What users are saying about
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Top Rated
1043 Ratings
Top Rated
331 Ratings

Hootsuite

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Top Rated
1043 Ratings
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Score 8 out of 100
Top Rated
331 Ratings
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Score 8.6 out of 100

Feature Set Ratings

    Listening/monitoring

    7.5

    Hootsuite

    75%

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    Hootsuite ranks higher in 4/4 features

    Boolean keyword searches

    7.3
    73%
    154 Ratings
    N/A
    0 Ratings

    Filtering out noise/spam

    7.0
    70%
    167 Ratings
    N/A
    0 Ratings

    Sentiment analysis

    7.4
    74%
    155 Ratings
    N/A
    0 Ratings

    Broad channel coverage

    8.2
    82%
    220 Ratings
    N/A
    0 Ratings

    Publishing

    8.2

    Hootsuite

    82%

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    Hootsuite ranks higher in 4/4 features

    Content planning and scheduling

    9.1
    91%
    321 Ratings
    N/A
    0 Ratings

    Audience targeting

    7.7
    77%
    217 Ratings
    N/A
    0 Ratings

    Content optimization

    7.8
    78%
    259 Ratings
    N/A
    0 Ratings

    Workflow management

    8.2
    82%
    265 Ratings
    N/A
    0 Ratings

    Engagement

    7.8

    Hootsuite

    78%

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    Hootsuite ranks higher in 3/3 features

    Automated routing and prioritization

    7.6
    76%
    183 Ratings
    N/A
    0 Ratings

    Customer interaction histories

    7.7
    77%
    199 Ratings
    N/A
    0 Ratings

    Bulk actions

    7.9
    79%
    220 Ratings
    N/A
    0 Ratings

    Marketing

    7.5

    Hootsuite

    75%

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    Hootsuite ranks higher in 4/4 features

    Lead generation

    7.1
    71%
    151 Ratings
    N/A
    0 Ratings

    Content marketing

    8.1
    81%
    227 Ratings
    N/A
    0 Ratings

    Paid media management

    7.3
    73%
    144 Ratings
    N/A
    0 Ratings

    Campaigns and promotions

    7.6
    76%
    191 Ratings
    N/A
    0 Ratings

    Channel coverage/integration

    8.4

    Hootsuite

    84%

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    Hootsuite ranks higher in 7/7 features

    Twitter

    9.1
    91%
    293 Ratings
    N/A
    0 Ratings

    Facebook

    8.9
    89%
    302 Ratings
    N/A
    0 Ratings

    LinkedIn

    8.6
    86%
    259 Ratings
    N/A
    0 Ratings

    Google+

    8.9
    89%
    60 Ratings
    N/A
    0 Ratings

    Instagram

    8.1
    81%
    265 Ratings
    N/A
    0 Ratings

    Pinterest

    7.7
    77%
    136 Ratings
    N/A
    0 Ratings

    YouTube

    7.8
    78%
    126 Ratings
    N/A
    0 Ratings

    Reporting/analytics

    7.8

    Hootsuite

    78%

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    Hootsuite ranks higher in 3/3 features

    Campaign success analytics

    7.8
    78%
    227 Ratings
    N/A
    0 Ratings

    Real-time tracking

    7.8
    78%
    233 Ratings
    N/A
    0 Ratings

    Competitor analysis

    7.6
    76%
    156 Ratings
    N/A
    0 Ratings

    Account management

    8.1

    Hootsuite

    81%

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    Hootsuite ranks higher in 2/2 features

    Role-based user permissions & privileges

    8.5
    85%
    221 Ratings
    N/A
    0 Ratings

    Mobile access

    7.8
    78%
    248 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Hootsuite

    Feature Set Not Supported
    N/A
    7.7

    Salesforce Service Cloud

    77%
    Salesforce Service Cloud ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.5
    85%
    55 Ratings

    Expert directory

    N/A
    0 Ratings
    7.1
    71%
    40 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.1
    71%
    47 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.3
    73%
    42 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.1
    81%
    56 Ratings

    Ticket response

    N/A
    0 Ratings
    8.1
    81%
    55 Ratings

    Self Help Community

    Hootsuite

    Feature Set Not Supported
    N/A
    7.2

    Salesforce Service Cloud

    72%
    Salesforce Service Cloud ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.9
    69%
    46 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.5
    75%
    51 Ratings

    Multi-Channel Help

    Hootsuite

    Feature Set Not Supported
    N/A
    8.0

    Salesforce Service Cloud

    80%
    Salesforce Service Cloud ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    7.7
    77%
    39 Ratings

    IVR

    N/A
    0 Ratings
    7.7
    77%
    25 Ratings

    Social integration

    N/A
    0 Ratings
    8.1
    81%
    34 Ratings

    Email support

    N/A
    0 Ratings
    8.2
    82%
    56 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.2
    82%
    49 Ratings

    Attribute Ratings

    • Hootsuite is rated higher in 5 areas: Usability, Availability, Performance, Support Rating, Online Training
    • Salesforce Service Cloud is rated higher in 1 area: Likelihood to Renew
    • Hootsuite and Salesforce Service Cloud are tied in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.3

