Compare KANA Enterprise, Salesforce Service Cloud, and Freshdesk
 KANA Enterprise 3.8 Based on 11 reviews |  Salesforce Service Cloud 4.1 Based on 1,463 reviews Optimized for quick response |  Freshdesk 4.4 Based on 1,996 reviews |
Pricing
| ‐ | Salesforce Service Essentials $ 25 USD Per user/month (billed annually) | Sprout Free for UNLIMITED agents | |
| ‐ | Lightning Professional $ 75 USD Per user/month (billed annually) | Blossom $19 / agent / month billed annually | |
| ‐ | Lightning Enterprise $ 150 USD Per user/month (billed annually) | Garden $35 / agent / month billed annually | |
| ‐ | Lightning Unlimited $ 300 USD Per user/month (billed annually) | Estate $49 / agent / month billed annually | |
| ‐ | ‐ | Forest $89 / agent / month billed annually | |
Free Trial | Free Trial | Free Trial |
Ratings
| Meets Requirements | 8.2 (Based on 11 reviews) | 8.6 (Based on 1,309 reviews) | 8.6 (Based on 1,856 reviews) |
| Ease of Use | 8.5 (Based on 11 reviews) | 8.2 (Based on 1,311 reviews) | 8.9 (Based on 1,866 reviews) |
| Ease of Setup | 6.8 (Based on 7 reviews) | 7.7 (Based on 574 reviews) | 8.7 (Based on 1,341 reviews) |
| Ease of Admin | 7.0 (Based on 7 reviews) | 8.1 (Based on 580 reviews) | 8.8 (Based on 1,375 reviews) |
| Quality of Support | 7.8 (Based on 8 reviews) | 8.2 (Based on 1,153 reviews) | 9.0 (Based on 1,801 reviews) |
| Ease of Doing Business With | 7.0 (Based on 5 reviews) | 8.5 (Based on 564 reviews) | 9.0 (Based on 1,309 reviews) |
| Product Direction (% positive) | 7.1 (Based on 11 reviews) | 8.0 (Based on 1,291 reviews) | 8.8 (Based on 1,851 reviews) |
Features
Reviewers' Company Size
Small-Business (50 or fewer emp.) | 0.0% | 25.4% | 53.6% |
Mid-Market (51-1000 emp.) | 10.0% | 41.1% | 35.6% |
Enterprise (> 1000 emp.) | 90.0% | 33.5% | 10.7% |
Reviewers' Industry
Information Technology and Services 18.8% | Information Technology and Services 14.6% | Information Technology and Services 20.6% | |
Telecommunications 12.5% | Computer Software 14.6% | Computer Software 14.2% | |
Retail 12.5% | Internet 8.3% | Internet 5.9% | |
Outsourcing/Offshoring 12.5% | Hospital & Health Care 3.7% | Education Management 3.7% | |
Insurance 12.5% | Financial Services 3.4% | E-Learning 3.5% | |
Other 31.3% | Other 55.5% | Other 52.2% |
Reviews
| Most Helpful Favorable Review | Joshua P. K. Administrator in Consumer Electronics Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily... | G2 Crowd User in Online Media Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party... | Clyde C. User in Music Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier... |
| Most Helpful Critical Review | G2 Crowd User in Financial Services The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once. | G2 Crowd User in Electrical/Electronic Manufacturing Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup | Ted F. Administrator in Mining & Metals They do not offer a WYSIWYG editor globally. |
