What users are saying about
45 Ratings
Top Rated
326 Ratings
45 Ratings
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Score 8.4 out of 100
Top Rated
326 Ratings
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Score 8.4 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

9.7

Help Scout

97%
7.6

Salesforce Service Cloud

76%
Help Scout ranks higher in 4/6 features

Organize and prioritize service tickets

8.8
88%
17 Ratings
8.3
83%
55 Ratings

Subscription-based notifications

10.0
100%
10 Ratings
7.1
71%
47 Ratings

Ticket creation and submission

10.0
100%
16 Ratings
8.0
80%
56 Ratings

Ticket response

10.0
100%
17 Ratings
8.0
80%
55 Ratings

Expert directory

N/A
0 Ratings
7.1
71%
40 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
7.2
72%
42 Ratings

Self Help Community

8.5

Help Scout

85%
7.1

Salesforce Service Cloud

71%
Help Scout ranks higher in 2/2 features

External knowledge base

9.0
90%
15 Ratings
6.8
68%
46 Ratings

Internal knowledge base

8.0
80%
14 Ratings
7.3
73%
51 Ratings

Multi-Channel Help

8.2

Help Scout

82%
7.7

Salesforce Service Cloud

77%
Salesforce Service Cloud ranks higher in 4/5 features

Email support

10.0
100%
17 Ratings
8.1
81%
56 Ratings

Help Desk CRM integration

6.5
65%
10 Ratings
8.1
81%
49 Ratings

Customer portal

N/A
0 Ratings
7.4
74%
39 Ratings

IVR

N/A
0 Ratings
7.3
73%
25 Ratings

Social integration

N/A
0 Ratings
7.9
79%
34 Ratings

Attribute Ratings

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

Likelihood to Recommend

9.2

Help Scout

92%
17 Ratings
8.1

Salesforce Service Cloud

81%
62 Ratings

Likelihood to Renew

7.0

Help Scout

70%
1 Rating
9.6

Salesforce Service Cloud

96%
4 Ratings

Usability

9.0

Help Scout

90%
1 Rating
8.4

Salesforce Service Cloud

84%
11 Ratings

Availability

Help Scout

N/A
0 Ratings
8.7

Salesforce Service Cloud

87%
7 Ratings

Performance

Help Scout

N/A
0 Ratings
8.6

Salesforce Service Cloud

86%
7 Ratings

Support Rating

Help Scout

N/A
0 Ratings
7.4

Salesforce Service Cloud

74%
29 Ratings

Online Training

Help Scout

N/A
0 Ratings
9.0

Salesforce Service Cloud

90%
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.
Hammad Bin Idrees | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Gordon Dalgleish | TrustRadius Reviewer

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 | TrustRadius Reviewer

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | TrustRadius Reviewer

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.
Padraic Ryan | TrustRadius Reviewer

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Anonymous | TrustRadius Reviewer

Pricing Details

Help Scout

General

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

Starting Price

$0

Help Scout Editions & Modules

Edition
Standard$201
Plus$351
CompanyContact sales team
  1. per user/per month
  2. none
Additional Pricing Details

Salesforce Service Cloud

General

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

Starting Price

$65 per month

Salesforce Service Cloud Editions & Modules

Additional Pricing Details

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.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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 :)
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Help Scout

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

Performance

Help Scout

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

Support Rating

Help Scout

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 7.4
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Salesforce Service Cloud

  • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
  • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
  • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
Anonymous | TrustRadius Reviewer

Screenshots

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