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Recommended
Sharilee G.
Director
Education Management, 1-10 employees
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Sharilee: Hi, my name is Sharilee and I am the director of a prevention coalition. Everything that we...
Matthew B.
Digital Engagement Officer
Religious Institutions, 51-200 employees
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Matthew: Hi, I'm Matthew. I'm a digital engagement officer and I give Salesforce Essentials a four out...
Gurvinder K.
Information Technology and Services, 501-1,000 employees
Used daily for 1-2 years
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It has a capacity to fulfill customize requirements. Good tool for buisnesses that offers best CRM program. Good for connecting potential customers. Can be integrate with onother system and software.
Some limitations like good for large or mid size buisnesses not for small. Little pricey too.
Ernest J.
Information Technology and Services, 1-10 employees
Used monthly for 6-12 months
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I stopped using because I could never understand how to fully set up the system. Salesforce referred a 3rd party developer to set up system, they wanted $28,000 to set up system. Kinda shady.
Nice interface, lots of features. I never understood the system enough to offer more Pros.
Only for Mid-Large - Large Business. Salesforce is not for small business, because it is cost prohibitive. Salesforce nickel and dimes for everything, including an unethical override for their CPQ billing. I am stuck in a contract and still paying for Essentials. However, it was much more economical to use another CRM/Subscription Management System and pay Salesforce until my contact is over.
Chance M.
Financial Services, 1,001-5,000 employees
Used daily for 6-12 months
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The best advice that I can give to a company considering purchasing Salesforce's Desk.com is to document every single expectation and need regarding a CRM tool. Do not assume any functionality exists, regardless of how simple and standard that functionality may seem. There are definitely features and functionalities that the average person might expect any modern system to offer which it does not. Examples: List...
Simple UI Simple workflow building and management
Extremely limited in its capabilities Desk Support reps are not thorough when reading emails ETA's on fixes/patches pushed back for months
Carlos Fernando M.
Marketing and Advertising, 201-500 employees
Used daily for 1-2 years
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It has been adequate. It's covered our needs well for what it is used.
You get a ton of Salesforce features, Pro is better, but not everyone can justify the need for pro, or afford it.
It's not Salesforce, and it tells you in so many ways, and reminds you all the time.
Verified reviewer
Internet, 51-200 employees
Used daily for 1-2 years
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I found this software very useful to our support team. It also integrated well with the regular Salesforce.
We use desk.com for all support interactions. It was priceless for the support team to be able to route support requests to support members, and keep track of all interactions for each client to spot issues with our support team, or issues with the client being too much of a drain on our support resources. The statistics are neat too. We had some healthy competition with some of the support stats (how many emails, calls taken, etc.) Being able to see how many positive rated interactions was the ultimate statistic to have. Their API is essential to integrating notes and other issues into 3rd party solutions.
This had a learning curve. They were also going through completely switching the UI at the time, so having a beta was nice, but some features were only available in the classic interface. The new one is much better and pleasing to the eyes.
Gerson Daniel C.
1,001-5,000 employees
Used daily for 2+ years
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We got to have our email's interaction (with our customers) well organized. We can get through our data to send monthly reports with no problems.
It is very user friendly. My team mates and I can navigate through our system with no complications.
Not getting a pop-up message (notifications) w/o an additional feature is probably what I like least about Desk.com.
Jeremy M.
Nonprofit Organization Management, 11-50 employees
Used daily for 2+ years
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It is critical for our organization.
We have salesforce for NON profits and we love keeping track of all of our fellowship members
Sometimes merging customers that were in the software twice mistakenly can be hard.
Verified reviewer
Insurance, 10,001+ employees
Used daily for 2+ years
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Salesforce Essentials is easy to use & user friendly. Our team has really enjoyed the ability to search/filter our leads.
Salesforce customer service can be hard to reach & get direct answers from.
Anish s.
Education Management, 5,001-10,000 employees
Used daily for 1-2 years
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salesforce software is very good to record the details and to check the activities as well
sometimes in between it gets slow while using ,but sometimes
Bailey J.
Sports, 51-200 employees
Used weekly for 2+ years
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I like that it's a way for the whole office to stay on the same page. I appreciate the fact that it can integrate all of the email addresses that we use. Especially helpful when working remote.
After using other software systems from SalesForce this one was a let down. The price didn't seem that much more appealing for the awesome features it leaves out.
April J.
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We'd migrated from Zendesk, which is a system I will never ever have complaints about again after using Desk. As for some of the things I couldn't deal with: #1, and most egregious limitation: Only one agent can be working on a ticket at a time, and there's no way to kick out that other agent. Someone opens a ticket, then goes to lunch? Guess that customer isn't getting a response for the next...
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Verified reviewer
Financial Services, 51-200 employees
Used daily for 1-2 years
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Desk is extremely customizable. We have a bunch of different inbound emails that automatically tag and assign tickets which saves us a lot of time. You can set up almost any combination of rules for inbound tickets to make sure your most important customers get prioritized and the right people get assigned to help. Desk also has an API that you can use to build a help center experience on top of their platform. We use it internally for bug reporting and feature requesting and our portal creates tickets right in desk.
