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

Pricing

 
Salesforce Service Essentials
$ 25 USD
Per user/month (billed annually)
Sprout
Free
for UNLIMITED agents
Inbox
$15
/agent/month
 
Lightning Professional
$ 75 USD
Per user/month (billed annually)
Blossom
$19
/ agent / month billed annually
Growth
$30
/agent/month
 
Lightning Enterprise
$ 150 USD
Per user/month (billed annually)
Garden
$35
/ agent / month billed annually
Scale
$60
/agent/month
 
Lightning Unlimited
$ 300 USD
Per user/month (billed annually)
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial Unavailable
Free Trial
Free Trial
Free Trial
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable
Salesforce Service Cloud
Salesforce Service Essentials
$ 25 USDPer user/month (billed annually)
Lightning Professional
$ 75 USDPer user/month (billed annually)
Lightning Enterprise
$ 150 USDPer user/month (billed annually)
Lightning Unlimited
$ 300 USDPer user/month (billed annually)
Free Trial
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.1
8.4
8.5
8.1
Ease of Use
Ease of Use
7.6
8.0
8.8
8.4
Ease of Setup
Ease of Setup
6.6
7.5
8.5
8.0
Ease of Admin
Ease of Admin
7.2
7.9
8.7
8.1
Quality of Support
Quality of Support
7.1
8.1
8.9
8.2
Ease of Doing Business With
Ease of Doing Business With
7.1
8.4
8.8
8.4
Product Direction (% positive)
Product Direction (% positive)
5.6
7.8
8.6
7.1
Meets Requirements
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.4
Freshdesk
8.5
Kayako
8.1
Ease of Use
Oracle Service Cloud (formerly RightNow)
7.6
Salesforce Service Cloud
8.0
Freshdesk
8.8
Kayako
8.4
Ease of Setup
Oracle Service Cloud (formerly RightNow)
6.6
Salesforce Service Cloud
7.5
Freshdesk
8.5
Kayako
8.0
Ease of Admin
Oracle Service Cloud (formerly RightNow)
7.2
Salesforce Service Cloud
7.9
Freshdesk
8.7
Kayako
8.1
Quality of Support
Oracle Service Cloud (formerly RightNow)
7.1
Salesforce Service Cloud
8.1
Freshdesk
8.9
Kayako
8.2
Ease of Doing Business With
Oracle Service Cloud (formerly RightNow)
7.1
Salesforce Service Cloud
8.4
Freshdesk
8.8
Kayako
8.4
Product Direction (% positive)
Oracle Service Cloud (formerly RightNow)
5.6
Salesforce Service Cloud
7.8
Freshdesk
8.6
Kayako
7.1

Features

Ticket and Case Management
Workflow
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.1
Freshdesk
8.4
Kayako
8.1
Response Automation
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.1
Freshdesk
8.4
Kayako
8.3
SLA Management
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.0
Freshdesk
8.2
Kayako
7.9
Attachments/Screencasts
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
7.7
Freshdesk
8.4
Kayako
7.4
Ticket Collaboration
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.1
Freshdesk
8.6
Kayako
8.5
Ticket creation user experience
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.3
Freshdesk
8.8
Kayako
8.8
Ticket response user experience
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.2
Freshdesk
8.8
Kayako
8.4
Knowledge Share
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.5
Freshdesk
8.7
Kayako
8.9
Searchable Articles
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
8.2
Freshdesk
8.6
Kayako
9.2
Community Forums
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.2
Freshdesk
8.4
Kayako
8.6
Interactive FAQs & Forums
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
7.9
Freshdesk
8.5
Kayako
8.5
Communication
Pop-up Chat
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.4
Freshdesk
9.0
Kayako
8.9
Notifications
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.0
Freshdesk
8.8
Kayako
8.5
Targeted Emails
Oracle Service Cloud (formerly RightNow)
8.7
Salesforce Service Cloud
8.3
Freshdesk
9.0
Kayako
8.3
In-App Messaging
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.3
Freshdesk
Not enough data available
Kayako
8.9
Interaction
Web Portals
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.3
Freshdesk
7.2
Kayako
9.0
Forum to Reponse
Oracle Service Cloud (formerly RightNow)
7.5
Salesforce Service Cloud
8.3
Freshdesk
8.5
Kayako
8.0
Tickets and Tagging
Oracle Service Cloud (formerly RightNow)
8.4
Salesforce Service Cloud
8.5
Freshdesk
8.8
Kayako
9.3
Live Chat
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.2
Freshdesk
8.8
Kayako
8.9
Internal Use
Customization
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.1
Freshdesk
8.0
Kayako
7.8
Conversation Archiving
Oracle Service Cloud (formerly RightNow)
8.5
Salesforce Service Cloud
8.2
Freshdesk
Not enough data available
Kayako
8.8
Lead Development
Oracle Service Cloud (formerly RightNow)
7.6
Salesforce Service Cloud
8.2
Freshdesk
Not enough data available
Kayako
8.0
Knowledge Base
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
7.9
Freshdesk
8.9
Kayako
8.6
Team Inbox
Oracle Service Cloud (formerly RightNow)
8.4
Salesforce Service Cloud
8.4
Freshdesk
8.9
Kayako
8.7
Customer Profiles
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.3
Freshdesk
8.6
Kayako
8.1
Communication Channels
Customer Portal
Oracle Service Cloud (formerly RightNow)
8.5
Salesforce Service Cloud
8.2
Freshdesk
8.6
Kayako
8.3
Email to Case
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.5
Freshdesk
8.9
Kayako
8.7
Chat/Live Support
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
7.9
Freshdesk
8.5
Kayako
8.2
Social Integration
Oracle Service Cloud (formerly RightNow)
6.4
Salesforce Service Cloud
7.9
Freshdesk
8.2
Kayako
6.9
Call Center
Make, Receive, and Record Calls
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.0
Freshdesk
8.3
Kayako
7.0
Customer and Contacts Database
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.2
Freshdesk
7.9
Kayako
7.6
Products and Version Tracking
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.0
Freshdesk
8.2
Kayako
6.9
Call Scripting
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
7.9
Freshdesk
8.1
Kayako
6.7
Interactive Voice Response (IVR)
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
7.9
Freshdesk
8.3
Kayako
6.7
Self Service/Community
Forums
Oracle Service Cloud (formerly RightNow)
9.1
Salesforce Service Cloud
8.0
Freshdesk
8.3
Kayako
7.7
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.1
Freshdesk
8.5
Kayako
7.9
Ideas/Feedback
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.0
Freshdesk
8.3
Kayako
7.2
Q&A
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.1
Freshdesk
8.5
Kayako
7.8
Reporting & Analytics
Social Monitoring
Oracle Service Cloud (formerly RightNow)
6.5
Salesforce Service Cloud
8.0
Freshdesk
8.2
Kayako
6.6
Reporting
Oracle Service Cloud (formerly RightNow)
7.2
Salesforce Service Cloud
8.0
Freshdesk
7.8
Kayako
7.1
Dashboards
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.0
Freshdesk
8.2
Kayako
7.6
Platform
ITIL Compliance
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.2
Freshdesk
8.2
Kayako
7.7
Mobile User Support
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
7.7
Freshdesk
8.1
Kayako
7.7
Customization
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.1
Freshdesk
8.0
Kayako
7.8
User, Role, and Access Management
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.4
Freshdesk
8.5
Kayako
8.2
Internationalization
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
8.0
Freshdesk
8.1
Kayako
8.0
Performance & Reliability
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.2
Freshdesk
8.8
Kayako
8.6
Integration APIs
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.0
Freshdesk
8.2
Kayako
8.0

