Compare Oracle Service Cloud (formerly RightNow), Salesforce Service Cloud, and Zendesk Support

 
Salesforce Service Essentials
$ 25 USD Per user/month (billed annually)
Essential
$5 /month
 
Lightning Professional
$ 75 USD Per user/month (billed annually)
Team
$19 /month
 
Lightning Enterprise
$ 150 USD Per user/month (billed annually)
Professional
$49 /month
 
Lightning Unlimited
$ 300 USD Per user/month (billed annually)
Enterprise
$99 /month
 
Free Trial
Free Trial
Free Trial
 $ Get a Quote$ Get a Quote$ Get a Quote$ Get a QuoteRequest More InformationRequest More Information
Meets RequirementsSee More
Meets RequirementsSee More
8.2
(Based on 51 reviews)
8.6
(Based on 1,323 reviews)
8.8
(Based on 1,284 reviews)
Ease of UseSee More
Ease of UseSee More
8.0
(Based on 50 reviews)
8.2
(Based on 1,325 reviews)
8.7
(Based on 1,288 reviews)
Ease of SetupSee More
Ease of SetupSee More
7.3
(Based on 36 reviews)
7.7
(Based on 581 reviews)
8.3
(Based on 609 reviews)
Ease of AdminSee More
Ease of AdminSee More
7.5
(Based on 36 reviews)
8.1
(Based on 586 reviews)
8.4
(Based on 632 reviews)
Quality of SupportSee More
Quality of SupportSee More
7.4
(Based on 46 reviews)
8.3
(Based on 1,166 reviews)
8.5
(Based on 1,095 reviews)
Ease of Doing Business WithSee More
Ease of Doing Business WithSee More
7.4
(Based on 34 reviews)
8.5
(Based on 571 reviews)
8.6
(Based on 592 reviews)
Product Direction (% positive)See More
Product Direction (% positive)See More
5.9
(Based on 49 reviews)
8.0
(Based on 1,305 reviews)
7.9
(Based on 1,275 reviews)
Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
8.8%
25.2%
38.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
33.3%
40.8%
44.7%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
57.9%
34.0%
16.4%
 
Information Technology and Services
20.4%
Information Technology and Services
14.7%
Computer Software
18.0%
 
Retail
10.8%
Computer Software
14.6%
Information Technology and Services
15.3%
 
Financial Services
6.5%
Internet
8.2%
Internet
10.5%
 
Computer Software
6.5%
Hospital & Health Care
3.6%
Marketing and Advertising
4.9%
 
Pharmaceuticals
4.3%
Financial Services
3.4%
Telecommunications
3.3%
 
Other
51.6%
Other
55.5%
Other
48.0%
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...

Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

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.

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

 
 

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.

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