Compare Salesforce Service Cloud Software and Helpshift 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (62.3% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Starting at $150.00 Per Month
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,224)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansHelpshift
Star Rating
(381)4.3 out of 5
Market Segments
Mid-Market (62.3% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $150.00 Per Month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Salesforce Service Cloud excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Helpshift. Users appreciate its user-friendly interface and the flexibility to adapt the platform to meet both current and future business needs.
- Users say Helpshift stands out for its ease of use, particularly in tracking customer tickets. Reviewers highlight that it is very easy to use and allows support members to efficiently manage customer queries, making it a valuable tool for daily operations.
- According to verified reviews, Salesforce Service Cloud has a robust market presence with a vast number of reviews, indicating a well-established reputation. Users find it beneficial for storing and managing contacts from various vendors, which enhances their operational efficiency.
- Reviewers mention that Helpshift offers a seamless integration experience, particularly with Unity, and users find the configuration of notifications and app settings to be straightforward and effective. This ease of integration is a significant advantage for teams looking to streamline their customer support processes.
- G2 reviewers highlight that while Helpshift has a strong focus on personalization and mobile user support, Salesforce Service Cloud provides a more comprehensive suite of features that cater to a wider range of customer service needs, including advanced reporting and analytics capabilities.
- Users report that both platforms have their strengths in support quality, but Salesforce Service Cloud edges out with a slightly higher rating. However, Helpshift's users appreciate its offline FAQ feature, which enhances customer support accessibility even without an internet connection.
Pricing
Entry-Level Pricing
Agentforce Service (formerly Salesforce Service Cloud)
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Helpshift
Starter
Starting at $150.00
Per Month
Get started quickly with our Starter package of Mobile-First Customer Service Platform.
All packages come with 1,000 issues per month to get you started.
- Web & Mobile In-App Messaging
- Web & Mobile In-App Help Center
- Mobile SDK Integration
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Helpshift
Free Trial is available
Ratings
Meets Requirements
8.6
2,797
8.6
295
Ease of Use
8.4
5,383
8.8
295
Ease of Setup
7.9
4,139
8.2
139
Ease of Admin
8.2
1,536
8.4
138
Quality of Support
8.3
2,573
8.4
275
Has the product been a good partner in doing business?
8.7
1,517
8.5
134
Product Direction (% positive)
8.3
2,753
7.9
288
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
8.7
161
|
Verified
8.4
1208
|
Verified
8.7
163
|
Verified
8.3
1249
|
Verified
8.5
167
|
Verified
8.3
1161
|
Verified
8.5
169
8.1
985
8.1
122
|
Verified
7.9
1171
|
Verified
8.5
164
|
Verified
8.3
1153
|
Verified
8.3
161
|
Verified
8.5
1047
|
Verified
8.4
87
Generative AI
7.7
180
Not enough data
7.6
178
Not enough data
Agentic AI - Help Desk
8.3
58
Not enough data
8.4
57
Not enough data
8.2
60
Not enough data
Communication Channels
8.4
1024
|
Verified
8.6
150
|
Verified
8.6
1210
|
Verified
8.4
150
|
Verified
8.1
852
8.7
125
|
Verified
8.0
810
|
Verified
8.0
44
8.1
769
9.0
18
Platform
7.8
555
|
Verified
8.5
74
|
Verified
8.3
819
|
Verified
8.1
126
|
Verified
8.6
694
|
Verified
8.4
75
|
Verified
8.3
620
|
Verified
8.2
65
|
Verified
8.2
1150
|
Verified
7.8
139
|
Verified
8.2
1167
|
Verified
7.8
144
|
Verified
Administration
8.8
229
Not enough data
8.8
228
Not enough data
8.7
225
Not enough data
Knowledge Management
8.8
220
Not enough data
8.6
212
Not enough data
8.5
210
Not enough data
Compliance
8.7
228
Not enough data
8.7
225
Not enough data
8.6
225
Not enough data
8.6
222
Not enough data
Customer Support
8.1
211
Not enough data
8.2
204
Not enough data
8.0
193
Not enough data
Data Security
8.6
217
Not enough data
8.7
218
Not enough data
9.0
219
Not enough data
9.1
219
Not enough data
Administration
8.6
210
Not enough data
8.9
211
Not enough data
8.9
215
Not enough data
Generative AI
7.5
149
Not enough data
Channels
8.5
122
Not enough data
8.3
119
Not enough data
7.6
118
Not enough data
Design
8.4
116
Not enough data
8.0
116
Not enough data
8.3
119
Not enough data
8.4
119
Not enough data
8.5
115
Not enough data
Generative AI
7.5
112
Not enough data
7.6
111
Not enough data
Usability
8.6
204
Not enough data
8.6
207
Not enough data
8.7
205
Not enough data
Reporting
8.7
204
Not enough data
8.3
198
Not enough data
8.6
201
Not enough data
Generative AI
7.6
179
Not enough data
7.6
180
Not enough data
Quality Assurance
8.8
70
Not enough data
8.7
67
Not enough data
8.7
69
Not enough data
