Compare Help Scout and Intercom 
At a Glance
Market Segments
Small-Business (61.8% of reviews)
Small-Business (59.1% of reviews)
Entry-Level Pricing
$50.00 Per Month
$39.00 1 Seat Per Month
Help Scout
Star Rating
(407)4.4 out of 5
Market Segments
Small-Business (61.8% of reviews)
Entry-Level Pricing
$50.00 Per Month
Free Trial is available
Browse all 3 pricing plansIntercom
Star Rating
(3,361)4.5 out of 5
Market Segments
Small-Business (59.1% of reviews)
Entry-Level Pricing
$39.00 1 Seat Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Help Scout excels in its ticket creation user experience, scoring 9.2, which reviewers mention makes it easy to manage customer inquiries efficiently. In contrast, Intercom's ticket creation experience, while still strong at 8.7, is noted to be slightly less intuitive.
- Reviewers mention that Help Scout's live chat feature is rated 9.3, providing a seamless communication experience, whereas Intercom's live chat, although rated highly at 9.6, is sometimes seen as overly complex due to its extensive customization options.
- G2 users highlight Help Scout's quality of support with a score of 9.1, indicating that users feel well-supported and valued. In comparison, Intercom's support quality, rated at 8.7, is still good but has received feedback about slower response times during peak hours.
- Users on G2 appreciate Help Scout's ease of use, scoring 9.2, which many reviewers say contributes to a smoother onboarding process. Intercom, while rated at 8.9, has been noted by some users as having a steeper learning curve due to its advanced features.
- Reviewers mention that Help Scout's multi-channel coverage is exceptional, scoring 9.8, allowing users to manage various communication channels effortlessly. Intercom, with a score of 8.8, is still effective but has been critiqued for lacking some integrations that Help Scout offers.
- Users say that Help Scout's ticket collaboration feature, rated at 8.9, fosters teamwork effectively, while Intercom's collaboration tools, rated at 8.8, are seen as slightly less user-friendly, particularly for teams that require real-time collaboration.
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Pricing
Entry-Level Pricing
Help Scout
Standard
$50.00
Per Month
Starts with 100 contacts per month and unlimited users
- All Free features and...
- Multiple Inboxes and Docs sites
- API and 100+ integrations
Intercom
Essential
$39.00
1 Seat Per Month
The customer support plan for individuals, startups, and small businesses.
- Shared inbox
- Fin AI chatbot
- Public help center
Free Trial
Help Scout
Free Trial is available
Intercom
Free Trial is available
Ratings
Meets Requirements
8.7
307
8.8
2,543
Ease of Use
9.2
309
8.9
2,571
Ease of Setup
9.1
156
8.5
1,210
Ease of Admin
9.1
160
8.7
1,150
Quality of Support
9.1
281
8.7
2,444
Has the product been a good partner in doing business?
9.1
153
8.8
1,150
Product Direction (% positive)
8.1
294
8.8
2,395
Features by Category
Ticket and Case Management
9.2
170
|
Verified
8.7
1000
|
Verified
9.2
169
|
Verified
8.8
1018
|
Verified
8.6
183
|
Verified
8.7
993
|
Verified
8.6
159
8.6
1041
|
Verified
Feature Not Available
8.4
582
|
Verified
8.6
171
|
Verified
8.9
1039
|
Verified
8.9
170
|
Verified
8.8
962
|
Verified
8.2
94
8.6
863
|
Verified
Generative AI
Not enough data
8.3
160
Not enough data
8.2
162
Communication Channels
Feature Not Available
9.0
793
|
Verified
9.3
161
|
Verified
8.8
993
|
Verified
7.7
96
|
Verified
9.4
1165
|
Verified
7.8
56
8.4
718
7.4
24
|
Verified
7.7
433
Platform
7.3
34
8.3
602
|
Verified
7.8
85
|
Verified
8.3
1101
|
Verified
8.7
99
|
Verified
8.8
706
|
Verified
8.6
73
|
Verified
8.7
672
|
Verified
8.1
139
|
Verified
8.1
900
|
Verified
8.3
146
|
Verified
8.1
903
|
Verified
Messenger
Not enough data
8.8
369
|
Verified
Not enough data
8.1
350
|
Verified
Not enough data
9.3
465
|
Verified
Not enough data
8.5
313
|
Verified
Channels
Not enough data
8.1
281
|
Verified
Not enough data
9.0
426
|
Verified
Not enough data
8.0
195
|
Verified
Not enough data
7.4
109
Not enough data
8.2
219
|
Verified
Customers
Not enough data
8.8
417
|
Verified
Not enough data
8.6
421
|
Verified
Not enough data
8.2
424
|
Verified
Not enough data
8.4
375
|
Verified
Not enough data
8.2
367
|
Verified
User Analysis
Not enough data
8.6
137
Not enough data
8.3
154
User Support
Not enough data
9.1
164
Not enough data
8.1
116
Not enough data
8.8
148
Walkthrough Type
Not enough data
8.9
133
Not enough data
9.0
144
Channels
9.8
9
8.8
187
8.9
6
8.4
178
8.3
5
7.6
168
Design
7.9
7
8.6
183
9.2
6
8.5
185
8.7
10
8.8
191
9.2
10
8.8
182
9.6
9
8.8
176
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Responses
Not enough data
9.2
61
Not enough data
9.1
63
Not enough data
9.0
61
Automation - AI Agents
Not enough data
8.5
41
Not enough data
9.1
43
Not enough data
Feature Not Available
Not enough data
8.3
42
Not enough data
9.0
42
Platform
Not enough data
9.3
60
Not enough data
9.0
60
Not enough data
9.1
60
Autonomy - AI Agents
Not enough data
8.6
43
Not enough data
8.8
44
Not enough data
8.8
43
Not enough data
8.8
45
Generative AI
Not enough data
Feature Not Available
Not enough data
9.0
30
Responses
Not enough data
8.8
510
Not enough data
8.8
501
Not enough data
9.1
499
Not enough data
8.9
475
Not enough data
8.7
399
Platform
Not enough data
9.5
526
Not enough data
8.9
499
Not enough data
8.8
495
Not enough data
8.7
478
Not enough data
8.5
339
