer service operations for businesses of all sizes. It offers a comprehensive suite of tools for managing customer inquiries, tracking cases, and providing personalized support across multiple channels.

Salesforce Service Cloud is particularly suited for organizations looking to enhance customer engagement, improve efficiency, and gain a 360-degree view of customer interactions. Its key benefits include automated case management, self-service portals, knowledge base management, and real-time reporting.

The software's user experience is highly customizable, allowing businesses to tailor it to their specific needs. It seamlessly integrates with other Salesforce products and third-party applications, providing a unified platform for customer relationship management.

Pricing for Salesforce Service Cloud varies based on the number of users, support level, and additional features required. Businesses can choose from a range of subscription plans, with monthly or annual payment options available.

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TeamSupport, a help desk software, empowers businesses with efficient customer support tools. It's ideal for organizations seeking to enhance their support operations. Key benefits include improved ticket management, streamlined communication, and increased customer satisfaction. Popular features include a user-friendly interface, customizable workflows, and robust reporting capabilities. TeamSupport compares favorably to similar products, with users praising its intuitive design, seamless integrations, and exceptional customer support. Pricing varies based on the number of users and support channels, offering flexible options to meet specific business needs.
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$25/User, Monthly
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$49/Agent, Monthly
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Windows
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Android
Chromebook
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Linux
Android
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Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Accelerated Issue Resolution: Salesforce Service Cloud streamlines communication and automates workflows, enabling teams to respond to customer inquiries swiftly and effectively.
  • Personalized Customer Experiences: The platform captures customer data and preferences, allowing agents to tailor interactions and provide personalized support.
  • Improved Agent Productivity: Automated tasks, such as case routing and knowledge management, free up agents' time, enabling them to focus on complex customer issues.
  • Enhanced Collaboration: Service Cloud facilitates seamless collaboration between agents, allowing them to share knowledge, escalate cases, and provide real-time support to customers.
  • Increased Customer Satisfaction: By resolving issues promptly and efficiently, Service Cloud enhances customer satisfaction and loyalty, leading to improved brand reputation.
  • Actionable Insights: The platform provides comprehensive reporting and analytics, enabling managers to identify trends, measure performance, and make data-driven decisions to improve customer support operations.
  • Seamless Integration: Service Cloud integrates with other Salesforce applications, such as Sales Cloud and Marketing Cloud, providing a unified view of the customer journey.
  • Mobile Accessibility: The mobile app allows agents to access customer data and provide support on the go, ensuring uninterrupted service.
  • Scalability and Flexibility: The platform can be customized and scaled to meet the unique needs of businesses, accommodating growth and changing requirements.
  • Cost Savings: By automating processes and improving efficiency, Service Cloud helps businesses reduce operational costs associated with customer support.
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  • Enhanced Customer Satisfaction: TeamSupport's intuitive interface and efficient workflow streamline customer interactions, leading to faster resolution times and improved customer experiences.
  • Increased Productivity: The software's automation features, such as ticket routing and canned responses, reduce manual tasks and free up agents' time for more complex issues, boosting overall productivity.
  • Improved Collaboration: TeamSupport fosters seamless collaboration between agents and departments through shared tickets, internal messaging, and customizable workflows, ensuring that all relevant parties are kept informed and working together effectively.
  • Comprehensive Reporting and Analytics: The software provides robust reporting capabilities that enable businesses to track key performance indicators (KPIs), identify trends, and make data-driven decisions to optimize their support operations.
  • Scalability and Flexibility: TeamSupport adapts to the evolving needs of businesses with customizable settings, flexible integrations, and scalability to support growing teams and increasing ticket volumes.
  • Enhanced Team Management: The software includes tools for agent performance tracking, workload balancing, and skill-based routing, empowering managers to optimize team efficiency and ensure consistent support quality.
  • Cost Savings: By automating tasks, reducing resolution times, and improving customer satisfaction, TeamSupport helps businesses save costs on support operations and increase customer retention.
  • Seamless Integration: The software seamlessly integrates with popular CRM and communication tools, enabling businesses to streamline their customer support processes and access all relevant information in one central location.
  • Personalized Support: TeamSupport allows businesses to tailor their support experience by creating custom ticket fields, setting up automated workflows, and offering self-service options, ensuring that customers receive personalized and efficient assistance.
  • Improved Customer Loyalty: By providing exceptional customer support experiences, TeamSupport helps businesses build strong relationships with their customers, leading to increased loyalty and repeat business.
