What users are saying about
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Top Rated
680 Ratings
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Top Rated
289 Ratings

Hootsuite

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Top Rated
680 Ratings
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Score 7.8 out of 100

Salesforce Service Cloud

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Top Rated
289 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Hootsuite

Hootsuite is well suited for those managing a single social media account or dozens. It can be used by small businesses all the way up to large scale marketing agencies. The ability to post to multiple channels at once is so incredibly helpful and a huge time saver. Give it a try, you will be glad you did.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

[Salesforce Service Cloud] is well suited for organizing and digitizing Sales and Operations management of the company. It aptly captures customer data, opportunities, projects in pipelines description and could also be embedded with CMS (Contract management System). It's really useful to the extent of managing Item customer level forecast to precisely assist capacity and rough cut capacity planning.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Listening/monitoring

Hootsuite
7.5
Salesforce Service Cloud
Boolean keyword searches
Hootsuite
7.5
Salesforce Service Cloud
Filtering out noise/spam
Hootsuite
7.0
Salesforce Service Cloud
Sentiment analysis
Hootsuite
6.9
Salesforce Service Cloud
Broad channel coverage
Hootsuite
8.5
Salesforce Service Cloud

Publishing

Hootsuite
8.3
Salesforce Service Cloud
Content planning and scheduling
Hootsuite
9.2
Salesforce Service Cloud
Audience targeting
Hootsuite
7.8
Salesforce Service Cloud
Content optimization
Hootsuite
7.9
Salesforce Service Cloud
Workflow management
Hootsuite
8.5
Salesforce Service Cloud

Engagement

Hootsuite
8.2
Salesforce Service Cloud
Automated routing and prioritization
Hootsuite
7.9
Salesforce Service Cloud
Customer interaction histories
Hootsuite
8.1
Salesforce Service Cloud
Bulk actions
Hootsuite
8.5
Salesforce Service Cloud

Marketing

Hootsuite
7.0
Salesforce Service Cloud
Lead generation
Hootsuite
7.2
Salesforce Service Cloud
Content marketing
Hootsuite
7.4
Salesforce Service Cloud
Paid media management
Hootsuite
6.6
Salesforce Service Cloud
Campaigns and promotions
Hootsuite
6.9
Salesforce Service Cloud

Channel coverage/integration

Hootsuite
8.6
Salesforce Service Cloud
Twitter
Hootsuite
9.4
Salesforce Service Cloud
Facebook
Hootsuite
9.2
Salesforce Service Cloud
LinkedIn
Hootsuite
8.9
Salesforce Service Cloud
Google+
Hootsuite
8.8
Salesforce Service Cloud
Instagram
Hootsuite
7.9
Salesforce Service Cloud
Pinterest
Hootsuite
8.2
Salesforce Service Cloud
YouTube
Hootsuite
7.6
Salesforce Service Cloud

Reporting/analytics

Hootsuite
7.4
Salesforce Service Cloud
Campaign success analytics
Hootsuite
7.5
Salesforce Service Cloud
Real-time tracking
Hootsuite
7.5
Salesforce Service Cloud
Competitor analysis
Hootsuite
7.3
Salesforce Service Cloud

Account management

Hootsuite
8.3
Salesforce Service Cloud
Role-based user permissions & privileges
Hootsuite
8.6
Salesforce Service Cloud
Mobile access
Hootsuite
8.0
Salesforce Service Cloud

Incident and problem management

Hootsuite
Salesforce Service Cloud
7.2
Organize and prioritize service tickets
Hootsuite
Salesforce Service Cloud
7.7
Expert directory
Hootsuite
Salesforce Service Cloud
6.7
Subscription-based notifications
Hootsuite
Salesforce Service Cloud
7.0
ITSM collaboration and documentation
Hootsuite
Salesforce Service Cloud
7.0
Ticket creation and submission
Hootsuite
Salesforce Service Cloud
7.6
Ticket response
Hootsuite
Salesforce Service Cloud
7.4

Self Help Community

Hootsuite
Salesforce Service Cloud
6.8
External knowledge base
Hootsuite
Salesforce Service Cloud
6.7
Internal knowledge base
Hootsuite
Salesforce Service Cloud
6.8

Multi-Channel Help

Hootsuite
Salesforce Service Cloud
7.3
Customer portal
Hootsuite
Salesforce Service Cloud
6.7
IVR
Hootsuite
Salesforce Service Cloud
6.8
Social integration
Hootsuite
Salesforce Service Cloud
7.7
Email support
Hootsuite
Salesforce Service Cloud
7.5
Help Desk CRM integration
Hootsuite
Salesforce Service Cloud
7.6

Pros

Hootsuite

  • The great thing about it is that it allows us in making schedules for social media posts belonging to different pages.
  • I strongly appreciate its analytics and tracking the most which help us a lot in facilitating our business in many ways. It let us organize our whole social media. It has made our marketing staff contented.
  • This is the most helpful tool in tracking matrices, followers, posts, and weekly activities as well.
  • This superb tool helps us in keeping the whole social media at a single location.
Jennifer Osborne | TrustRadius Reviewer

Salesforce Service Cloud

  • 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.
Gordon Dalgleish | TrustRadius Reviewer

Cons

Hootsuite

  • I personally don't like the way Hootsuite displays multiple social channels on the interface. It's very utilitarian and it does have a modern look, but there's just something about the multiple column look that really bugs me. It feels a bit dated and cluttered.
  • I've used both the free and the pro versions before. Pro is somewhat overpriced for the value that it provides and the free version limits you to too few social profiles which puts you in a position to either overpay or go to another option like Buffer which is cheaper but isn't as reliable. I'd say somewhere around $12-15/mo. would make the single-user Pro tier more palatable.
Garrett Genest | 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

