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Communication & Collaboration · head to head

Google Chat vs Salesforce Service Cloud

Google Chat logo

Google Chat

Communication & Collaboration

AI-powered team messaging and collaboration

From
On request
Rated
-
Full reviewWebsite
Salesforce Service Cloud logo

Salesforce Service Cloud

Customer Support

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Google Chat not sold as a standalone product; it is included only with paid Google Workspace subscriptions (Business Standard, Business Plus, Enterprise Standard, Enterprise Plus); Salesforce Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers

Where they differ

Only the attributes on which Google Chat and Salesforce Service Cloud actually diverge.

Attributes where Google Chat and Salesforce Service Cloud differ
AttributeGoogle ChatSalesforce Service Cloud
Starting priceOn request$25/month
PlatformsWebWeb, Ios, Android
CategoryCommunication & CollaborationCustomer Support
FoundedUnknown1999

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Google Chat

Nothing recorded that Salesforce Service Cloud does not also cover.

Only in Salesforce Service Cloud

  • Case management
  • Omnichannel routing
  • AI-powered bots
  • Field service
  • Self-service
  • Analytics
  • Salesforce CRM
  • Slack

What people use each for

The jobs each tool is most often brought in to do.

Google Chat

No use cases recorded yet. See the Google Chat review.

Salesforce Service Cloud

  • Enterprise customer servicenot Google Chat
  • Field servicenot Google Chat
  • Self-service portalsnot Google Chat
  • AI-powered supportnot Google Chat

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Google Chat

  • Not sold as a standalone product; it is included only with paid Google Workspace subscriptions (Business Standard, Business Plus, Enterprise Standard, Enterprise Plus)
  • Gemini AI features inside Chat, including message summarization and conversation insights, are limited to Business and Enterprise tier Workspace plans

Salesforce Service Cloud

  • The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers

Pricing, plan by plan

Google Chat

On request

No published plan breakdown. See the Google Chat review.

Salesforce Service Cloud

$25/month
  • Essentials$25/month
    • Case management
    • Knowledge base
    • Web & email support
  • Professional$80/month
    • CTI
    • Omni-channel routing
    • Custom reports
  • Enterprise$165/month
    • Web API
    • Einstein AI
    • Workflow automation
  • Unlimited$330/month
    • 24/7 support
    • Configuration services
    • Premier success

Which should you pick?

Choose Google Chat if

Nothing in the data separates Google Chat from Salesforce Service Cloud on the points above - pick on price and on how each one feels to use.

Google Chat review

Choose Salesforce Service Cloud if

  • You need case management.
  • You work on Web, Ios, Android.
  • You also want omnichannel routing.
Salesforce Service Cloud review

Questions people ask

Is Google Chat or Salesforce Service Cloud better?
Neither clearly leads. Google Chat starts at On request and Salesforce Service Cloud at $25/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Google Chat or Salesforce Service Cloud?
Google Chat starts at On request and Salesforce Service Cloud at $25/month.
Does Google Chat or Salesforce Service Cloud run on more platforms?
Google Chat runs on Web. Salesforce Service Cloud runs on Web, Ios, Android.
What can Google Chat do that Salesforce Service Cloud cannot?
Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service.
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Related pages

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