What users are saying about
34 Ratings
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Top Rated
250 Ratings
34 Ratings
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Score 8.9 out of 100

Salesforce Service Cloud

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Top Rated
250 Ratings
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Score 8.2 out of 100

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

I would argue Salesforce is the best CRM option for most companies. However, I'm not sure it's always worth it. I believe you really need a managed partner available, or at least one full-time staff member that knows what they are doing. You can get it working on a shoestring, but not easily, and perhaps not as effectively. Coming from Zendesk, which mostly "just worked" and was about 30% of the cost, it can be a really good option. We purchased Salesforce to get our data in better shape and have sales, marketing and service in one system, and our data is in far better shape than we ever saw with Zendesk or HubSpot. It's hard to beat the level of customization available with Salesforce. If I want to do something, you can do it if you have the time or want to pay for something on the App Exchange. I think the larger the organization, the more likely I recommend Salesforce. The smaller, I might recommend HubSpot or Zendesk (which I've used in the past).
Jonathan Tanis | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Help Scout
7.8
Salesforce Service Cloud
7.6
Organize and prioritize service tickets
Help Scout
7.5
Salesforce Service Cloud
7.5
Subscription-based notifications
Help Scout
6.1
Salesforce Service Cloud
7.5
Ticket creation and submission
Help Scout
9.5
Salesforce Service Cloud
8.0
Ticket response
Help Scout
8.1
Salesforce Service Cloud
7.8
Expert directory
Help Scout
Salesforce Service Cloud
7.0
ITSM collaboration and documentation
Help Scout
Salesforce Service Cloud
7.6

Self Help Community

Help Scout
8.2
Salesforce Service Cloud
7.9
External knowledge base
Help Scout
8.6
Salesforce Service Cloud
8.1
Internal knowledge base
Help Scout
7.8
Salesforce Service Cloud
7.7

Multi-Channel Help

Help Scout
7.6
Salesforce Service Cloud
8.1
Email support
Help Scout
7.9
Salesforce Service Cloud
8.0
Help Desk CRM integration
Help Scout
7.3
Salesforce Service Cloud
7.8
Customer portal
Help Scout
Salesforce Service Cloud
7.4
IVR
Help Scout
Salesforce Service Cloud
8.4
Social integration
Help Scout
Salesforce Service Cloud
8.6

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

  • Reporting and dashboards. These are completely customizable and can be shared across departments. I love being able to see cases by account and also track my team's productivity.
  • Integrations - there is no lack of integration options when it comes to Service Cloud. We are currently using a time tracking add-on and survey add-on that were easy to set up.
  • Support resources - I love how robust the Knowledge Base is for Service Cloud and having access to a community to ask questions to other users outside our company. I also have taken advantage of some of the video tutorials and Trail Blazer lessons to expand my knowledge on our new tool.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

  • Salesforce Service Cloud can improve when it comes to integrating with other systems. For example, we use JIRA a lot with our agile development and although there is a standard app exchange package you can use, the out of the box integration is minimal. More robust features and integrations of this type would be beneficial.
  • Salesforce Service Cloud lacks a lot of knowledge capabilities with the new Lightning interface. I wish it had the knowledge types it used to have since it helps controls user permissions and access more easily.
Anonymous | TrustRadius Reviewer

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 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 | TrustRadius Reviewer

Support Rating

Help Scout

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 7.7
Based on 13 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.
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

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.
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

  • We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
  • This led to faster delivery times and reduced errors as well as better knowledge retention.
  • We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
  • Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.
Anonymous | TrustRadius Reviewer

Screenshots

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

Rating Summary

Likelihood to Recommend

Help Scout
8.9
Salesforce Service Cloud
7.7

Likelihood to Renew

Help Scout
7.0
Salesforce Service Cloud
9.6

Usability

Help Scout
9.0
Salesforce Service Cloud
9.0

Support Rating

Help Scout
Salesforce Service Cloud
7.7

Online Training

Help Scout
Salesforce Service Cloud
9.0

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