    Hootsuite

    83%
    379 Ratings
    8.3

    Salesforce Service Cloud

    83%
    62 Ratings

    Likelihood to Renew

    8.9

    Hootsuite

    89%
    80 Ratings
    9.6

    Salesforce Service Cloud

    96%
    4 Ratings

    Usability

    9.0

    Hootsuite

    90%
    27 Ratings
    8.4

    Salesforce Service Cloud

    84%
    11 Ratings

    Availability

    10.0

    Hootsuite

    100%
    36 Ratings
    8.7

    Salesforce Service Cloud

    87%
    7 Ratings

    Performance

    10.0

    Hootsuite

    100%
    32 Ratings
    8.6

    Salesforce Service Cloud

    86%
    7 Ratings

    Support Rating

    8.1

    Hootsuite

    81%
    262 Ratings
    7.5

    Salesforce Service Cloud

    75%
    29 Ratings

    In-Person Training

    6.0

    Hootsuite

    60%
    1 Rating

    Salesforce Service Cloud

    N/A
    0 Ratings

    Online Training

    10.0

    Hootsuite

    100%
    8 Ratings
    9.0

    Salesforce Service Cloud

    90%
    1 Rating

    Implementation Rating

    10.0

    Hootsuite

    100%
    65 Ratings

    Salesforce Service Cloud

    N/A
    0 Ratings

    Configurability

    10.0

    Hootsuite

    100%
    1 Rating

    Salesforce Service Cloud

    N/A
    0 Ratings

    Vendor post-sale

    9.1

    Hootsuite

    91%
    1 Rating

    Salesforce Service Cloud

    N/A
    0 Ratings

    Vendor pre-sale

    10.0

    Hootsuite

    100%
    2 Ratings

    Salesforce Service Cloud

    N/A
    0 Ratings

    Likelihood to Recommend

    Hootsuite

    I like how simple it is to navigate the platform. It allows me to easily arrange my material and share my posts across several platforms in a sensible and orderly manner. Furthermore, whenever I have a problem with scheduling, I can obtain help quickly from the service team. I've been using Hootsuite since 2021 and haven't missed a single post.
    Read full review

    Salesforce

    Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
    Read full review

    Pros

    Hootsuite

    • Hootsuite is excellent for viewing all your posts on every social media platform in one place
    • Hootsuite is great for showing you what that post will look like with the graphic attached.
    • Hootsuite is great for moving posts that need to be edited to a different day or month.
    • Hootsuite is great for offering you times to post if you aren't sure at which time to post
    Read full review

    Salesforce

    • Flexibility of data tracked, displayed, reported on, and customized.
    • Single source of truth for support, implementations, sales and management.
    • Ability to integrate through built-in app exchange and easy API.
    • Reporting and emailed reports with direct links to drill down into data.
    • Do virtually whatever you "need" to do.
    Read full review

    Cons

    Hootsuite

    • I wish I could have Hootsuite automatically delete hashtags from my Facebook posts, which would save me having to delete them manually before hitting post to multiple accounts.
    • Hootsuite doesn't work great when trying to add multiple photos to an Instagram post.
    • I wish there was an ability to have notifications from accounts pop up or somehow notify me elsewhere on my computer. You might need an app rather than a browser window to accomplish this however.
    Read full review

    Salesforce

    • 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.
    Read full review

    Pricing Details

    Hootsuite

    Starting Price

    $49 per month

    Editions & Modules

    Hootsuite editions and modules pricing
    EditionModules
    Professional$491
    Team$2492
    Business$7393
    EnterpriseContact for Pricing4

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    *Prices displayed in USD, based on annual billing, but do not include applicable taxes. Free - 1 user / 2 social accounts Professional @ $49/month - 1 user / 10 social accounts Team @ $249/month - 3 users / 20 social accounts Business - starting @ $739/month - 5 users / 35 social accounts Enterprise - contact for pricing, unlimited users / 50+ social accounts

    Pricing Plans

    Salesforce Service Cloud

    Starting Price

    $65 per month

    Editions & Modules

    Salesforce Service Cloud 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

      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

      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.
      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!
      Read full review

      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.
      Read full review

      Support Rating

      Hootsuite

      I haven't had to use support for Hootsuite at all, but from what I hear, their functionality is incredible! I hope I never have to use support, but it's good to know that they're efficient at their job, and it is one of the reasons why I love Hootsuite so much.
      Read full review

      Salesforce

      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.
      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

      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.
      Read full review

      Salesforce

      No answers on this topic

      Implementation Rating

      Hootsuite

      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
      Read full review

      Salesforce

      No answers on this topic

      Alternatives Considered

      Hootsuite

      A colleague recommended that I look at Hootsuite as an invaluable extension of our social media engagement strategy. When I began this role and sparked a renewed focus on marketing and communication, I encouraged the use of Hootsuite. My colleagues have enjoyed using the platform, and we are very satisfied with the way Hootsuite enables our work to go forward.
      Read full review

      Salesforce

      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.
      Read full review

      Scalability

      Hootsuite

      We haven't needed to scale it all.
      Read full review

      Salesforce

      No answers on this topic

      Return on Investment

      Hootsuite

      • I have been able to evaluate which posts, in general, do well and figure out what types of posts to make (content)
      • It's been harder however to compare on social medial platform compared to another because it's hard to duplicate a post with a new owly (I think you used to be able to) but more so, you also can't assign it a custom owly link so I can see at a glance which owly link was associated with what platform.
      Read full review

      Salesforce

      • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
      • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
      • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
      Read full review

      Screenshots

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