Help Scout vs Salesforce Service Cloud

• 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

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• Super fast set-up of the service from design through to production.
• Robust method of release management from sandbox, to test, to production.
• User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
• Simple api integrations with other third party systems
• Broad range of features and functionality
• Einstein search features provides faster information mining for our agents as they help to resolve customer requests.

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• 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.

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• 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.

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• 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.

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• Probably negative due to the cost of Salesforce. We haven't seen a return on the sales side yet to really justify the costs.
• On the positive side, it's nice to manage opportunities from cases and cases from opportunities.
• Our data has never been more organized and in better shape, though it's a constant battle!

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