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Customer Support · head to head

Hiver vs Salesforce Service Cloud

Hiver logo

Hiver

Customer Support

Gmail-based help desk

From
Free
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

  • Only Hiver has a free tier, so it costs nothing to try first.
  • Each has a real cost: Hiver hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69; 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: Hiver covers Shared inbox, Salesforce Service Cloud covers Case management.

Where they differ

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

Attributes where Hiver and Salesforce Service Cloud differ
AttributeHiverSalesforce Service Cloud
Starting priceFree$25/month
Free tierYesNo
PlatformsWeb, Chrome-extensionWeb, Ios, Android
Founded20111999

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Customer Support).

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 Hiver

  • Shared inbox
  • Email assignment
  • Collision detection
  • Email notes
  • Templates
  • Gmail
  • Google Workspace
  • Asana

Only in Salesforce Service Cloud

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

Both cover

  • Analytics
  • Slack
  • SOC2
  • ISO27001
  • Web support

What people use each for

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

Hiver

  • Shared inbox managementnot Salesforce Service Cloud
  • Customer support via Gmailnot Salesforce Service Cloud
  • Team email collaborationnot Salesforce Service Cloud

Salesforce Service Cloud

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

Where each one falls short

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

Hiver

  • Hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69

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

Hiver

Free
  • FreeFree
    • 2 users
    • Email management
    • Basic analytics
  • Lite$19/month
    • Unlimited users
    • Email templates
    • Notes & @mentions
  • Pro$49/month
    • CSAT surveys
    • SLA management
    • Custom reports
  • Elite$69/month
    • Round-robin
    • Skill-based routing
    • Okta SSO

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 Hiver if

  • You need shared inbox.
  • You want to start without paying.
  • You work on Web, Chrome-extension.
  • You also want email assignment.
Hiver 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 Hiver or Salesforce Service Cloud better?
Neither clearly leads. Hiver 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, Hiver or Salesforce Service Cloud?
Hiver has a free tier; the other does not. Paid plans start at Free for Hiver and $25/month for Salesforce Service Cloud.
Does Hiver or Salesforce Service Cloud run on more platforms?
Hiver runs on Web, Chrome-extension. Salesforce Service Cloud runs on Web, Ios, Android.
Can I use Hiver for free?
Yes. Hiver has a free tier, so you can try it without paying. Salesforce Service Cloud starts at $25/month.
What is Hiver best used for?
Hiver is most often used for shared inbox management, customer support via gmail, team email collaboration. Of those, shared inbox management and customer support via gmail are not what Salesforce Service Cloud is typically brought in for.
What can Hiver do that Salesforce Service Cloud cannot?
Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Both handle Analytics, Slack, SOC2, ISO27001.
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Related pages

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