Likelihood to Renew

Hootsuite

Hootsuite 8.4
Based on 74 answers
At this time we are satisfied that Hootsuite offers the most of what we are looking for at the most reasonable price point. As the social media landscape and monitoring/scheduling software changes, so do our needs. We re-evaluate our tools semi-annually or as new tools emerge onto the market. If we find at any point that we aren't gaining an advantage, then we are open to switching products.
Laura Pence | 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

Hootsuite

Hootsuite 9.1
Based on 27 answers
The layout of horizontal columns for each stream or search is a very cumbersome way to display information. There isn't an easy way to sort, filter, or otherwise re-organize the streams to limit the current view to relevancy. This is one of the primary reasons why we plan to move to another platform.
Matthew Hardesty | 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

Hootsuite

Hootsuite 10.0
Based on 36 answers
Any outages are communicated in advance and have not been a problem. We let our clients know based on communications from HootSuite.Since we operate 24/7 with multiple shifts, planned outages can interfere with our operations, but we can always work around it.
Anonymous | TrustRadius Reviewer

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

Hootsuite

Hootsuite 10.0
Based on 32 answers
Hootsuite makes passing on articles from the web very easy- when it works! I have had a number of gliches with Chrome where it does not open properly and the solution (after some toing and froing with support) was to uninstall and reinstall. The support staff are always very helpful (which is great!) but the gliches..... well, they suck when you are already busy!
Michael Royal | TrustRadius Reviewer

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

Hootsuite

Hootsuite 7.8
Based on 63 answers
Their customer support has been very helpful during the few times I have contacted them. They seem to be knowledgeable and friendly. As users, you can reach them via email, live chat, tickets, and tweeter. They have a help center within the app that provides users with step-by-step guides and a resource library.
Mahmoud Farag | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 7.2
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

In-Person Training

Hootsuite

Hootsuite 6.0
Based on 1 answer
Very easy to teach and learn
Jessica Rudolph | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Online Training

Hootsuite

Hootsuite 10.0
Based on 8 answers
Would rate it a 10. We received two hours of online training and it was of very high-quality. HootSuite also offers HootSuite University which is an extremely comprehensive training portal with self-paced quizzes, training webinars and videos, best-practice papers, product certification, and access to a network of external experts. This is a fantastic resource.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 1 answer
No answer on this topic is available.

Implementation Rating

Hootsuite

Hootsuite 10.0
Based on 65 answers
One person of the organization must take the time to understand the product throughly. Next that person should work with the Hootsuite team to maximize the architecture of your platform and mitigate any problems that may crop up. Also, if a team members voices a concern or is having a problem roll your sleeves up and help them if not it can kill support for the product and end any chances of a renewal. Lastly, set aside enough time to allow for training and refresher training. Solve all problems ambiguity can not be permitted
Edgar Carpenter IV | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Alternatives Considered

Hootsuite

Sprout Social has a better UI than Hootsuite. It uses a single feed approach compared to the multi-column layout that allows you to check and uncheck filters based on what you'd like to see at a given moment. Overall, Hootsuite was a better choice for our team given the stronger analytics reporting that it provided. Being in a data-driven business, this was particularly important to us to be able to provide performance metrics to leadership. Both tools are fairly similar, so it really is a toss-up in terms of which you should choose.
Anonymous | 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

Scalability

Hootsuite

We haven't needed to scale it all.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

No answers on this topic

Return on Investment

Hootsuite

  • Honestly, Hootsuite has been pretty close to a wash for us. The frequency with which we've had to wrestle with our Facebook Business connection has caused us to repeatedly put Hootsuite on the shelf and opt for manual posting to both FB and Instagram.
  • During the times it functioned properly, Hootsuite probably saved us around an hour of work per day, if you factor in both time required to post to various platforms and potential time spent ensuring/editing consistency between posts.
Brock Ross | TrustRadius Reviewer

Salesforce Service Cloud

  • 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!
Jonathan Tanis | TrustRadius Reviewer

Screenshots

Pricing Details

Hootsuite

General

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

Hootsuite Editions & Modules

Edition
Professional$49.001
Team$129.002
Business$599.003
EnterpriseContact for Pricing
  1. per month (1 user / 10 social profiles)
  2. per month (3 users / 20 social profiles)
  3. per month (5, up to 10 users / 35 social profiles)
Additional Pricing Details
For feature comparison across our different plans, please visit: https://www.hootsuite.com/plans

Salesforce Service Cloud

General

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

Salesforce Service Cloud Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Hootsuite
8.5
Salesforce Service Cloud
7.3

Likelihood to Renew

Hootsuite
8.4
Salesforce Service Cloud
9.6

Usability

Hootsuite
9.1
Salesforce Service Cloud
8.4

Reliability and Availability

Hootsuite
10.0
Salesforce Service Cloud
8.7

Performance

Hootsuite
10.0
Salesforce Service Cloud
8.6

Support Rating

Hootsuite
7.8
Salesforce Service Cloud
7.2

In-Person Training

Hootsuite
6.0
Salesforce Service Cloud

Online Training

Hootsuite
10.0
Salesforce Service Cloud
9.0

Implementation Rating

Hootsuite
10.0
Salesforce Service Cloud

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