Salesforce Service CloudHelpshiftSalesforce Service Cloud vs Helpshift

Salesforce Service Cloud vs Helpshift: enterprise service CRM or in-app support

An enterprise service CRM against an in-app support for games and apps: one prints a price and one quotes. The six differences, what five people pay on each, and a third option.

By Khalid Nouri, founder of SellioPricing check dates are listed with each vendor below

Try the third optionSellio pricing

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The short answer

Pick Salesforce Service Cloud if the rest of the company runs on Salesforce and support must share the record. Pick Helpshift if you ship a mobile game or app and want support inside it with device data attached. For five people it is $975 a month on Salesforce Service Cloud, and a quote on Helpshift, before AI; Sellio Mini is $45 for the workspace. Salesforce Service Cloud and Helpshift both include email in the price; only Helpshift has website chat and WhatsApp. Neither Salesforce Service Cloud nor Helpshift includes Instagram and Telegram outright. Below, a third option for a team of two to ten that wants what Salesforce Service Cloud and Helpshift sell here at one price.

At a glanceSalesforce Service CloudSalesforce Service CloudHelpshiftHelpshift
Built aroundCases on the CRM · channels bought separatelyIn-app support for games · SDK first
Entry plan$25/user/mo · Starter SuiteQuote · priced by interaction volume
Chat in the price$195/user/mo · Core, plus messaging add-onsQuote · in-app and web
AI agentFlex Credits · Agentforce; Max includes 2.75M a yearIn the quote · AI agents by volume
Copilot for agentsIn AgentforceIn the quote
Free planNone · trials on Starter to AdvancedNone · request pricing

The six differences that decide it

Everything else on this page follows from these.

  1. 01

    Where a conversation starts

    Salesforce Service CloudSalesforce Service Cloud

    As a case on the Salesforce record, routed by Omni-Channel to a queue or an agent. Helpshift raises tickets too, from in-app support for games.

    HelpshiftHelpshift

    As an issue raised inside the game or app through the SDK, with device and player data attached. Salesforce Service Cloud raises tickets too, from cases on the CRM.

  2. 02

    What the seat buys

    Salesforce Service CloudSalesforce Service Cloud

    $25 buys the Starter Suite; the service editions run $195 on Core to $550 on Max, with channels as add-ons. $975 for five people; Helpshift prints no figure to set beside it.

    HelpshiftHelpshift

    There is no seat price; the quote is built from interaction volume, solutions and regions. No figure for five people here; Salesforce Service Cloud prints $975.

  3. 03

    How the AI is billed

    Salesforce Service CloudSalesforce Service Cloud

    Agentforce is sold in Flex Credits by usage; only Max includes an allowance. Helpshift meters AI (in the quote) above the seats as well.

    HelpshiftHelpshift

    AI agents are part of the modular quote, priced by the volume they handle. Salesforce Service Cloud meters AI (Flex Credits) above the seats as well.

  4. 04

    Channels in the price

    Salesforce Service CloudSalesforce Service Cloud

    Email and web on the editions; chat, messaging, WhatsApp and voice are bought as add-ons. Helpshift adds website chat and WhatsApp, which Salesforce Service Cloud lacks.

    HelpshiftHelpshift

    In-app, web, email, WhatsApp and Discord; no Instagram or Telegram. website chat and WhatsApp are here and not on Salesforce Service Cloud.

  5. 05

    Beyond the inbox

    Salesforce Service CloudSalesforce Service Cloud

    The whole CRM: sales, marketing, commerce, analytics and thousands of AppExchange apps. Helpshift is an in-app support for games and apps instead.

    HelpshiftHelpshift

    Player engagement, trust and safety, community, and outsourced human support. Salesforce Service Cloud is an enterprise service CRM instead.

  6. 06

    Time to the first reply

    Salesforce Service CloudSalesforce Service Cloud

    Weeks to months: an implementation, often with a partner. Helpshift is a sales cycle, then an SDK integration by your developers.