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  • Lightning Console: Boost agent productivity and optimize team workflows with easy access to information, including knowledge base, customer profiles and subject matter experts via responsive and dynamic dashboards. 
  • Case Management: Help agents resolve cases faster by keeping them connected to answers, activities and intel while assigning issues to the most appropriate sales representative with an AI-powered routing system. 
  • Service Cloud Voice: Equip agents with better insights and tools through Einstein Intelligence for delivering world-class customer support. Simplify setup, purchasing and rollout of contact center telephony with Amazon Connect and Service Cloud Voice integration. Solve customer issues quickly with tools such as IVR, intelligent cloud telephony, CRM data and call routing and storage. 
  • Knowledge Base: Allow customers and agents to get answers through a suite of readily available knowledge bases and articles. Ensure the accuracy of content with robust incident management solutions and KCSv5 verified knowledge management. 
  • Service Process and Automation: Eliminate repetitive and manual chores by automating internal procedures and processes. Design a point-and-click interface to update and create call logs and records, send emails and launch workflows. 
  • Omnichannel Routing: Engage with customers through various support channels such as web, phone, email, mobile Live Agent chats, social media, community sites and video chats. Route cases from different channels to appropriate agents based on priority, complexity and the agent’s availability, capability and capacity.  
  • Telephony Integration: Lower handle times and boost customer satisfaction rates by knowing the history before receiving the call. Automatically log the notes taken during the chat and associate them with related details such as customer records. 
  • Social Customer Service: Manage customer responses and problems from social media platforms through Salesforce Social Studio and service cloud integration. Route social cases to the appropriate agents by using classifiers, language detection and keywords. 
  • Service Analytics: Help agents make informed decisions and offer personalized support to customers by accessing service cloud data and the latest trends and patterns discovered by Einstein. Stay ahead of business issues and concerns by identifying customer and product issues and churning risks with predictive insights. 
  • Visual Remote Assistant: Troubleshoot setbacks and user queries from anywhere through video call assistance along with screen sharing capabilities. Leverage AI-powered character recognition and stay connected even with low bandwidth and offline. 
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  • Integrations: Multiply efficiency with native help desk integrations. Integrate the product with solutions such as Microsoft Teams, Salesforce, Jira, Microsoft Dynamics, ServiceNow, Slack, Hubspot CRM, Ringcentral and more to minimize headaches and optimize workflows.  
  • Customer Management: Track all customer information and consolidate requests accordingly. Keep an eye on all the tickets and issues from a single view, run reports to identify which client is demanding the most. Add notes to a customer record to give everyone access to the same information. 
  • Customer Sentiment: Get real-time sentiment analysis through AI-powered technology and instantly gauge customer tone. Prioritize tickets according to customer response and create proactive support opportunities. 
  • Service Contacts/SLA’s: Define service agreement, block portal access and track support hours. Assign SLAs to customer product or product level. Pause, clone or attach SLA’s to products to limit customer downloads on the portal.  
  • Agent Rating: Allow customers to rate experiences with agents and get real-time insights into satisfaction levels. Spot trends and service issues, get immediate feedback, identify training or product development areas and get real-time metrics to enhance customer experience. 
  • Ticket Management: Link a support email address with the product and let the automated help desk take charge. Talk with customers via the conversation feature through the main interface without dealing with the email inbox again. Ensure tickets are routed or escalated to the right person or group and closed with completely flexible and customizable rules. 
  • Ticket Collision Prevention: Observe when someone else is watching the same ticket. Chat with other users over a case by clicking on the name. Update tickets automatically for everyone on the team. 
  • Visual Support Suite: Allow agents to upload images, share a webcam video recording and embed a screencast directly into a ticket so they can guide customers through performing tasks and fix a problem. 
  • Products and Inventory: Combine physical and digital inventory and product information with streamlining support and reduce duplicated effort. See which products customers have and track why they’re using it. Define all products and versions, consolidate the information required to provide exceptional customer service and associate products to tickets for easy product reporting and tracking. 
  • Customer Hub: Allow customers to create and view ticket statuses, read knowledge base content, chat with agents and search for answers to simple questions without bothering agents. 
  • Reporting and Analytics: Add a help desk report and move items to appear in the preferred order with simple drag-and-drop functionality. Hide/unhide series from the display and access listed tickets easily by clicking on the ticket link. 
  • Omnichannel Support: Boost customer satisfaction and first-time issue resolution rates by connecting with customers across any channel of their preference. Integrate all channels for a single view of customer records and interactions at one place, so client history is already on hand during the next call. 
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Product Ranking