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
6.5%
25.1%
53.2%
56.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
32.5%
40.7%
36.1%
35.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
61.0%
34.1%
10.7%
7.8%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.5%
Mid-Market
32.5%
Enterprise
61.0%
Salesforce Service Cloud
Small-Business
25.1%
Mid-Market
40.7%
Enterprise
34.1%
Freshdesk
Small-Business
53.2%
Mid-Market
36.1%
Enterprise
10.7%
Kayako
Small-Business
56.9%
Mid-Market
35.3%
Enterprise
7.8%

Reviewers' Industry

 
Information Technology and Services
16.8%
Information Technology and Services
14.6%
Information Technology and Services
20.3%
Information Technology and Services
23.6%
 
Retail
14.2%
Computer Software
14.3%
Computer Software
14.0%
Computer Software
17.3%
 
Computer Software
8.0%
Internet
8.1%
Internet
5.9%
Telecommunications
7.2%
 
Financial Services
6.2%
Hospital & Health Care
3.7%
Education Management
3.7%
Internet
5.3%
 
Pharmaceuticals
3.5%
Financial Services
3.4%
E-Learning
3.4%
Marketing and Advertising
3.8%
 
Other
51.3%
Other
56.0%
Other
52.7%
Other
42.8%
Oracle Service Cloud (formerly RightNow)
Information Technology and Services
16.8%
Retail
14.2%
Computer Software
8.0%
Financial Services
6.2%
Pharmaceuticals
3.5%
Other
51.3%
Salesforce Service Cloud
Information Technology and Services
14.6%
Computer Software
14.3%
Internet
8.1%
Hospital & Health Care
3.7%
Financial Services
3.4%
Other
56.0%
Freshdesk
Information Technology and Services
20.3%
Computer Software
14.0%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.7%
Kayako
Information Technology and Services
23.6%
Computer Software
17.3%
Telecommunications
7.2%
Internet
5.3%
Marketing and Advertising
3.8%
Other
42.8%

Reviews

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...

Nicole J.
User in Information Technology and Services

Kayako was easy to use out of the box. Our Support Staff was able to adapt and use it efficiently right away. Previously, the software we utilized was a very manual process so the automation of Kayako was crucial to the Support team and allowed additional...

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.

G2 Crowd User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

 
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.

Salesforce Service Cloud
Most Helpful Favorable Review
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...

Most Helpful Critical Review
G2 Crowd User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

Freshdesk
Most Helpful Favorable Review
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
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Kayako
Most Helpful Favorable Review
Nicole J.
User in Information Technology and Services

Kayako was easy to use out of the box. Our Support Staff was able to adapt and use it efficiently right away. Previously, the software we utilized was a very manual process so the automation of Kayako was crucial to the Support team and allowed additional...

Most Helpful Critical Review
G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Screenshots

 
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Videos

 

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.

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

Oracle Service Cloud (formerly RightNow)

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.

Salesforce Service Cloud
Freshdesk
Kayako

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

Ask Oracle a QuestionContact OracleAsk SF Service Cloud a QuestionContact SF Service CloudAsk Freshdesk a QuestionContact FreshdeskAsk Kayako a QuestionContact Kayako