    HelpshiftHelpshift

    A sales cycle, then an SDK integration by your developers. Salesforce Service Cloud is weeks to months.

Sources: Salesforce Service Cloud pricing · Helpshift pricing. Each vendor’s own comparison of the other is linked so you can weigh both sides against ours.

What each one looks like

A look at the agent workspace. Interfaces can vary by plan and product version.

The Service Cloud console: the case with the contact, the knowledge panel and Omni-Channel
Salesforce Service CloudSalesforce Service Cloud. The Service Cloud console: the case with the contact, the knowledge panel and Omni-Channel
The Helpshift agent dashboard: an in-app issue with the player's device and session data
HelpshiftHelpshift. The Helpshift agent dashboard: an in-app issue with the player's device and session data

Pricing references: Salesforce Service Cloud pricing page (recorded 2026-09-13); Helpshift pricing page (recorded 2026-09-13). Prices change; confirm current terms with each vendor.

Salesforce Service Cloud, Helpshift and Sellio, side by side

Fifteen things a support team checks. A dash means the product does part of it or charges extra for it.

FeatureSalesforce Service CloudSalesforce Service CloudHelpshiftHelpshiftSellio

Pricing

Pricing model
Per user; channels and AI on top
Quote by interaction volume
Per workspace; seats and channels are plan limits
Free plan
None; trials
None
2 seats, 1 channel, 1 AI agent, no trial clock

Channels

Website live chat
Messaging add-on
In-app and web
One script tag; guides for HTML, React, Next.js and more
Email in the inbox
Email-to-case
Included
From Mini: forward your support address; reply from the thread
WhatsApp
Messaging add-on
Included
From Mini: WhatsApp Business API, several agents on one number
Instagram DMs
Messenger via add-on
Not offered
From Mini: Instagram DMs beside web chat
Telegram
Not offered
Discord instead
From Mini: paste a bot token; the webhook is set for you
Slack, Discord, Teams (two-way)
Slack is a Salesforce product
Discord as a customer channel
From Mini: two-way threads; a reply there reaches the customer

AI

AI agent trained on your docs
Agentforce
AI agents in the quote
Crawl your site, upload PDFs and FAQs; answers only from those
How AI is billed
Flex Credits by usage
By volume, quoted
Metered from an included credit, with caps you set
AI hands off to a person
Routes to a queue
Hands to an agent
On low confidence, a keyword, or a teammate taking over

Support operations

Tickets
Cases
Issues with states
On Plus: raise from any chat; customer, back-office and tracker
Visual workflow automation
Flow
Automations and bots
From Mini: 11 triggers, 18 actions, no code
Analytics and CSAT
Reports and Tableau
Reporting
From Essentials: response times, resolution, CSAT; topics and email reports on Plus

Apps

Desktop app (Windows, macOS)
Browser and mobile
Browser only
Native Windows and macOS apps

Which one, for whom

Pick Salesforce Service Cloud if

  • The rest of the company runs on Salesforce and support must share the record.
  • You have an implementation partner and a budget for add-ons.
  • It prints its price ($975 a month for five) where Helpshift quotes.
  • Time to the first reply is weeks to months here and a sales cycle, then an SDK integration by your developers on Helpshift.

Pick Helpshift if

  • You ship a mobile game or app and want support inside it with device data attached.
  • Discord and WhatsApp are where players write.
  • You need website chat and WhatsApp in the price, which Salesforce Service Cloud does not include outright.
  • Time to the first reply is a sales cycle, then an SDK integration by your developers here and weeks to months on Salesforce Service Cloud.

The third option: Sellio

  • You are two to ten people on Salesforce Service Cloud or Helpshift who answer chat, messaging and email, and want to compare workspace pricing with $975 a month on Salesforce Service Cloud, and a quote on Helpshift for five people.
  • You want the AI bill known before the month starts: Salesforce Service Cloud meters AI (Flex Credits) above the seats, Helpshift meters AI (in the quote) above the seats; Sellio includes a credit and lets you cap it.
  • You need Telegram and native Windows and macOS apps, which neither Salesforce Service Cloud nor Helpshift includes.