#43

among all
Help Desk Software

#50

among all
Help Desk Software

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Analyst Rating Summary

80
82
75
100
60
50
67
92
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Mobile Capabilities
Platform Security
Team Collaboration
Live Chat Management
Agent Productivity
Platform Security
Platform Capabilities
Ticket Management
Dashboards and Reporting

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Salesforce Service Cloud
TeamSupport
+ Add Product + Add Product
Agent Productivity Call Center Management Dashboards And Reporting Email Management Live Chat Management Mobile Capabilities Platform Capabilities Team Collaboration Ticket Management 75 60 67 76 89 100 77 94 79 100 50 92 76 89 25 94 71 94 0 25 50 75 100
67%
0%
33%
100%
0%
0%
0%
100%
0%
0%
0%
100%
33%
50%
17%
83%
0%
17%
57%
29%
14%
71%
0%
29%
82%
0%
18%
91%
0%
9%
100%
0%
0%
20%
0%
80%
63%
21%
16%
92%
0%
8%
83%
0%
17%
50%
0%
50%
76%
0%
24%
94%
0%
6%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

74%
0%
26%
74%
0%
26%
89%
11%
0%
100%
0%
0%

User Sentiment Summary

Great User Sentiment 2232 reviews
Great User Sentiment 1715 reviews
83%
of users recommend this product

Salesforce Service Cloud has a 'great' User Satisfaction Rating of 83% when considering 2232 user reviews from 5 recognized software review sites.

89%
of users recommend this product

TeamSupport has a 'great' User Satisfaction Rating of 89% when considering 1715 user reviews from 3 recognized software review sites.

5.0 (12)
n/a
4.1 (1537)
4.4 (843)
n/a
4.5 (798)
4.4 (509)
n/a
4.5 (43)
n/a
3.9 (131)
4.1 (74)

Awards

SelectHub research analysts have evaluated Salesforce Service Cloud and concluded it earns best-in-class honors for Mobile Capabilities.

Mobile Capabilities Award

SelectHub research analysts have evaluated TeamSupport and concluded it earns best-in-class honors for Agent Productivity.

