Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Hootsuite
Score 8.3 out of 10
N/A
Hootsuite is a social media management platform for building brand awareness, engaging with customers, and driving business results. Users can schedule posts across multiple social networks (including Instagram, TikTok, Twitter, Facebook, LinkedIn, Pinterest, and YouTube ), manage organic and paid social content together, keep track of customer conversations, integrate with over 200+ applications, and gain actionable real-time insights from social media to make critical business decisions from…
$1,188
per year 1 User, 10 Social accounts
Salesforce Service Cloud
Score 8.9 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
HootsuiteSalesforce Service Cloud
Editions & Modules
Professional
$99
per month (billed annually) 1 User, 10 Social accounts
Team
$249
per month (billed annually) 3 Users, 20 Social accounts
Enterprise
Custom Pricing
per year
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
HootsuiteSalesforce Service Cloud
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
HootsuiteSalesforce Service Cloud
Considered Both Products
Hootsuite

No answer on this topic

Salesforce Service Cloud
Chose Salesforce Service Cloud
We were after a robust and very scalable solution, which could be rapidly implemented. Salesforce Service Cloud not only fitted the bill, but it was much easier to source skills and find on-line learning to help achieve our goals. Although the other technologies could have …
Top Pros
Top Cons
Features
HootsuiteSalesforce Service Cloud
Listening/monitoring
Comparison of Listening/monitoring features of Product A and Product B
Hootsuite
7.6
262 Ratings
1% below category average
Salesforce Service Cloud
-
Ratings
Boolean keyword searches7.6177 Ratings00 Ratings
Filtering out noise/spam7.1185 Ratings00 Ratings
Sentiment analysis7.5180 Ratings00 Ratings
Broad channel coverage8.3245 Ratings00 Ratings
Publishing
Comparison of Publishing features of Product A and Product B
Hootsuite
8.3
368 Ratings
3% above category average
Salesforce Service Cloud
-
Ratings
Content planning and scheduling8.8367 Ratings00 Ratings
Audience targeting8.2252 Ratings00 Ratings
Content optimization7.8300 Ratings00 Ratings
Workflow management8.2309 Ratings00 Ratings
Engagement
Comparison of Engagement features of Product A and Product B
Hootsuite
7.8
295 Ratings
4% below category average
Salesforce Service Cloud
-
Ratings
Automated routing and prioritization7.8213 Ratings00 Ratings
Customer interaction histories7.7230 Ratings00 Ratings
Bulk actions8.1253 Ratings00 Ratings
Marketing
Comparison of Marketing features of Product A and Product B
Hootsuite
7.5
285 Ratings
5% below category average
Salesforce Service Cloud
-
Ratings
Lead generation6.5171 Ratings00 Ratings
Content marketing7.8255 Ratings00 Ratings
Paid media management7.6170 Ratings00 Ratings
Campaigns and promotions7.9218 Ratings00 Ratings
Channel coverage/integration
Comparison of Channel coverage/integration features of Product A and Product B
Hootsuite
8.7
364 Ratings
3% above category average
Salesforce Service Cloud
-
Ratings
Twitter8.8333 Ratings00 Ratings
Facebook9.1348 Ratings00 Ratings
LinkedIn8.7304 Ratings00 Ratings
Google+8.960 Ratings00 Ratings
Instagram8.7307 Ratings00 Ratings
Pinterest8.3157 Ratings00 Ratings
YouTube8.4144 Ratings00 Ratings
Reporting/analytics
Comparison of Reporting/analytics features of Product A and Product B
Hootsuite
7.8
292 Ratings
1% below category average
Salesforce Service Cloud
-
Ratings
Campaign success analytics7.8268 Ratings00 Ratings
Real-time tracking7.9269 Ratings00 Ratings
Competitor analysis7.8182 Ratings00 Ratings
Account management
Comparison of Account management features of Product A and Product B
Hootsuite
8.2
304 Ratings
1% above category average
Salesforce Service Cloud
-
Ratings
Role-based user permissions & privileges8.4257 Ratings00 Ratings
Mobile access7.9282 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Hootsuite
-
Ratings
Salesforce Service Cloud
8.8
73 Ratings
12% above category average
Organize and prioritize service tickets00 Ratings8.971 Ratings
Expert directory00 Ratings8.251 Ratings
Subscription-based notifications00 Ratings8.960 Ratings
ITSM collaboration and documentation00 Ratings8.456 Ratings
Ticket creation and submission00 Ratings9.271 Ratings
Ticket response00 Ratings8.970 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Hootsuite
