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At a Glance
Market Segments
Small-Business (86.4% of reviews)
Mid-Market (42.6% of reviews)
Entry-Level Pricing
$59.00 1 Seats Per Month
Starting at $25.00 1 User Per Month
Pylon
Star Rating
(60)4.9 out of 5
Market Segments
Small-Business (86.4% of reviews)
Pros & Cons
Entry-Level Pricing
$59.00 1 Seats Per Month
Free Trial is available
Browse all 3 pricing plansSalesforce Service Cloud
Star Rating
(7,169)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Salesforce Service Cloud excels in its ticket creation user experience, scoring 8.5, while Pylon shines even brighter with a score of 9.8, indicating a more intuitive interface for creating support tickets.
- Reviewers mention that Pylon's SLA Management feature is particularly strong, achieving a score of 9.8, compared to Salesforce Service Cloud's 8.1, suggesting that Pylon offers more robust tools for managing service level agreements.
- G2 users highlight that Pylon's customer support quality is exceptional, with a score of 9.7, while Salesforce Service Cloud trails behind at 8.3, indicating that users may find Pylon's support more responsive and helpful.
- Users on G2 report that Pylon's automation capabilities, particularly in response automation, are superior with a score of 9.4, compared to Salesforce Service Cloud's 8.2, suggesting that Pylon may help teams resolve issues more efficiently.
- Reviewers mention that Salesforce Service Cloud has a larger market segment presence, particularly in mid-market businesses, while Pylon is favored by small businesses, which may influence the choice based on company size and needs.
- Users say that Pylon's ease of use is a standout feature, scoring 9.7, while Salesforce Service Cloud's score of 8.4 indicates that Pylon may be more user-friendly for everyday operations.
Pricing
Entry-Level Pricing
Pylon
Starter
$59.00
1 Seats Per Month
Get started with the basic features, but grow as fast as others.
- Support Inbox - Track and organize customer issues
- Traditional Sources - Email, Chat Widget, Forms
- Knowledge Base - Host a Help Center or Internal KB
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
Free Trial
Pylon
Free Trial is available
Salesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
9.4
45
8.6
2,757
Ease of Use
9.6
48
8.4
5,332
Ease of Setup
8.9
34
7.9
4,091
Ease of Admin
9.4
12
8.2
1,525
Quality of Support
9.6
44
8.3
2,538
Has the product been a good partner in doing business?
9.5
13
8.7
1,506
Product Direction (% positive)
9.7
46
8.2
2,718
Features by Category
Ticket and Case Management
9.8
26
8.5
1202
|
Verified
9.8
26
8.4
1200
|
Verified
9.7
25
8.3
1229
|
Verified
9.4
22
8.3
1152
|
Verified
9.8
23
8.1
978
9.6
20
7.9
1166
|
Verified
9.7
20
8.3
1148
|
Verified
9.4
19
8.5
1026
|
Verified
Generative AI
8.9
14
7.6
176
8.9
14
7.6
175
Agentic AI - Help Desk
Not enough data
8.1
51
Not enough data
8.2
53
Not enough data
8.1
54
Communication Channels
9.5
21
8.4
1019
|
Verified
9.4
21
8.6
1203
|
Verified
9.8
19
8.1
845
9.1
15
8.0
804
|
Verified
Feature Not Available
8.1
764
Platform
7.1
25
7.8
552
|
Verified
8.3
24
8.3
816
|
Verified
8.7
25
8.6
691
|
Verified
9.3
27
8.3
609
|
Verified
9.1
27
8.2
1143
|
Verified
9.3
26
8.2
1162
|
Verified
Customer Information
Not enough data
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Predictions
Not enough data
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Platform
Not enough data
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Generative AI
Not enough data
7.3
169
Not enough data
7.3
167
Agentic AI - Customer Success
Not enough data
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Administration
Not enough data
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Knowledge Management
Not enough data
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Compliance
Not enough data
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Customer Support
Not enough data
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Data Security
Not enough data
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Administration
Not enough data
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Generative AI
Not enough data
7.5
147
Channels
9.0
15
8.5
119
8.1
14
8.3
117
5.7
14
7.5
116
Design
8.5
13
8.4
113
7.3
13
7.9
114
8.7
13
8.2
116
8.2
13
8.4
116
8.8
13
8.5
113
Generative AI
6.4
