Compare Oracle Service Cloud (formerly RightNow), Salesforce Service Cloud, and Freshdesk

 
Salesforce Service Essentials
$ 25 USD Per user/month (billed annually)
Sprout
Free for UNLIMITED agents
 
Lightning Professional
$ 75 USD Per user/month (billed annually)
Blossom
$19 / agent / month billed annually
 
Lightning Enterprise
$ 150 USD Per user/month (billed annually)
Garden
$35 / agent / month billed annually
 
Lightning Unlimited
$ 300 USD Per user/month (billed annually)
Estate
$49 / agent / month billed annually
 
Forest
$89 / agent / month billed annually
 
Free Trial
Free Trial
Free Trial
 $ Get a Quote$ Get a Quote$ Get a Quote$ Get a Quote$ Get a Quote$ Get a Quote
Meets RequirementsSee More
Meets RequirementsSee More
8.2
(Based on 51 reviews)
8.6
(Based on 1,321 reviews)
8.6
(Based on 1,871 reviews)
Ease of UseSee More
Ease of UseSee More
8.0
(Based on 50 reviews)
8.2
(Based on 1,323 reviews)
8.9
(Based on 1,881 reviews)
Ease of SetupSee More
Ease of SetupSee More
7.3
(Based on 36 reviews)
7.7
(Based on 580 reviews)
8.7
(Based on 1,346 reviews)
Ease of AdminSee More
Ease of AdminSee More
7.5
(Based on 36 reviews)
8.1
(Based on 585 reviews)
8.8
(Based on 1,380 reviews)
Quality of SupportSee More
Quality of SupportSee More
7.4
(Based on 46 reviews)
8.2
(Based on 1,164 reviews)
9.0
(Based on 1,816 reviews)
Ease of Doing Business WithSee More
Ease of Doing Business WithSee More
7.4
(Based on 34 reviews)
8.5
(Based on 570 reviews)
9.0
(Based on 1,314 reviews)
Product Direction (% positive)See More
Product Direction (% positive)See More
5.9
(Based on 49 reviews)
8.0
(Based on 1,303 reviews)
8.8
(Based on 1,866 reviews)
Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
8.8%
25.3%
53.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
33.3%
40.8%
35.8%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
57.9%
34.0%
10.7%
 
Information Technology and Services
20.4%
Information Technology and Services
14.6%
Information Technology and Services
20.5%
 
Retail
10.8%
Computer Software
14.6%
Computer Software
14.1%
 
Financial Services
6.5%
Internet
8.2%
Internet
5.9%
 
Computer Software
6.5%
Hospital & Health Care
3.6%
Education Management
3.7%
 
Pharmaceuticals
4.3%
Financial Services
3.4%
E-Learning
3.5%
 
Other
51.6%
Other
55.6%
Other
52.3%
Most Helpful Favorable Review
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...

G2 Crowd User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
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.

Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
 

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

Ask Oracle a QuestionContact OracleAsk SF Service Cloud a QuestionContact SF Service CloudAsk Freshdesk a QuestionContact Freshdesk
Kate from G2 Crowd

Need help?

I can help.