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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• 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.

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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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• 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.

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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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• 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).

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