12
7.4
110
6.5
12
7.5
109
Usability
Not enough data
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Reporting
Not enough data
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Generative AI
Not enough data
7.6
178
Not enough data
7.6
179
Quality Assurance
Not enough data
8.7
68
Not enough data
8.7
65
Not enough data
8.7
67
Engagement
Not enough data
8.8
66
Not enough data
8.8
66
Not enough data
8.7
66
Performance
Not enough data
8.6
66
Not enough data
8.8
66
Generative AI
Not enough data
7.7
57
Not enough data
7.9
58
Channels
Not enough data
7.4
274
Not enough data
7.3
268
Not enough data
7.9
272
Not enough data
7.3
265
Not enough data
8.7
279
Generative AI
Not enough data
7.0
216
Functions
Not enough data
7.9
268
Not enough data
8.0
265
Not enough data
7.6
257
Not enough data
7.2
253
Not enough data
7.2
255
Not enough data
7.2
258
Not enough data
7.7
258
Not enough data
8.0
257
Agentic AI - Contact Center
Not enough data
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Administrative
Not enough data
7.9
254
Not enough data
8.5
259
Not enough data
8.5
257
Not enough data
7.7
246
Not enough data
7.6
251
Workforce Management
Not enough data
7.9
56
Not enough data
7.9
56
Not enough data
7.4
55
Not enough data
7.8
55
Not enough data
7.6
55
Administration
Not enough data
8.2
56
Not enough data
8.3
55
Not enough data
8.4
55
Not enough data
7.6
54
Not enough data
7.7
54
Conversational Platform
8.5
12
8.5
101
7.9
12
8.6
99
8.5
12
8.0
98
8.2
12
8.2
101
Support Automation
8.3
12
8.1
99
8.3
11
8.1
98
8.3
11
8.0
99
7.1
11
7.9
96
Generative AI
6.3
10
7.4
94
6.5
10
7.4
93
Customer Support
Not enough data
8.3
142
Not enough data
7.9
137
Not enough data
8.2
137
Automation
Not enough data
8.2
140
Not enough data
8.2
141
Not enough data
8.1
140
Artificial Intelligence
Not enough data
7.6
135
Not enough data
7.6
135
Not enough data
7.3
132
Generative AI
8.2
11
7.7
107
8.6
11
7.7
106
7.9
11
7.7
107
Communication
8.9
18
8.5
309
|
Verified
9.4
17
8.6
328
|
Verified
8.8
15
8.4
274
|
Verified
9.8
17
8.5
276
|
Verified
9.0
15
7.8
159
Internal Use
8.3
24
8.3
816
|
Verified
9.9
16
8.3
295
|
Verified
8.3
14
8.5
287
|
Verified
9.6
15
8.4
317
|
Verified
9.7
16
8.5
288
|
Verified
9.6
15
8.7
321
|
Verified
Generative AI
Not enough data
7.2
126
Self-Service Experience
Not enough data
8.6
591
Not enough data
8.3
578
Not enough data
8.3
527
Not enough data
7.9
213
Not enough data
8.4
223
Self-Service Platform
Not enough data
8.4
222
Not enough data
8.6
227
Not enough data
7.6
198
Not enough data
8.5
214
Agentic AI - Customer Self-Service
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
8.6
6
Generative AI
Not enough data
7.9(won by default)
52
Not enough data
7.9(won by default)
52
Process
Not enough data
8.6(won by default)
242
Not enough data
8.6(won by default)
262
Not enough data
8.3(won by default)
223
Channels
Not enough data
8.8(won by default)
271
Not enough data
8.4(won by default)
246
Not enough data
8.5(won by default)
229
Not enough data
8.6(won by default)
230
Not enough data
8.6(won by default)
212
Insight
Not enough data
8.6(won by default)
228
Not enough data
8.8(won by default)
263
Not enough data
8.5(won by default)
202
Not enough data
8.7(won by default)
250
Generative AI
Not enough data
8.0
79
Not enough data
7.9
80
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
Categories
Categories
Shared Categories
Pylon and Salesforce Service Cloud are categorized as Live Chat, Help Desk, Conversational Support, and Customer Communications Management
Unique Categories
Pylon has no unique categories
Salesforce Service Cloud is categorized as Customer Service Automation, Digital Customer Service Platforms, Contact Center Quality Assurance, Complaint Management, Contact Center Knowledge Base, Social Customer Service, Customer Success, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Self-Service
Reviews
Reviewers' Company Size
Pylon
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
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
59.3%
Information Technology and Services
25.4%
Financial Services
5.1%
Logistics and Supply Chain
3.4%
Computer & Network Security
3.4%
Other
3.4%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.8%
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Discussions
Pylon has no discussions with answers
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