9 Ratings
Top Rated
237 Ratings
9 Ratings
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Score 7.9 out of 100
Top Rated
237 Ratings
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Score 8.2 out of 100

Feature Set Ratings

  • Oracle Service ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

6.4

Helpshift

64%
8.2

Oracle Service

82%
Oracle Service ranks higher in 4/6 features

Organize and prioritize service tickets

5.5
55%
4 Ratings
8.7
87%
74 Ratings

Expert directory

3.7
37%
4 Ratings
8.2
82%
55 Ratings

Subscription-based notifications

6.4
64%
3 Ratings
8.3
83%
58 Ratings

ITSM collaboration and documentation

4.6
46%
3 Ratings
7.4
74%
52 Ratings

Ticket creation and submission

9.1
91%
3 Ratings
8.4
84%
75 Ratings

Ticket response

9.1
91%
4 Ratings
8.3
83%
75 Ratings

Self Help Community

5.1

Helpshift

51%
8.2

Oracle Service

82%
Helpshift ranks higher in 1/2 features

External knowledge base

1.0
10%
4 Ratings
8.2
82%
67 Ratings

Internal knowledge base

9.1
91%
3 Ratings
8.2
82%
76 Ratings

Multi-Channel Help

4.6

Helpshift

46%
8.1

Oracle Service

81%
Oracle Service ranks higher in 4/5 features

Customer portal

5.5
55%
3 Ratings
8.5
85%
71 Ratings

IVR

2.7
27%
1 Rating
7.8
78%
37 Ratings

Social integration

7.3
73%
1 Rating
6.9
69%
48 Ratings

Email support

2.8
28%
4 Ratings
8.6
86%
76 Ratings

Help Desk CRM integration

4.6
46%
2 Ratings
8.9
89%
56 Ratings

Attribute Ratings

  • Helpshift is rated higher in 1 area: Likelihood to Recommend
  • Oracle Service is rated higher in 2 areas: Usability, Support Rating

Likelihood to Recommend

9.1

Helpshift

91%
4 Ratings
8.2

Oracle Service

82%
89 Ratings

Likelihood to Renew

Helpshift

N/A
0 Ratings
10.0

Oracle Service

100%
9 Ratings

Usability

9.0

Helpshift

90%
1 Rating
10.0

Oracle Service

100%
5 Ratings

Availability

Helpshift

N/A
0 Ratings
10.0

Oracle Service

100%
2 Ratings

Performance

Helpshift

N/A
0 Ratings
9.0

Oracle Service

90%
2 Ratings

Support Rating

9.1

Helpshift

91%
4 Ratings
10.0

Oracle Service

100%
13 Ratings

In-Person Training

Helpshift

N/A
0 Ratings
9.0

Oracle Service

90%
1 Rating

Implementation Rating

Helpshift

N/A
0 Ratings
9.0

Oracle Service

90%
8 Ratings

Configurability

Helpshift

N/A
0 Ratings
9.0

Oracle Service

90%
1 Rating

Ease of integration

Helpshift

N/A
0 Ratings
7.7

Oracle Service

77%
11 Ratings

Product Scalability

Helpshift

N/A
0 Ratings
10.0

Oracle Service

100%
1 Rating

Likelihood to Recommend

Helpshift Inc.

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
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Oracle

Oracle Service [(formerly Oracle Service Cloud)] is well suited for cross-channel contact center service which includes live chats, virtual assistants, email support and case management. It has a social tool that keeps tabs on your customer interactions within your social media platforms and your website. You can provide your customers with a knowledge base for self-service with information that they need by posting content and resources.
Read full review

Pros

Helpshift Inc.

  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
Read full review

Oracle

  • Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
  • Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
  • Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
  • Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.
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Cons

Helpshift Inc.

  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
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Oracle

  • This is only an occasional, user problem; when searching for specific records, at times we receive an error that the maximum size has been exceeded and therefore does not yield any results. This is particularly frustrating when trying to search for a specific street address across several years.
  • I found OPA challenging to use.
Read full review

Pricing Details

Helpshift

Starting Price

$150 per month issue

Editions & Modules

Helpshift editions and modules pricing
EditionModules
Starter$150.001
EnterprisePlease contact Helpshift2
GrowthPlease contact Helpshift3

Footnotes

  1. per month Issue
  2. per month Issue
  3. per month Issue

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Flexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.

Oracle Service

Starting Price

Editions & Modules

Oracle Service editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Helpshift Inc.

    No answers on this topic

    Oracle

    Although RightNow is extremely flexible, the flexibility comes with a price. It is often not intuitive which settings you need to change (and under which menus these setting are buried) to enable the system to do what you want. Also, sometimes the system can do things you need, but you don't initially realize it. When RightNow sells a system to a new customer, I think it should come with X hours of consulting time with a RightNow expert. The customer should be able to consult with this expert over the next year to get advice concerning how to configure the system to achieve desired needs. Often RightNow Support would just answer "no" when I asked if I could do something, but then I would find another way to achieve my goals after talking with other companies using RightNow.
    Read full review

    Usability

    Helpshift Inc.

    Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
    Read full review

    Oracle

    The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.
    Read full review

    Reliability and Availability

    Helpshift Inc.

    No answers on this topic

    Oracle

    We have never had issues with downtime or it not being available. Upgrades and maintenance also happens in weekends or at night.
    Read full review

    Performance

    Helpshift Inc.

    No answers on this topic

    Oracle

    We use a lot of tabs and fields on our incident workspace, which should slow the system down, but it's still quite fast, and we continue to optimize whatever is possible.
    Read full review

    Support Rating

    Helpshift Inc.

    The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
    Read full review

    Oracle

    The vendor offers customer support to users who maybe stuck in usage of the platform in a number of options and this ensures that one does not get frustrated at all in using the platform. This enhances the trust held by the clients concerning Oracle CX Service [(formerly Oracle Service Cloud)].
    Read full review

    In-Person Training

    Helpshift Inc.

    No answers on this topic

    Oracle

    Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along. Later on we started exploring by our selves.
    Read full review

    Implementation Rating

    Helpshift Inc.

    No answers on this topic

    Oracle

    Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it
    Read full review

    Alternatives Considered

    Helpshift Inc.

    Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.
    Read full review

    Oracle

    TCS' customers who also selected Oracle Service Cloud over Salesforce Service Cloud and GE's ServiceMax in the Mfg. vertical in which I work, did so because of the robust ability of Oracle Service Cloud and its APIs to integrate with other value-add solutions for manufacturers such as IoT applications, Big Data Analytics, and Field Service applications.
    Read full review

    Scalability

    Helpshift Inc.

    No answers on this topic

    Oracle

    We have never had any down time, slowness or anything. Any error or instability that has occurrred has so far has been caused by user errors.
    Read full review

    Return on Investment

    Helpshift Inc.

    • The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
    • The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.
    Read full review

    Oracle

    • We have an internal chargeback for servers and we anticipate that the cloud will save us some money or be cost neutral for us.
    • We plan to see a reduction in the need for data center staff and server provisioning as we move more environments to the cloud.
    • We are now responsible for our own destiny with the ability to ramp up and down our servers based on need. We can also monitor our costs more closely with the metered service and turn off the environments when we are not using them.
    Read full review

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