Agent Productivity Award

Synopsis of User Ratings and Reviews

Intuitive User Interface: Salesforce Service Cloud's user-friendly interface makes it easy for support agents to quickly find the information they need to resolve customer issues.
Comprehensive Case Management: The platform provides robust case management capabilities, allowing agents to track and manage customer cases efficiently, ensuring timely resolution.
Seamless Integration with Salesforce Ecosystem: As part of the Salesforce ecosystem, Service Cloud seamlessly integrates with other Salesforce products, such as Sales Cloud, Marketing Cloud, and Analytics Cloud, providing a unified view of customer interactions.
Robust Reporting and Analytics: Service Cloud offers advanced reporting and analytics capabilities, enabling businesses to gain insights into customer behavior, identify trends, and measure agent performance.
Customization and Flexibility: The platform's customizable features allow businesses to tailor the solution to their specific needs, creating a personalized experience for both agents and customers.
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Seamless Omnichannel Support: TeamSupport unifies all customer interactions from various channels, such as email, phone, chat, and social media, into a single, centralized platform, providing a comprehensive view of customer communications.
Automated Workflows: Its powerful automation capabilities streamline repetitive tasks, such as ticket assignment, status updates, and follow-ups, freeing up agents to focus on more complex issues and enhance productivity.
Robust Knowledge Base: TeamSupport allows businesses to create and maintain a comprehensive knowledge base that empowers customers to find answers to common questions independently, reducing support volume and improving customer satisfaction.
Detailed Reporting and Analytics: The platform provides insightful reports and analytics that enable businesses to track key performance indicators, identify areas for improvement, and make data-driven decisions to optimize their support operations.
Customizable Interface: TeamSupport offers a highly customizable interface that allows businesses to tailor the platform to their specific needs and branding, ensuring a seamless and consistent user experience for both agents and customers.
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Complexity: Salesforce Service Cloud is a comprehensive tool, but its complexity can be overwhelming for some users. The learning curve can be steep, and the user interface can be difficult to navigate.
Customization: While Salesforce Service Cloud is customizable, the process can be time-consuming and complex. Users may need to hire a consultant or developer to help them customize the software to meet their specific needs.
Cost: Salesforce Service Cloud is a paid software, and the cost can be a barrier for some businesses. The cost of the software depends on the number of users and the features that are needed.
Reporting: Salesforce Service Cloud provides a variety of reporting options, but some users find the reports to be difficult to understand. The reports can also be slow to generate, which can be frustrating for users who need to access information quickly.
Integration: Salesforce Service Cloud can be integrated with other software, but the process can be complex. Users may need to hire a consultant or developer to help them integrate the software with their other systems.
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Insufficient Automation: TeamSupport lacks robust automation features, making it difficult to streamline workflows and reduce manual tasks.
Limited Reporting and Analytics: The reporting and analytics capabilities are basic, hindering users from gaining insights into team performance and customer behavior.
Lack of Customization: TeamSupport offers limited customization options, restricting users from tailoring the software to meet their specific business needs.
Cluttered Interface: The user interface can be overwhelming and cluttered, making it challenging to navigate and find essential features.
Slow Response Times: Users have reported experiencing slow response times and technical issues, which can hinder productivity and customer satisfaction.
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Salesforce Service Cloud is widely praised for its user-friendly interface and seamless integration with other Salesforce products, which enables businesses to manage all customer interactions in one place. However, some users have reported occasional performance issues and limitations in customizing certain features, which can hinder the software's ability to fully adapt to specific business needs. Compared to similar products, Salesforce Service Cloud is often regarded as a more comprehensive solution, offering a wider range of features and functionalities. Its strengths lie in its robust reporting and analytics capabilities, which provide valuable insights into customer behavior and agent performance. Additionally, its mobile app allows for remote access and real-time updates, enhancing the flexibility of customer support operations. Salesforce Service Cloud is best suited for medium to large-sized businesses that require a comprehensive and scalable help desk solution. Its robust feature set, ease of use, and integration capabilities make it an ideal choice for organizations seeking to improve customer satisfaction and streamline their support processes.

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TeamSupport is a top-rated help desk software solution praised for its user-friendly interface, robust automation capabilities, and comprehensive reporting features. Many users find it superior to competitors due to its intuitive design, which streamlines workflows and reduces training time. Additionally, its advanced automation capabilities, such as ticket routing and escalation rules, free up agents to focus on more complex tasks. TeamSupport's reporting functionality provides valuable insights into team performance and customer satisfaction, enabling data-driven decision-making. TeamSupport's strengths include its ease of use, powerful automation, and in-depth reporting. These features make it an excellent choice for organizations looking to improve their customer support operations. However, it may not be the most suitable option for smaller teams or those with limited budgets due to its higher pricing compared to some competitors. Overall, TeamSupport is a feature-rich and user-friendly help desk software that can significantly enhance the efficiency and effectiveness of customer support teams.

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Screenshots

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