Software · head to head
Freshworks Customer Service Suite vs Salesforce Service Cloud
Freshworks Customer Service Suite
Software
Unified customer service powered by AI
- From
- Free
- Rated
- -
Salesforce Service Cloud
Software
Customer service software that powers loyalty
- From
- $25/month
- Rated
- -
The short version
- Only Freshworks Customer Service Suite has a free tier, so it costs nothing to try first.
- Each has a real cost: Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams; Salesforce Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers
- They diverge on capability: Freshworks Customer Service Suite covers Unified inbox, Salesforce Service Cloud covers Case management.
Where they differ
Only the attributes on which Freshworks Customer Service Suite and Salesforce Service Cloud actually diverge.
| Attribute | Freshworks Customer Service Suite | Salesforce Service Cloud |
|---|---|---|
| Starting price | Free | $25/month |
| Pricing model | Unknown | subscription |
| Free tier | Yes | No |
| Platforms | Web, Mobile (iOS, Android) | Web, Ios, Android |
| Founded | 2010 | 1999 |
Identical on both: user rating (Not yet rated), category (Unknown).
What each one covers
Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.
Only in Freshworks Customer Service Suite
- Unified inbox
- AI-powered chatbot
- Ticketing system
- Self-service portal
- Automation
- Microsoft Teams
- Salesforce
- Shopify
Only in Salesforce Service Cloud
- Case management
- Omnichannel routing
- AI-powered bots
- Field service
- Self-service
- Salesforce CRM
- MuleSoft
- Tableau
Both cover
- Analytics
- Slack
- SOC2
- ISO27001
- HIPAA
- Web support
- Ios support
- Android support
What people use each for
The jobs each tool is most often brought in to do.
Freshworks Customer Service Suite
- Customer supportnot Salesforce Service Cloud
- Help desknot Salesforce Service Cloud
- Self-servicenot Salesforce Service Cloud
Salesforce Service Cloud
- Enterprise customer servicenot Freshworks Customer Service Suite
- Field servicenot Freshworks Customer Service Suite
- Self-service portalsnot Freshworks Customer Service Suite
- AI-powered supportnot Freshworks Customer Service Suite
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
Freshworks Customer Service Suite
- Separate products for support, chat, and CRM create context fragmentation between teams
- Add-ons and renewal uplifts typically increase real costs 30-50% above published pricing
- Customization beyond default configurations requires significant training and consulting fees
Salesforce Service Cloud
- The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers
Pricing, plan by plan
Freshworks Customer Service Suite
FreeNo published plan breakdown. See the Freshworks Customer Service Suite review.
Salesforce Service Cloud
$25/month- Essentials$25/month
- Case management
- Knowledge base
- Web & email support
- Professional$80/month
- CTI
- Omni-channel routing
- Custom reports
- Enterprise$165/month
- Web API
- Einstein AI
- Workflow automation
- Unlimited$330/month
- 24/7 support
- Configuration services
- Premier success
Which should you pick?
Choose Freshworks Customer Service Suite if
- You need unified inbox.
- You want to start without paying.
- You work on Web, Mobile (iOS, Android).
- You also want ai-powered chatbot.
Choose Salesforce Service Cloud if
- You need case management.
- You work on Web, Ios, Android.
- You also want omnichannel routing.
Questions people ask
- Is Freshworks Customer Service Suite or Salesforce Service Cloud better?
- Neither clearly leads. Freshworks Customer Service Suite starts at Free and Salesforce Service Cloud at $25/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Freshworks Customer Service Suite or Salesforce Service Cloud?
- Freshworks Customer Service Suite has a free tier; the other does not. Paid plans start at Free for Freshworks Customer Service Suite and $25/month for Salesforce Service Cloud.
- Does Freshworks Customer Service Suite or Salesforce Service Cloud run on more platforms?
- Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). Salesforce Service Cloud runs on Web, Ios, Android.
- Can I use Freshworks Customer Service Suite for free?
- Yes. Freshworks Customer Service Suite has a free tier, so you can try it without paying. Salesforce Service Cloud starts at $25/month.
- What is Freshworks Customer Service Suite best used for?
- Freshworks Customer Service Suite is most often used for customer support, help desk, self-service. Of those, customer support and help desk are not what Salesforce Service Cloud is typically brought in for.
- What can Freshworks Customer Service Suite do that Salesforce Service Cloud cannot?
- Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Both handle Analytics, Slack, SOC2, ISO27001.
Answered from the vendors’ own pages
Freshworks Customer Service Suite: What products are included in Freshworks Customer Service Suite?
The suite includes Freshdesk for support ticketing, Freshchat for live chat and messaging, and Freshsales for CRM. Pricing varies per product based on features and user count.
SourceFreshworks Customer Service Suite: Does Freshworks offer a free tier?
Yes. Freshdesk offers a free plan for 1-2 agents for 6 months. Paid plans start at $19/agent/month for Growth tier.
SourceFreshworks Customer Service Suite: Does Freshworks integrate with Slack?
Yes. Freshworks offers official Slack integration via the Freshdesk and Freshservice Slack apps, enabling ticket creation, notifications, and agent messaging directly in Slack.
Source