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Software · head to head

Help Scout vs Salesforce Service Cloud

Help Scout logo

Help Scout

Software

Customer service software that people love

From
Free
Rated
-
Full reviewWebsite
Salesforce Service Cloud logo

Salesforce Service Cloud

Software

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite

The short version

  • Only Help Scout has a free tier, so it costs nothing to try first.
  • Each has a real cost: Help Scout the free plan caps contacts at 100 a month, so it is a volume trial rather than a standing free tier; 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
  • They diverge on capability: Help Scout covers Shared inbox, Salesforce Service Cloud covers Case management.

Where they differ

Only the attributes on which Help Scout and Salesforce Service Cloud actually diverge.

Attributes where Help Scout and Salesforce Service Cloud differ
AttributeHelp ScoutSalesforce Service Cloud
Starting priceFree$25/month
Free tierYesNo
Founded20111999

Identical on both: pricing model (subscription), platforms (Web, Ios, Android), user rating (Not yet rated), category (Unknown).

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 Help Scout

  • Shared inbox
  • Knowledge base
  • Live chat
  • Customer profiles
  • Workflows
  • Reporting
  • Salesforce
  • HubSpot

Only in Salesforce Service Cloud

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

Both cover

  • Slack
  • SOC2
  • HIPAA
  • Web support
  • Ios support
  • Android support

What people use each for

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

Help Scout

  • Shared inbox and help desk for customer support teamsnot Salesforce Service Cloud
  • Publishing a knowledge base alongside email and chat supportnot Salesforce Service Cloud

Salesforce Service Cloud

  • Enterprise customer servicenot Help Scout
  • Field servicenot Help Scout
  • Self-service portalsnot Help Scout
  • AI-powered supportnot Help Scout

Where each one falls short

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

Help Scout

  • The free plan caps contacts at 100 a month, so it is a volume trial rather than a standing free tier
  • Inboxes are rationed by plan, at 1 on free, 5 on Plus and 10 on Pro
  • Each plan also caps users, at 25 on Standard and 50 on Plus
  • The Pro plan at $75 per user per month carries a 10 user minimum, so the entry cost is $750 a month
  • SSO, SAML and HIPAA compliance are Pro only
  • AI Answers is billed separately at $0.75 per resolution on top of the seat price

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

Help Scout

Free
  • Standard$20/month
    • 2 mailboxes
    • 1 Docs site
    • Email & live chat
  • Plus$40/month
    • 5 mailboxes
    • Custom fields
    • Advanced permissions
  • Pro$65/month
    • 25 mailboxes
    • Enterprise security
    • HIPAA compliance

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 Help Scout if

  • You need shared inbox.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
Help Scout 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 Help Scout or Salesforce Service Cloud better?
Neither clearly leads. Help Scout starts at Free 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, Help Scout or Salesforce Service Cloud?
Help Scout has a free tier; the other does not. Paid plans start at Free for Help Scout and $25/month for Salesforce Service Cloud.
Does Help Scout or Salesforce Service Cloud run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
Can I use Help Scout for free?
Yes. Help Scout has a free tier, so you can try it without paying. Salesforce Service Cloud starts at $25/month.
What is Help Scout best used for?
Help Scout is most often used for shared inbox and help desk for customer support teams, publishing a knowledge base alongside email and chat support. Of those, shared inbox and help desk for customer support teams and publishing a knowledge base alongside email and chat support are not what Salesforce Service Cloud is typically brought in for.
What can Help Scout do that Salesforce Service Cloud cannot?
Help Scout covers Shared inbox, Knowledge base, Live chat, Customer profiles. Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Both handle Slack, SOC2, HIPAA, Web support.
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