Desk isn't very user friendly. Once it's set up it's works really well but it takes a lot of time to learn all the nuances of the configuration. The analytics have issues. Some of the metrics like last log in will show that I last logged in a month ago when I've logged in every day and am in fact logged in at the time. We don't use the metrics but if your customer service department relies on them that could be problematic.
Kelly D.
Consumer Goods, 201-500 employees
Used weekly for 1-2 years
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We use Salesforce in order to keep track of all leads, opportunites, converted clients at all steps of the sales funnel and store all contact information. If you want to reconnect with a lead that dried up 6 months ago, you have all the information and can do that as well as see where things were last left off with them. It is the ultimate sales database.
Salesforce is great for keeping track of leads, opportunities, tasks, contacts, and more. It is the best way to keep track of info, documents, phone calls, etc for these people/businesses at any stage of the sales funnel. Due to its detailed nature, it makes it easy to categorize these things and also create weekly reports for updates. I am looking forward to taking some of the free Salesforce courses just so I can take advantage of some of the functions that I still don't even know how to use for their full benefits.
Salesforce can be overwhelming when first starting to use it. There is a lot of information everywhere and the pages feel very "busy" when you aren't sure where to find something. The more you use Salesforce, the easier this gets, but for new users there can be a learning period.
Shannon R.
Utilities, 501-1,000 employees
Used daily for 1-2 years
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The product is very easy to use. Very self explanatory. It will not allow you to do something your not suppose to do. Basically a guideline throughout the program
There are some work arounds that should be updated by now. That makes for a longer process
Verified reviewer
Marketing and Advertising, 10,001+ employees
Used daily for 2+ years
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Overall, its great ! I would be open to try other ticketing systems
The employee facing is great - you wouldn't even know its SalesForce ! However, the adminitration view is old looking and not really cute. A part from that though, its a great ticketing system, i wouldn't say its the best (but i don't know that many more)
Again, the beauty of the administrative site. I also think that the knowledge articles are very hard to work with and its not really clear when they're published or in draft.
Verified reviewer
Internet, 11-50 employees
Used daily for 2+ years
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Extremely easy to use and I was able to set ip up in minutes. I was pleasantly surprised by the accuracy of data SalesForceIQ automatically pulled from my address book. It automatically updates so that my team and I can collaborate easier. We mostly use the mobile version as it is great for on the go and when we are at conferences and shows.
One huge setback is that SalesForceIQ does not support GDPR which is pivotal to our business.
George V.
Entertainment, 51-200 employees
Used daily for 2+ years
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Easy to use/setup CRM tool for the team, we have customised the tool as per our product requirements, the ability to use mass action & less pricing as well.
Few features stand out - like the advance search option, mass actions, easy export, their helpful & courteous support team, lesser pricing than Zendesk, doesn't have bloat like zendesk.
Reports are still a step behind, lack of integration of certain apps(limited apps) that helps in workflow
Dwight m.
Transportation/Trucking/Railroad, 51-200 employees
Used daily for 2+ years
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Great tool for any account manager to have success
I really love the way the CRM is set up to keep you organized as you are doing account management/reporting. I would probably say my favorite feature is the reporting.
Honestly, i would say none. What I will say I do like the lighting experience as opposed to the classic set up.
Verified reviewer
Business Supplies and Equipment, 10,001+ employees
Used daily for 2+ years
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Everything is contained in one spot. I have the ability to manage my pipeline, create my calendar and add new contacts.
Not all the same functions exist on the ap that exist on the desk top feature. Also, you cannot run excel reports out of Salesforce
Nasir Q.
Insurance, 10,001+ employees
Used daily for 2+ years
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most comprehensive crm out there pretty much has solution for any business problem easy to scale and develop
learning curve expensive licensing need some sophostication in customization license per user and has some limits of what u csn do overall
Paul S.
Machinery, 1,001-5,000 employees
Used weekly for 2+ years
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Salesforce allows our whole business to be connected. Salespeople out in the field are able to quickly access customer information, and that can be tied all the way to special design tasks in engineering meant to address a particular customer need.
The best part of Salesforce is how you can easily organize and report on various metrics. The whole system was designed to keep track of every transaction.
My biggest issue with Salesforce is that it is so big. It feels like it can do so much more than we ask it to, and it sometimes seems like overkill for our application.
Melinda W.
Consumer Services, 201-500 employees
Used daily for 1-2 years
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This eliminated the need for spreadsheets and works great for a medium team!
This makes the teams more functional and your group can follow up on leads and identify what contacts are a sure sell. I love the way you can customize it and it automates every things so great from emails to calls its great.
Runs a little slow at times. Sometimes freezes.
Sharilee G.
Education Management, 1-10 employees
Used daily for 1-2 years
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We have enjoyed SalesForce for the task list. Everything else we are still working on being able to use.
We mostly use it for the task list. We still have a LOT to figure out.
Learning curve is wild. I also wish it would integrate with my business email instead of requiring a gmail account
Lester M.
Used daily for 1-2 years
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When you have an interaction with the Client you receive an email, that help you a lot because your answer to the client at the same time they sent you the message
The way it use the the replies to the customers it's amazing, it is clear and the actions are correct. You have your inbox when you have the interaction with the client.
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Philip D.
Used daily for 1-2 years
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Amazingly robust product. Can do almost anything we could imagine. The best program I have found for managing sales.
However, not the most intuitive system. Need professional technological know-how to implement properly.