Engagement
8.8
68
Not enough data
8.8
68
Not enough data
8.8
68
Not enough data
Performance
8.7
69
Not enough data
8.8
68
Not enough data
Generative AI
7.7
59
Not enough data
8.0
60
Not enough data
Channels
7.4
275
Not enough data
7.3
269
Not enough data
7.9
273
Not enough data
7.3
266
Not enough data
8.8
280
Not enough data
Generative AI
7.0
217
Not enough data
Functions
7.9
269
Not enough data
8.0
266
Not enough data
7.6
258
Not enough data
7.2
254
Not enough data
7.2
256
Not enough data
7.2
259
Not enough data
7.7
259
Not enough data
8.0
258
Not enough data
Agentic AI - Contact Center
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Not enough data
Administrative
7.9
255
Not enough data
8.5
260
Not enough data
8.5
258
Not enough data
7.7
247
Not enough data
7.7
252
Not enough data
Responses
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.9
23
Not enough data
8.8
22
Not enough data
9.0
22
Platform
Not enough data
9.4
21
Not enough data
9.2
22
Not enough data
8.5
22
Not enough data
8.2
21
Not enough data
9.0
15
Not enough data
8.6
20
Not enough data
8.9
22
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Workforce Management
7.9
57
Not enough data
7.9
57
Not enough data
7.4
56
Not enough data
7.8
56
Not enough data
7.6
56
Not enough data
Administration
8.2
57
Not enough data
8.3
56
Not enough data
8.4
56
Not enough data
7.6
55
Not enough data
7.7
55
Not enough data
Conversational Platform
8.5
103
9.0
27
8.7
101
8.8
21
8.1
100
8.7
24
8.2
104
8.7
21
Support Automation
8.1
102
8.8
23
8.1
100
8.5
28
8.1
101
8.8
24
8.0
98
8.2
23
Generative AI
7.4
96
Not enough data
7.5
95
Not enough data
Platform
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
Channel
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
Not enough data
Not enough data
Customer Support
8.3
144
Not enough data
7.9
139
Not enough data
8.2
139
Not enough data
Automation
8.2
143
Not enough data
8.2
143
Not enough data
8.1
143
Not enough data
Artificial Intelligence
7.6
138
Not enough data
7.7
137
Not enough data
7.4
134
Not enough data
Generative AI
7.8
108
Not enough data
7.7
107
Not enough data
7.7
108
Feature Not Available
Communication
8.5
310
|
Verified
8.6
110
|
Verified
8.6
329
|
Verified
8.4
120
|
Verified
8.4
275
|
Verified
8.7
86
|
Verified
8.5
277
|
Verified
8.9
105
|
Verified
7.8
160
9.3
14
Internal Use
8.3
819
|
Verified
8.1
126
|
Verified
8.3
296
|
Verified
9.2
102
|
Verified
8.5
288
|
Verified
8.8
77
|
Verified
8.4
318
|
Verified
9.0
97
|
Verified
8.5
289
|
Verified
8.8
83
|
Verified
8.7
323
|
Verified
8.8
92
|
Verified
Generative AI
7.3
127
Not enough data
Self-Service Experience
8.6
593
8.8
148
8.3
579
8.5
138
8.3
528
8.2
107
8.0
214
8.9
21
8.4
224
8.9
21
Self-Service Platform
8.4
223
8.1
22
8.6
229
8.6
23
7.6
199
8.2
17
8.5
215
8.6
23
Agentic AI - Customer Self-Service
8.6
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
Generative AI
7.9(won by default)
54
Not enough data
8.0(won by default)
54
Not enough data
Process
8.6(won by default)
244
Not enough data
8.6(won by default)
264
Not enough data
8.3(won by default)
225
Not enough data
Channels
8.8(won by default)
273
Not enough data
8.4(won by default)
248
Not enough data
8.5(won by default)
231
Not enough data
8.6(won by default)
232
Not enough data
8.6(won by default)
214
Not enough data
Insight
8.6(won by default)
230
Not enough data
8.8(won by default)
265
Not enough data
8.5(won by default)
204
Not enough data
8.7(won by default)
252
Not enough data
Generative AI
8.0
80
Not enough data
7.9
81
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Categories
Categories
Shared Categories
Agentforce Service (formerly Salesforce Service Cloud) and Helpshift are categorized as Digital Customer Service Platforms, Conversational Support, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Contact Center Quality Assurance, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Service Automation
Helpshift is categorized as Chatbots and Multilingual Customer Support
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Helpshift
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
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.8%
Computer Games
22.6%
Entertainment
8.3%
Banking
6.8%
Financial Services
6.8%
Consumer Services
5.6%
Other
49.9%
Alternatives
Discussions
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
How can I improve my customer satisfaction if I have few staff handling Helpshift?
2 Comments
RR
You should increase your staff in such a way that the response time is compensated with the use of this tool.Read more
What would be the best way to receive notifications of chats waiting to be answered.
1 Comment
ŁM
You can create time based automations with add as an action internal note with notification of one of agents. Read more
What's the best way to correctly set up Helpshift Analytics?
1 Comment
TA
Honestly, your Helpshift account manager is the best way to set up Analytics. They will set up a call and walk you through the process as well as make sure...Read more
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