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

 
Salesforce Service Essentials
$ 25 USD Per user/month (billed annually)
Enterprise Package
$3000+ per solution
 
Lightning Professional
$ 75 USD Per user/month (billed annually)
Cloud
$15 per agent, per month
 
Lightning Enterprise
$ 150 USD Per user/month (billed annually)
Self-Hosted
$899 one-time fee
 
Lightning Unlimited
$ 300 USD Per user/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
8.6
(Based on 1,310 reviews)
9.1
(Based on 14 reviews)
8.2
(Based on 51 reviews)
Ease of UseSee More
Ease of UseSee More
8.2
(Based on 1,312 reviews)
9.4
(Based on 14 reviews)
8.0
(Based on 50 reviews)
Ease of SetupSee More
Ease of SetupSee More
7.7
(Based on 575 reviews)
9.3
(Based on 11 reviews)
7.3
(Based on 36 reviews)
Ease of AdminSee More
Ease of AdminSee More
8.1
(Based on 580 reviews)
9.3
(Based on 11 reviews)
7.5
(Based on 36 reviews)
Quality of SupportSee More
Quality of SupportSee More
8.2
(Based on 1,153 reviews)
9.9
(Based on 14 reviews)
7.4
(Based on 46 reviews)
Ease of Doing Business WithSee More
Ease of Doing Business WithSee More
8.5
(Based on 565 reviews)
9.9
(Based on 11 reviews)
7.4
(Based on 34 reviews)
Product Direction (% positive)See More
Product Direction (% positive)See More
8.0
(Based on 1,292 reviews)
10.0
(Based on 14 reviews)
5.9
(Based on 49 reviews)
Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
25.3%
40.0%
8.8%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
41.1%
46.7%
33.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
33.6%
13.3%
57.9%
 
Information Technology and Services
14.6%
Information Technology and Services
25.0%
Information Technology and Services
20.4%
 
Computer Software
14.5%
Semiconductors
10.0%
Retail
10.8%
 
Internet
8.3%
Internet
10.0%
Financial Services
6.5%
 
Hospital & Health Care
3.6%
Higher Education
10.0%
Computer Software
6.5%
 
Financial Services
3.4%
Financial Services
10.0%
Pharmaceuticals
4.3%
 
Other
55.5%
Other
35.0%
Other
51.6%
Most Helpful Favorable Review
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...

Geo L.
Executive Sponsor in Consumer Goods

UseResponse has been the selected product for our self serve support forum concept. They have delivered with great quality & service, and not to mention with great agility. It is also very cost competitive compared to other vendors.

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
Most Helpful Critical Review
G2 Crowd User in Internet

API is one of the worst I have ever worked with. I have never seen an API throttled to the pathetic rate desk.com allows. Their documentation for single-sign-on is ATROCIOUS, and flat-out does not work in python. Their support is awful, particularly...

Matt W.
Administrator in Information Technology and Services

There isn't anything about the product that I dislike I think with time the knowledge base and user base will make information even better and easier to solve without having to go to the support center.

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.

 
 
No videos provided.

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 SF Service Cloud a QuestionContact SF Service CloudAsk UseResponse a QuestionContact UseResponseAsk Oracle a QuestionContact Oracle
Kate from G2 Crowd

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