-
Ratings
Salesforce Service Cloud
8.8
69 Ratings
15% above category average
External knowledge base00 Ratings8.860 Ratings
Internal knowledge base00 Ratings8.767 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Hootsuite
-
Ratings
Salesforce Service Cloud
8.8
73 Ratings
16% above category average
Customer portal00 Ratings8.751 Ratings
IVR00 Ratings8.533 Ratings
Social integration00 Ratings8.645 Ratings
Email support00 Ratings9.272 Ratings
Help Desk CRM integration00 Ratings8.963 Ratings
Best Alternatives
HootsuiteSalesforce Service Cloud
Small Businesses
Publer
Publer
Score 9.7 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Social Suite by Reputation.com
Social Suite by Reputation.com
Score 9.4 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Social Suite by Reputation.com
Social Suite by Reputation.com
Score 9.4 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HootsuiteSalesforce Service Cloud
Likelihood to Recommend
8.5
(427 ratings)
9.2
(79 ratings)
Likelihood to Renew
9.2
(89 ratings)
9.7
(7 ratings)
Usability
8.2
(66 ratings)
8.0
(12 ratings)
Availability
9.6
(21 ratings)
9.6
(24 ratings)
Performance
9.6
(19 ratings)
8.6
(7 ratings)
Support Rating
7.2
(263 ratings)
7.0
(20 ratings)
In-Person Training
6.0
(1 ratings)
-
(0 ratings)
Online Training
9.0
(17 ratings)
9.0
(1 ratings)
Implementation Rating
8.1
(39 ratings)
7.0
(1 ratings)
Configurability
7.1
(3 ratings)
-
(0 ratings)
Ease of integration
8.1
(2 ratings)
-
(0 ratings)
Product Scalability
8.3
(3 ratings)
-
(0 ratings)
Vendor post-sale
8.6
(3 ratings)
-
(0 ratings)
Vendor pre-sale
8.3
(18 ratings)
-
(0 ratings)
User Testimonials
HootsuiteSalesforce Service Cloud
Likelihood to Recommend
Hootsuite
Hootsuite is a great tool and we prefer it to some of the others out there. The only negative is the price point and the fact that it keeps going up with no regard to the small non-profits that have been using it for years. After mentioning that the system is great and the fact that we can integrate and customize the posting for each social media site without having to be jumping from one system to the other makes it ideal for a small team doing multiple projects or things at the same time.
Read full review
Salesforce
Customer service can be simple across teams with email and cases. Because Salesforce Service Cloud offers numerous features and is endlessly configurable, it pays to work with certified Salesforce Admins who can clearly understand your organizational needs and both built-in and options from third-party apps and integrations. For example, make sure any telephony integration supports Salesforce Omni-Channel if you plan to use more than email and phone channels.
Read full review
Pros
Hootsuite
  • Scheduling of content. The ease of use for Hootsuite's planner abilities is top of the industry. It is simple and effective in posting content to different channels and accounts.
  • Analytics are superior on Hootsuite. Their custom reports allow you to view very specific KPI's that you can adjust for each channel or account. The reports are also exportable to be used for others in the company.
  • Inbox management. The inbox manager is superior to any in the industry. Hootsuite allows you to tag certain phrases or keywords to better filter messages based on importance or topic.
Read full review
Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
Read full review
Cons
Hootsuite
  • The ability to tag people or companies across all the social platforms (instagram and Linkedin)
  • If you're scheduling a post that is going out across all your social channels it would be good to be able to bulk move them if you have to post them on a new date instead of having to do it manually one by one
Read full review
Salesforce
  • A free trial would be extremely valuable to customers who are not able to commit to a full plan.
  • The pricing of this program is not priced competitively with other similar services.
  • Can be quite time consuming to maintain.
  • Not user friendly if you aren’t tech savvy/familiar with software.
Read full review
Likelihood to Renew
Hootsuite
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.
Read full review
Salesforce
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.
Read full review
Usability
Hootsuite