What two, five and ten people pay

Salesforce Service Cloud on Core: $390, $975 and $1,950 a month for two, five and ten people, before AI. Helpshift quotes per team, so two, five and ten people are three conversations with sales. Sellio: Free for two seats; Mini at $45 for five, $930 less than Salesforce Service Cloud and against a quote on Helpshift for five people; Essentials at $95 for ten, the AI credit included. At ten people, Essentials at $95 is $1,855 under Salesforce Service Cloud.

Where the two agree, and where they split

Salesforce Service Cloud is an enterprise service CRM built around cases on the CRM; Helpshift is an in-app support for games and apps built around in-app support for games. Neither has a free plan: Salesforce Service Cloud offers a free trial, Helpshift no trial. Salesforce Service Cloud and Helpshift both include email in the price; only Helpshift has website chat and WhatsApp. Neither Salesforce Service Cloud nor Helpshift includes Instagram and Telegram outright. Salesforce Service Cloud (Flex Credits) and Helpshift (in the quote) both meter AI above the seats. Salesforce Service Cloud and Helpshift both raise tickets, and neither Salesforce Service Cloud nor Helpshift ships a desktop app. Salesforce Service Cloud is weeks to months; Helpshift is a sales cycle, then an SDK integration by your developers.

What each price leaves out

Salesforce Service Cloud: Agentforce by Flex Credits; Max includes 2.75M a year, others buy by usage. Helpshift: AI agents are part of the modular quote. Beside Salesforce Service Cloud's Flex Credits and Helpshift's in the quote, Sellio includes an AI credit with each paid plan. Usage consumes that credit; additional credits cost extra, and you can set a spending cap.

How to decide in an afternoon

  1. Step 1

    Count agents and channels

    Anyone who replies is a seat. List the channels customers actually use.

    5 people reply5 seats
    Website chat61%
    WhatsApp27%
    Email12%
  2. Step 2

    Price the AI you would use

    Estimate monthly conversations the AI could close, then apply each vendor's per-resolution or per-session rate.

    1,200 conversations × 40% AI closes480
    Salesforce Service CloudSalesforce Service CloudAssumed $2$960
    HelpshiftHelpshiftSee vendorNot quoted
    Sellio$0.05$19

    Illustrative AI-only estimate; vendor units differ. Pack billing is rounded up. Sellio assumes Mini’s $5 credit and $0.05 per conversation.

  3. Step 3

    Trial the shortlist

    Check each vendor’s trial, free plan or demo terms. Where access is available, test one real channel before committing.

    Salesforce Service CloudSalesforce Service Cloud · Free trials on Starter, Pro, Core and Advanced
    HelpshiftHelpshift · None; request pricing
    Sellio · Free plan, no card

    Confirm trial access and limits, then evaluate one real channel on each.

Continue your research

FAQ

Salesforce Service Cloud vs Helpshift: the questions people ask

Salesforce Service Cloud is an enterprise service CRM built around cases on the CRM; Helpshift is an in-app support for games and apps built around in-app support for games.

  • Entry plan: Salesforce Service Cloud $25/user/mo (Starter Suite); Helpshift Quote (priced by interaction volume).
  • Chat in the price: Salesforce Service Cloud $195/user/mo (Core, plus messaging add-ons); Helpshift Quote (in-app and web).
  • Sellio: Instagram and Telegram, which neither Salesforce Service Cloud nor Helpshift has outright, plus the rest of the five, on every paid plan.

Sellio's side of the Salesforce Service Cloud and Helpshift rows is on the shared inbox page.

Still have a question? Contact us or browse the docs.

Or the third option: one price, every channel.

Sellio puts website chat, WhatsApp, Instagram, Telegram and email in one inbox with tickets and an AI agent, for $45 to $295 a month per workspace.

Get startedRead the docs

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