3 Ratings
Top Rated
237 Ratings
3 Ratings
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Score 8 out of 100
Top Rated
237 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Feature Set Ratings

  • Oracle Service ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

7.5

Chat2Desk

75%
8.2

Oracle Service

82%
Oracle Service ranks higher in 5/6 features

Organize and prioritize service tickets

8.0
80%
1 Rating
8.7
87%
74 Ratings

Expert directory

7.0
70%
1 Rating
8.2
82%
55 Ratings

Subscription-based notifications

9.0
90%
1 Rating
8.4
84%
58 Ratings

ITSM collaboration and documentation

7.0
70%
1 Rating
7.3
73%
52 Ratings

Ticket creation and submission

8.0
80%
1 Rating
8.3
83%
75 Ratings

Ticket response

6.0
60%
1 Rating
8.2
82%
75 Ratings

Self Help Community

8.0

Chat2Desk

80%
8.1

Oracle Service

81%
Oracle Service ranks higher in 2/2 features

External knowledge base

8.0
80%
1 Rating
8.1
81%
67 Ratings

Internal knowledge base

8.0
80%
1 Rating
8.1
81%
76 Ratings

Multi-Channel Help

8.0

Chat2Desk

80%
8.1

Oracle Service

81%
Oracle Service ranks higher in 3/5 features

Customer portal

8.0
80%
1 Rating
8.5
85%
71 Ratings

IVR

9.0
90%
1 Rating
7.7
77%
37 Ratings

Social integration

8.0
80%
1 Rating
6.7
67%
48 Ratings

Email support

8.0
80%
1 Rating
8.6
86%
76 Ratings

Help Desk CRM integration

7.0
70%
1 Rating
8.8
88%
56 Ratings

Attribute Ratings

  • Oracle Service is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.0

Chat2Desk

80%
1 Rating
8.2

Oracle Service

82%
89 Ratings

Likelihood to Renew

Chat2Desk

N/A
0 Ratings
10.0

Oracle Service

100%
9 Ratings

Usability

Chat2Desk

N/A
0 Ratings
10.0

Oracle Service

100%
5 Ratings

Availability

Chat2Desk

N/A
0 Ratings
10.0

Oracle Service

100%
2 Ratings

Performance

Chat2Desk

N/A
0 Ratings
9.0

Oracle Service

90%
2 Ratings

Support Rating

Chat2Desk

N/A
0 Ratings
10.0

Oracle Service

100%
13 Ratings

In-Person Training

Chat2Desk

N/A
0 Ratings
9.0

Oracle Service

90%
1 Rating

Implementation Rating

Chat2Desk

N/A
0 Ratings
9.0

Oracle Service

90%
8 Ratings

Configurability

Chat2Desk

N/A
0 Ratings
9.0

Oracle Service

90%
1 Rating

Ease of integration

Chat2Desk

N/A
0 Ratings
7.8

Oracle Service

78%
11 Ratings

Product Scalability

Chat2Desk

N/A
0 Ratings
10.0

Oracle Service

100%
1 Rating

Likelihood to Recommend

Chat2Desk

It is one of the best tools which links messenger on the desk application for easy interaction with customers and sort out their issues or queries. It is highly successful and helpful for small and mid-size firms to handle after-sales service. We have deployed the application one year ago and it has improved our efficiency
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Oracle

Oracle Service [(formerly Oracle Service Cloud)] is well suited for cross-channel contact center service which includes live chats, virtual assistants, email support and case management. It has a social tool that keeps tabs on your customer interactions within your social media platforms and your website. You can provide your customers with a knowledge base for self-service with information that they need by posting content and resources.
Read full review

Pros

Chat2Desk

  • It is easy to use and the interface is simple
  • Any Messenger user can easily adapt to it
  • Helpful in easy interaction with customers throughout the day
Read full review

Oracle

  • Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
  • Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
  • Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
  • Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.
Read full review

Cons

Chat2Desk

  • It lags at times and needs an update on the application
  • Customer support is not so good and requires some improvement. I required it once only but had to chase so many times to get in touch.
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Oracle

  • This is only an occasional, user problem; when searching for specific records, at times we receive an error that the maximum size has been exceeded and therefore does not yield any results. This is particularly frustrating when trying to search for a specific street address across several years.
  • I found OPA challenging to use.
Read full review

Pricing Details

Chat2Desk

Starting Price

$0

Editions & Modules

Chat2Desk editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Oracle Service

    Starting Price

    Editions & Modules

    Oracle Service editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Chat2Desk

      No answers on this topic

      Oracle

      Although RightNow is extremely flexible, the flexibility comes with a price. It is often not intuitive which settings you need to change (and under which menus these setting are buried) to enable the system to do what you want. Also, sometimes the system can do things you need, but you don't initially realize it. When RightNow sells a system to a new customer, I think it should come with X hours of consulting time with a RightNow expert. The customer should be able to consult with this expert over the next year to get advice concerning how to configure the system to achieve desired needs. Often RightNow Support would just answer "no" when I asked if I could do something, but then I would find another way to achieve my goals after talking with other companies using RightNow.
      Read full review

      Usability

      Chat2Desk

      No answers on this topic

      Oracle

      The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.
      Read full review

      Reliability and Availability

      Chat2Desk

      No answers on this topic

      Oracle

      We have never had issues with downtime or it not being available. Upgrades and maintenance also happens in weekends or at night.
      Read full review

      Performance

      Chat2Desk

      No answers on this topic

      Oracle

      We use a lot of tabs and fields on our incident workspace, which should slow the system down, but it's still quite fast, and we continue to optimize whatever is possible.
      Read full review

      Support Rating

      Chat2Desk

      No answers on this topic

      Oracle

      The vendor offers customer support to users who maybe stuck in usage of the platform in a number of options and this ensures that one does not get frustrated at all in using the platform. This enhances the trust held by the clients concerning Oracle CX Service [(formerly Oracle Service Cloud)].
      Read full review

      In-Person Training

      Chat2Desk

      No answers on this topic

      Oracle

      Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along. Later on we started exploring by our selves.
      Read full review

      Implementation Rating

      Chat2Desk

      No answers on this topic

      Oracle

      Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it
      Read full review

      Alternatives Considered

      Chat2Desk

      No answers on this topic

      Oracle

      TCS' customers who also selected Oracle Service Cloud over Salesforce Service Cloud and GE's ServiceMax in the Mfg. vertical in which I work, did so because of the robust ability of Oracle Service Cloud and its APIs to integrate with other value-add solutions for manufacturers such as IoT applications, Big Data Analytics, and Field Service applications.
      Read full review

      Scalability

      Chat2Desk

      No answers on this topic

      Oracle

      We have never had any down time, slowness or anything. Any error or instability that has occurrred has so far has been caused by user errors.
      Read full review

      Return on Investment

      Chat2Desk

      • It has improved our interaction with out customers.
      • Many clients can be managed easily without anyone getting missed from our records
      Read full review

      Oracle

      • We have an internal chargeback for servers and we anticipate that the cloud will save us some money or be cost neutral for us.
      • We plan to see a reduction in the need for data center staff and server provisioning as we move more environments to the cloud.
      • We are now responsible for our own destiny with the ability to ramp up and down our servers based on need. We can also monitor our costs more closely with the metered service and turn off the environments when we are not using them.
      Read full review

      Screenshots

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