Hootsuite is probably the easiest to use social media scheduler of all the ones that I've used. It's been easy to teach clients how to use the software themselves and it can be accessed easily on anyone's phone through their mobile app. Highly recommend for anyone that wants a software that is easy to learn!
Read full review
Salesforce
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.
Read full review
Reliability and Availability
Hootsuite
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.
Read full review
Salesforce
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.
Read full review
Performance
Hootsuite
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!
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Salesforce
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.
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Support Rating
Hootsuite
I can manage all of my accounts on one site! It's absolutely amazing!
The dashboard is helpful to see how you are doing as well. Still
getting to understand the analytics and may need to reach out for help
on this
Read full review
Salesforce
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
Read full review
In-Person Training
Hootsuite
Very easy to teach and learn
Read full review
Salesforce
No answers on this topic
Online Training
Hootsuite
The online training is decent; however, it takes a lot more time to search for answers to my questions. Having a training session with a live person was much more effective as they were able to quickly address the business needs I have.
Read full review
Salesforce
No answers on this topic
Implementation Rating
Hootsuite
• Combination of vendor and internal. The vendor bumped up our account to the Enterprise version (quite simple and easy) and then set up our organization and team structure. We then had to log in and set up team members and assign members to social media accounts. This was pretty easy to do as they have a great user interface. We simply had to drag and drop people into the correct team giving them access to specific social media accounts.
Read full review
Salesforce
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
Read full review
Alternatives Considered
Hootsuite
Hootsuite's free account was sufficient for use on behalf of our client. When they restructured their pricing model and eliminated free and affordable subscriptions suitable for a small business, we found that Zoho Social was an excellent replacement. The interface was simpler and the pricing was affordable and suitable for a small business.
Read full review
Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
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Scalability
Hootsuite
We are only using in marketing and have been able to scale.
Read full review
Salesforce
No answers on this topic
Return on Investment
Hootsuite
  • For our organization, all ROI was on time saved and efficiency: for creating posts, for scheduling and publishing, for interacting with users, and for analyzing performances. It all comes in one place and this makes a very huge difference in your workflows. We would say that Hootsuite went beyond our expectations on this front, for example with the dynamics UTMs and the media library. Saving time was the main reason why we wanted to purchase the platform and it did not disappoint at all.
  • The ROI in time was also fast to get. The learning curse is very short and this is also an important element. Benefiting from the platform did not take long to be experienced.
Read full review
Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
Read full review
ScreenShots

Hootsuite Screenshots

Screenshot of Monitoring: Monitors social media profiles and tracks the topics that matter to the brand.Screenshot of Publishing: Create, publish and schedule engaging posts across social channels.Screenshot of Customer Engagement: A consolidated stream of messages across networks that can be triaged and assigned to respond to customers faster. Provides optional chatbot handover for automated responses.Screenshot of Scheduling: Social content can be planned as a team with a shared calendar that features collaborative post drafts and built-in approval workflows.Screenshot of Analytics & Reporting: Measures the effectiveness of a social media strategy to help turn strategy into execution with meaningful and actionable insights. Reports can be customized and shared according to unique business goals and objectives.

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center