Help Scout vs Oracle | G2

Compare Help Scout vs Oracle Service Cloud (formerly RightNow)

See this
comparison of Help Scout vs. Oracle Service Cloud (formerly RightNow)
based on data from user reviews. Help Scout rates 4.3/5 stars with 160 reviews. Oracle Service Cloud (formerly RightNow) rates 3.8/5 stars with 89 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Basic
$1
user/month
‐
 
Standard
$00
user/month
‐
 
Plus
$06
user/month
‐
 
Free Trial Unavailable
Free Trial Unavailable
Help Scout
Basic
$5user/month
Standard
$28user/month
Plus
$83user/month
Free Trial Unavailable
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
3.3
6.0
Ease of Use
Ease of Use
4.7
7.0
Ease of Setup
Ease of Setup
1.0
1.8
Ease of Admin
Ease of Admin
5.8
2.4
Quality of Support
Quality of Support
7.0
4.5
Ease of Doing Business With
Ease of Doing Business With
3.1
3.7
Product Direction (% positive)
Product Direction (% positive)
2.0
5.3
Meets Requirements
Help Scout
4.3
Oracle Service Cloud (formerly RightNow)
7.7
Ease of Use
Help Scout
5.4
Oracle Service Cloud (formerly RightNow)
1.6
Ease of Setup
Help Scout
1.5
Oracle Service Cloud (formerly RightNow)
2.7
Ease of Admin
Help Scout
5.7
Oracle Service Cloud (formerly RightNow)
2.6
Quality of Support
Help Scout
4.3
Oracle Service Cloud (formerly RightNow)
4.8
Ease of Doing Business With
Help Scout
7.5
Oracle Service Cloud (formerly RightNow)
7.0
Product Direction (% positive)
Help Scout
2.2
Oracle Service Cloud (formerly RightNow)
7.8

Features

Ticket and Case Management
Ticket creation user experience
Help Scout
3.1
Oracle Service Cloud (formerly RightNow)
8.7
Ticket response user experience
Help Scout
3.5
Oracle Service Cloud (formerly RightNow)
2.4
Workflow
Help Scout
0.1
Oracle Service Cloud (formerly RightNow)
7.4
Response Automation
Help Scout
5.1
Oracle Service Cloud (formerly RightNow)
0.6
SLA Management
Help Scout
Not enough data available
Oracle Service Cloud (formerly RightNow)
6.5
Attachments/Screencasts
Help Scout
0.6
Oracle Service Cloud (formerly RightNow)
8.6
Ticket Collaboration
Help Scout
8.0
Oracle Service Cloud (formerly RightNow)
6.1
Knowledge Share
Knowledge Base
Help Scout
3.2
Oracle Service Cloud (formerly RightNow)
5.6
Searchable Articles
Help Scout
7.5
Oracle Service Cloud (formerly RightNow)
5.6
Community Forums
Help Scout
8.7
Oracle Service Cloud (formerly RightNow)
2.0
Interactive FAQs & Forums
Help Scout
6.7
Oracle Service Cloud (formerly RightNow)
1.0
Interaction
Web Portals
Help Scout
2.4
Oracle Service Cloud (formerly RightNow)
7.3
Forum to Reponse
Help Scout
4.6
Oracle Service Cloud (formerly RightNow)
8.1
Tickets and Tagging
Help Scout
0.0
Oracle Service Cloud (formerly RightNow)
8.1
Live Chat
Help Scout
5.8
Oracle Service Cloud (formerly RightNow)
5.8
Communication Channels
Customer Portal
Help Scout
2.1
Oracle Service Cloud (formerly RightNow)
8.0
Email to Case
Help Scout
2.0
Oracle Service Cloud (formerly RightNow)
8.5
Chat/Live Support
Help Scout
1.3
Oracle Service Cloud (formerly RightNow)
5.2
Social Integration
Help Scout
7.7
Oracle Service Cloud (formerly RightNow)
4.2
Call Center
Make, Receive, and Record Calls
Help Scout
Not enough data available
Oracle Service Cloud (formerly RightNow)
6.0
Customer and Contacts Database
Help Scout
2.6
Oracle Service Cloud (formerly RightNow)
2.4
Products and Version Tracking
Help Scout
Not enough data available
Oracle Service Cloud (formerly RightNow)
5.4
Call Scripting
Help Scout
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.2
Interactive Voice Response (IVR)
Help Scout
Not enough data available
Oracle Service Cloud (formerly RightNow)
5.4
Self Service/Community
Forums
Help Scout
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.0
Knowledge Base
Help Scout
2.4
Oracle Service Cloud (formerly RightNow)
4.2
Ideas/Feedback
Help Scout
5.8
Oracle Service Cloud (formerly RightNow)
1.3
Q&A
Help Scout
6.2
Oracle Service Cloud (formerly RightNow)
7.1
Reporting & Analytics
Social Monitoring
Help Scout
Not enough data available
Oracle Service Cloud (formerly RightNow)
0.5
Reporting
Help Scout
5.7
Oracle Service Cloud (formerly RightNow)
6.2
Dashboards
Help Scout
4.2
Oracle Service Cloud (formerly RightNow)
3.8
Platform
Mobile User Support
Help Scout
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.0
ITIL Compliance
Help Scout
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.7
Customization
Help Scout
4.1
Oracle Service Cloud (formerly RightNow)
8.2
User, Role, and Access Management
Help Scout
6.2
Oracle Service Cloud (formerly RightNow)
6.3
Internationalization
Help Scout
6.7
Oracle Service Cloud (formerly RightNow)
1.0
Performance & Reliability
Help Scout
0.8
Oracle Service Cloud (formerly RightNow)
1.4
Integration APIs
Help Scout
0.4
Oracle Service Cloud (formerly RightNow)
7.6

