Compare Help Scout and Oracle Service Cloud (formerly RightNow) 
At a Glance
Market Segments
Small-Business (62.2% of reviews)
Enterprise (57.7% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
No pricing available
Help Scout
Star Rating
(425)4.4 out of 5
Market Segments
Small-Business (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00 5 Users Per Month
Free Trial is available
Browse all 5 pricing plansOracle Service Cloud (formerly RightNow)
Star Rating
(134)3.9 out of 5
Market Segments
Enterprise (57.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Oracle Service Cloud (formerly RightNow)Help Scout vs Oracle Service Cloud (formerly RightNow)
When assessing the two solutions, reviewers found Help Scout easier to use, set up, and administer. Reviewers also preferred doing business with Help Scout overall.
- Reviewers felt that Help Scout meets the needs of their business better than Oracle Service Cloud (formerly RightNow).
- When comparing quality of ongoing product support, reviewers felt that Help Scout is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Help Scout over Oracle Service Cloud (formerly RightNow).
Pricing
Entry-Level Pricing
Help Scout
Free
$0.00
5 Users Per Month
Limited to 100 contacts per month and 5 users.
- Up to 5 users
- 1 Inbox
- 10 Saved replies
Oracle Service Cloud (formerly RightNow)
No pricing availableFree Trial
Help Scout
Free Trial is available
Oracle Service Cloud (formerly RightNow)
No trial information availableRatings
Meets Requirements
8.7
322
8.3
94
Ease of Use
9.2
326
7.9
93
Ease of Setup
9.1
168
6.8
66
Ease of Admin
9.1
166
7.3
67
Quality of Support
9.0
296
7.4
87
Has the product been a good partner in doing business?
9.1
160
7.5
65
Product Direction (% positive)
8.2
310
6.6
90
Features by Category
Ticket and Case Management
9.2
177
|
Verified
8.8
31
|
Verified
9.2
177
|
Verified
8.4
31
|
Verified
8.6
192
|
Verified
8.2
30
|
Verified
8.6
166
8.7
29
|
Verified
Feature Not Available
7.6
29
8.6
178
|
Verified
8.3
29
8.9
180
|
Verified
8.8
30
8.2
99
8.1
27
|
Verified
Generative AI
5.2
7
Not enough data
6.1
6
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Feature Not Available
8.6
29
|
Verified
9.2
170
|
Verified
8.9
29
|
Verified
7.7
105
|
Verified
8.3
28
|
Verified
7.7
61
7.0
16
6.8
28
|
Verified
8.3
19
Platform
7.5
39
8.2
10
|
Verified
7.7
91
|
Verified
8.0
41
|
Verified
8.6
104
|
Verified
8.0
23
|
Verified
8.5
80
|
Verified
7.7
20
|
Verified
8.1
146
|
Verified
7.6
29
|
Verified
8.2
151
|
Verified
7.6
29
|
Verified
Channels
9.7
10
Not enough data
8.6
7
Not enough data
8.1
6
Not enough data
Design
7.7
8
Not enough data
8.8
7
Not enough data
8.5
11
Not enough data
9.1
11
Not enough data
9.3
10
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
8.3
57
Not enough data
8.5
31
Not enough data
8.7
33
Not enough data
8.4
36
Not enough data
Support Automation
8.4
36
Not enough data
8.8
42
Not enough data
8.4
34
Not enough data
9.0
36
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Sorting & Filtering
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Time Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Email Management
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
8.9
30
|
Verified
8.5
30
|
Verified
8.9
32
|
Verified
8.1
30
|
Verified
Feature Not Available
8.8
22
|
Verified
8.2
22
|
Verified
8.4
15
|
Verified
Feature Not Available
Not enough data
Internal Use
7.7
91
|
Verified
8.0
41
|
Verified
8.7
29
|
Verified
8.7
29
|
Verified
7.9
18
|
Verified
7.9
16
9.1
35
|
Verified
8.0
32
|
Verified
9.5
33
|
Verified
8.4
23
|
Verified
8.4
30
|
Verified
8.1
32
|
Verified
Generative AI
Not enough data
Not enough data
Self-Service Experience
8.7
108
8.3
43
8.3
103
8.0
40
Feature Not Available
7.8
24
8.3
26
Not enough data
8.5
29
Not enough data
Self-Service Platform
8.8
28
Not enough data
8.7
31
Not enough data
Feature Not Available
Not enough data
8.7
29
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Process
Not enough data
7.7(won by default)
11
Not enough data
8.2(won by default)
14
Not enough data
8.0(won by default)
10
Channels
Not enough data
8.2(won by default)
16
Not enough data
7.4(won by default)
13
Not enough data
8.7(won by default)
13
Not enough data
7.8(won by default)
15
Not enough data
8.8(won by default)
10
Insight
Not enough data
8.1(won by default)
14
Not enough data
8.7(won by default)
15
Not enough data
7.9(won by default)
14
Not enough data
8.4(won by default)
15
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Help Scout and Oracle Service Cloud (formerly RightNow) are categorized as Digital Customer Service Platforms, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Help Scout is categorized as Shared Inbox, Conversational Support, Customer Communications Management, and Email Management
Oracle Service Cloud (formerly RightNow) is categorized as Social Customer Service
Reviews
Reviewers' Company Size
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Oracle Service Cloud (formerly RightNow)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
21.1%
Information Technology and Services
9.9%
Internet
7.5%
Marketing and Advertising
4.4%
Retail
4.1%
Other
53.0%
Information Technology and Services
14.2%
Retail
14.2%
Computer Software
7.1%
Financial Services
4.4%
Education Management
3.5%
Other
56.6%
Alternatives
Discussions
What should I look for in a ticketing system?
2 Comments
AG
What you're looking for in a ticketing system is going to depend on your specific processes for reactively and proactively supporting your customers.
I...Read more
Why sometimes the messages are not merged by themself?
2 Comments
DP
I think you need to contact support as I do not have had this issue in the last 3 years (+4100 conversations currently recorded).Read more
Is Helpscout a CRM?
1 Comment
BW
No. Help Scout is an excellent tool for answering customer questions. It can be powerfully integrated with a CRM by syncing Help Scout information back to...Read more
Oracle Service Cloud (formerly RightNow) has no discussions with answers
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