Zendesk
Classic
Customer support helpdesk
More approachable customer service platform with AI agents, for teams wanting less Salesforce complexity.
Ticketing
Help centre
Live chat
Paid · from $19/agent/mo
Salesforce Service Cloud
Classic
Enterprise customer service platform
4.1
Paid · from $25/user/mo
Best for Large enterprise support teamsOverview
Service Cloud is Salesforce's enterprise support suite with omnichannel routing and deep CRM data. Implementation is long and costly.
Key features
- Omnichannel routing
- Case management
- Knowledge base
- CRM data
Pros
- Deep CRM integration
- Highly configurable
- Enterprise scale
Cons
- Expensive
- Complex setup
Salesforce Service Cloud screenshot
Captured from the official website
Salesforce Service Cloud replaces
AI alternatives to Salesforce Service Cloud
Freshdesk
Classic
Helpdesk ticketing for support teams
Lower-cost helpdesk with solid AI features, for SMBs migrating off enterprise Salesforce pricing.
Ticketing
Automations
Knowledge base
Freemium · from $15/agent/mo
HubSpot Service Hub
AI
Customer service connected to your CRM
CRM-integrated support suite with AI, an easier-to-deploy alternative to Service Cloud for mid-market.
Ticketing with CRM context
AI chatbots/summaries
Knowledge base
Freemium · from $15/seat/mo
Intercom Fin
AI
AI support agent
AI resolution agent that can replace much of Service Cloud's ticket handling for digital-first support teams.
Autonomous resolutions
Answers from help centre
Human handoff
Paid · from $0.99/resolution
Zoho Desk
AI
Context-aware customer service software
Affordable AI-powered helpdesk within the Zoho suite, popular with cost-conscious teams leaving Salesforce.
Zia AI assistant
Multichannel ticketing
SLA management
Freemium · from $14/agent/mo
Ada
AI
Enterprise AI customer service agent
Enterprise AI agent platform for automating high-volume support, an AI-first complement/replacement to Service Cloud agents.
AI resolution
Voice and chat
Systems integration
Paid · from Custom
ServiceNow CSM
AI
Connected, AI-powered customer service workflows
Enterprise workflow-driven customer service platform with AI, a direct large-enterprise Salesforce competitor.
AI case routing
Cross-department workflows
Virtual agent chatbots
Enterprise · from Custom pricing