47 Ratings
Top Rated
237 Ratings
47 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 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

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

Incident and problem management

9.8

Help Scout

98%
8.2

Oracle Service

82%
Help Scout ranks higher in 4/6 features

Organize and prioritize service tickets

9.1
91%
17 Ratings
8.7
87%
74 Ratings

Subscription-based notifications

10.0
100%
10 Ratings
8.4
84%
58 Ratings

Ticket creation and submission

10.0
100%
16 Ratings
8.3
83%
75 Ratings

Ticket response

10.0
100%
17 Ratings
8.2
82%
75 Ratings

Expert directory

N/A
0 Ratings
8.2
82%
55 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
7.3
73%
52 Ratings

Self Help Community

8.5

Help Scout

85%
8.1

Oracle Service

81%
Help Scout ranks higher in 1/2 features

External knowledge base

9.0
90%
15 Ratings
8.1
81%
67 Ratings

Internal knowledge base

8.0
80%
14 Ratings
8.1
81%
76 Ratings

Multi-Channel Help

8.2

Help Scout

82%
8.1

Oracle Service

81%
Oracle Service ranks higher in 4/5 features

Email support

10.0
100%
17 Ratings
8.6
86%
76 Ratings

Help Desk CRM integration

6.5
65%
10 Ratings
8.8
88%
56 Ratings

Customer portal

N/A
0 Ratings
8.4
84%
71 Ratings

IVR

N/A
0 Ratings
7.7
77%
37 Ratings

Social integration

N/A
0 Ratings
6.7
67%
48 Ratings

Attribute Ratings

  • Help Scout is rated higher in 1 area: Likelihood to Recommend
  • Oracle Service is rated higher in 2 areas: Likelihood to Renew, Usability

Likelihood to Recommend

9.4

Help Scout

94%
17 Ratings
8.2

Oracle Service

82%
89 Ratings

Likelihood to Renew

7.0

Help Scout

70%
1 Rating
10.0

Oracle Service

100%
9 Ratings

Usability

9.0

Help Scout

90%
1 Rating
10.0

Oracle Service

100%
5 Ratings

Availability

Help Scout

N/A
0 Ratings
10.0

Oracle Service

100%
2 Ratings

Performance

Help Scout

N/A
0 Ratings
9.0

Oracle Service

90%
2 Ratings

Support Rating

Help Scout

N/A
0 Ratings
10.0

Oracle Service

100%
13 Ratings

In-Person Training

Help Scout

N/A
0 Ratings
9.0

Oracle Service

90%
1 Rating

Implementation Rating

Help Scout

N/A
0 Ratings
9.0

Oracle Service

90%
8 Ratings

Configurability

Help Scout

N/A
0 Ratings
9.0

Oracle Service

90%
1 Rating

Ease of integration

Help Scout

N/A
0 Ratings
7.8

Oracle Service

78%
11 Ratings

Product Scalability

Help Scout

N/A
0 Ratings
10.0

Oracle Service

100%
1 Rating

Likelihood to Recommend

Help Scout

Help Scout gets major brownie points for "eating their own dog food." They are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that, I love how Help Scout delivers a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact, they believe they are emailing directly with me. Transactions are fast and lightweight, there are not as many bells and whistles to complicate the process and slow down the support workflow.
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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

Help Scout

  • The interface is extremely good. It's fast, it's smart and it's easy to use. In one week we dominated it completely, with every function. It's very intuitive, which helped us onboard the hole team very quickly.
  • Tagging and in general organizing tickets. It's easy and visible
  • Workflows (or automatic triggers) have MANY options and you can get very efficient by using them
  • Their support is very good and effective
  • Docs (FAQ manager) is easy to setup and maintain. It is well linked with the other parts of HS, like answering emails or chat
  • Chat is new to us (with Beacon) but so far is working fine. It's in beta and needs more features, but I'm sure they're on it
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.
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Cons

Help Scout

  • It is a bit slow sometimes, but not very often.
  • I've noticed more network errors with their server in the past year.
  • Small annoyance - they use a lot of lightbox popups and if you click outside the box all of your work is lost.
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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.
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Pricing Details

Help Scout

Starting Price

$0

Editions & Modules

Help Scout editions and modules pricing
EditionModules
Standard201
Plus352
CompanyContact sales team3

Footnotes

  1. per user/per month
  2. per user/per month
  3. none

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

    Help Scout

    We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
    Read full review

    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

    Help Scout

    It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
    Read full review

    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

    Help Scout

    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

    Help Scout

    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

    Help Scout

    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

    Help Scout

    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

    Help Scout

    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

    Help Scout

    Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
    Read full review

    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

    Help Scout

    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

    Help Scout

    • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
    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

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