Reviewers' Company Size

Small-Business (36 or fewer emp.)
Small-Business
(20 or fewer emp.)
53.4%
5.1%
Mid-Market (51-4452 emp.)
Mid-Market
(57-3543 emp.)
02.1%
37.5%
Enterprise (> 5862 emp.)
Enterprise
(> 2737 emp.)
5.1%
28.1%
Help Scout
Small-Business
67.7%
Mid-Market
10.5%
Enterprise
7.4%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.8%
Mid-Market
17.7%
Enterprise
84.2%

Reviewers' Industry

 
Computer Software
51.6%
Retail
77.2%
 
Internet
34.0%
Information Technology and Services
27.6%
 
Information Technology and Services
4.8%
Computer Software
7.4%
 
Real Estate
6.6%
Financial Services
3.1%
 
Marketing and Advertising
0.5%
Consumer Electronics
4.8%
 
Other
20.0%
Other
45.2%
Help Scout
Computer Software
01.0%
Internet
85.1%
Information Technology and Services
2.5%
Real Estate
0.5%
Marketing and Advertising
1.0%
Other
16.7%
Oracle Service Cloud (formerly RightNow)
Retail
10.7%
Information Technology and Services
73.4%
Computer Software
2.2%
Financial Services
0.0%
Consumer Electronics
0.4%
Other
76.2%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Most Helpful Critical Review
Most Helpful Critical Review
Jake S.
Administrator in Computer Software

I dislike that we only have one admin login for all members of the support team. I'm not sure if this is just the way we have it set up or if that is something that is built into Help Scout but it makes auditing changes to articles very difficult. I also...

Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

 
Help Scout
Most Helpful Favorable Review
Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

Most Helpful Critical Review
Jake S.
Administrator in Computer Software

I dislike that we only have one admin login for all members of the support team. I'm not sure if this is just the way we have it set up or if that is something that is built into Help Scout but it makes auditing changes to articles very difficult. I also...

Oracle Service Cloud (formerly RightNow)
Most Helpful Favorable Review
Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Most Helpful Critical Review
Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

Screenshots

 
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Oracle Service Cloud (formerly RightNow)
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