What users are saying about
31 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
225 Ratings
31 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.9 out of 101

Salesforce Service Cloud

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
225 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.6 out of 101

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.
Hammad Bin Idrees profile photo

Salesforce Service Cloud

If you are a growing company that uses Salesforce as your source of truth, Service Cloud is a great option to keep Support cases available in one place and to report on the account level. It's also great for Support teams that are tiered, as you can create various tiers to ensure cases are assigned to to appropriate representative. For example, we have a rep who only handles enterprise accounts. These are automatically assigned to her upon case submission
No photo available

Feature Rating Comparison

Incident and problem management

Help Scout
8.4
Salesforce Service Cloud
8.7
Organize and prioritize service tickets
Help Scout
8.2
Salesforce Service Cloud
8.8
Subscription-based notifications
Help Scout
7.6
Salesforce Service Cloud
8.4
Ticket creation and submission
Help Scout
9.4
Salesforce Service Cloud
9.1
Ticket response
Help Scout
8.6
Salesforce Service Cloud
9.0
Expert directory
Help Scout
Salesforce Service Cloud
8.0
ITSM collaboration and documentation
Help Scout
Salesforce Service Cloud
8.7

Self Help Community

Help Scout
8.1
Salesforce Service Cloud
8.8
External knowledge base
Help Scout
8.4
Salesforce Service Cloud
9.0
Internal knowledge base
Help Scout
7.8
Salesforce Service Cloud
8.6

Multi-Channel Help

Help Scout
8.2
Salesforce Service Cloud
8.7
Email support
Help Scout
8.6
Salesforce Service Cloud
8.9
Help Desk CRM integration
Help Scout
7.8
Salesforce Service Cloud
8.6
Customer portal
Help Scout
Salesforce Service Cloud
8.8
IVR
Help Scout
Salesforce Service Cloud
8.5
Social integration
Help Scout
Salesforce Service Cloud
8.9

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
Santiago Valdés profile photo

Salesforce Service Cloud

  • Salesforce Service Cloud is a highly customizable CRM that can keep track of your support activities and give high visibility to these activities.
  • Salesforce Service Cloud easily allows for automating business processes and solutions which gained us hours of efficiency.
  • Salesforce Service Cloud is top notch when it comes to agile development where we need quick and easy enhancements and deploying new functionalities in a timely manner.
No photo available

Cons

Help Scout

  • There are only 2 levels of organization in the docs sites. We cannot group the content into any more subfolder layers.
  • Much of the fancy targeting in Beacon is based solely off of URLs which doesn't work for us as a single page application.
  • The paging in lists of tickets isn't the most efficient. An infinite scroll would be much easier to work when you have a bunch of active tickets.
No photo available

Salesforce Service Cloud

  • Reporting could be a bit more flexible. For some data we need to export to Excel and run formulas.
  • Needs better phone system (Shoretel) integration. The app exchange app from Shoretel is very buggy and not well supported. It would be nice to have a Salesforce-owned solution with proper support.
  • Out of the box customer surveying would be great for insight into our service levels. We use an app to generate surveys but its costly and this could be a standard feature in Service Cloud.
No photo available

Likelihood to Renew

Help Scout

Help Scout 7.0
Based on 1 answer
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.
No photo available

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
No photo available

Usability

Help Scout

Help Scout 9.0
Based on 1 answer
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 :)
No photo available

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction
Jeff Grosse profile photo

Support

Help Scout

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 4.0
Based on 2 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
No photo available

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.
Amanda Elias profile photo

Salesforce Service Cloud

Service Cloud was a good choice for us vs. the other tools primarily for the seamless integration with all the other functionality in SFDC and the easy customization it allows. While ServiceNow has similar capability, we had to build an integration to SFDC during the time we used it, which was a lot of work to setup and was prone to failure.
No photo available

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.
Leigh Malamphy profile photo

Salesforce Service Cloud

  • Positive: We are able to track the time it takes to close tickets and identify agents who are slower than others for additional training.
  • Positive: We are able to report on tickets submitted based on type and department - it's nice seeing that 80% of the tickets coming in from the Iowa region are focused around teller issues; while 80% of the Dallas based region are more around printer issues.
  • Negative: We have to adjust our reports to remove any spam-type or bounced-type emails from our reporting, as EVERY email that comes in creates that new ticket. (But also good for us to see what kind of emails are coming into an "internal" email address).
Jessie Mead profile photo

Pricing Details

Help Scout

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Salesforce Service Cloud

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Add comparison