Not enough data
8.9
445
Not enough data
8.9
501
Generative AI
Not enough data
Feature Not Available
Not enough data
8.5
63
Conversational Platform
8.3
56
8.7
984
8.5
30
8.7
763
8.7
32
8.8
785
8.4
35
9.0
707
Support Automation
8.4
35
8.7
788
8.9
41
8.7
828
8.4
33
8.6
446
9.1
35
8.8
736
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Sorting & Filtering
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Time Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
8.8
100
Not enough data
8.0
91
Not enough data
9.2
102
Automation
Not enough data
8.7
100
Not enough data
8.6
105
Not enough data
8.7
97
Artificial Intelligence
Not enough data
8.7
99
Not enough data
8.9
97
Not enough data
8.5
99
Generative AI
Feature Not Available
8.4
193
Feature Not Available
8.4
192
Feature Not Available
Feature Not Available
Communication
9.0
27
|
Verified
9.3
1322
|
Verified
8.9
28
|
Verified
8.9
1330
|
Verified
Feature Not Available
8.8
1079
|
Verified
8.1
20
|
Verified
9.2
1243
|
Verified
Feature Not Available
8.6
487
Internal Use
7.8
85
|
Verified
8.3
1101
|
Verified
8.7
27
|
Verified
8.8
985
|
Verified
7.7
16
|
Verified
8.4
937
|
Verified
9.0
30
|
Verified
8.7
1134
|
Verified
9.5
28
|
Verified
9.0
1208
|
Verified
8.6
28
|
Verified
8.6
1176
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Self-Service Experience
8.7
104
9.0
570
8.3
100
9.0
569
Feature Not Available
Feature Not Available
8.3
23
8.3
409
8.7
26
8.5
455
Self-Service Platform
8.7
25
8.7
452
8.6
28
8.8
457
Feature Not Available
8.3
394
8.8
26
8.8
441
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Process
Not enough data
9.3(won by default)
77
Not enough data
9.0(won by default)
74
Not enough data
9.6(won by default)
77
Channels
Not enough data
9.5(won by default)
77
Not enough data
8.8(won by default)
76
Not enough data
9.5(won by default)
80
Not enough data
8.5(won by default)
70
Not enough data
8.8(won by default)
72
Insight
Not enough data
9.2(won by default)
75
Not enough data
9.3(won by default)
76
Not enough data
8.9(won by default)
72
Not enough data
9.4(won by default)
72
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Categories
Categories
Shared Categories
Help Scout and Intercom are categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Customer Communications Management, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Help Scout is categorized as Email Management
Intercom is categorized as Customer Service Automation, AI Agents, Digital Adoption Platform, Conversational Marketing, Chatbots, and Social Customer Service
Reviews
Reviewers' Company Size
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Intercom
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
20.7%
Information Technology and Services
10.1%
Internet
7.8%
Marketing and Advertising
4.5%
Retail
4.3%
Other
52.5%
Computer Software
26.1%
Information Technology and Services
13.2%
Financial Services
7.4%
Internet
5.3%
Marketing and Advertising
4.9%
Other
43.1%
Most Helpful Reviews
Help Scout
Most Helpful Favorable Review
Danielle L.
Verified User in Computer Software
HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...
Most Helpful Critical Review
Verified User in Financial Services
Helpscout seems not to be compatible with quite a several CRM tools which can be frustrating when you need to link functions. E.g.Linking Helpscout to a CRM that can send our customers a notification once their ClickUp tickets have been resolved or moved...
Intercom
Most Helpful Favorable Review
Eugenio S.
Verified User in Information Technology and Services
I can promote leads and users to take effect with targeted email, and in-app information triggered by time. I like that this program can connect with another tool like Salesforce, Segment, and much more.
Most Helpful Critical Review
Verified User in Internet
We've found that problems in almost all areas of the product have repeatedly forced us to back off of our planned usage. Over and over, we've put together an implementation plan for one part of the product, began to roll it out and found that a series of...
Danielle L.
Verified User in Computer Software
HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...
Eugenio S.
Verified User in Information Technology and Services
I can promote leads and users to take effect with targeted email, and in-app information triggered by time. I like that this program can connect with another tool like Salesforce, Segment, and much more.
Verified User in Financial Services
Helpscout seems not to be compatible with quite a several CRM tools which can be frustrating when you need to link functions. E.g.Linking Helpscout to a CRM that can send our customers a notification once their ClickUp tickets have been resolved or moved...
Verified User in Internet
We've found that problems in almost all areas of the product have repeatedly forced us to back off of our planned usage. Over and over, we've put together an implementation plan for one part of the product, began to roll it out and found that a series of...
Alternatives
Discussions
What should I look for in a ticketing system?
2 comments
AG
Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration...Read more
Why sometimes the messages are not merged by themself?
2 comments
AG
Hey Oliver,
I'm Anthony. A member of Help Scout's support team.
If you still have questions about messages within Help Scout, please reach out and I'd...Read more
Do you have a mobile app?
1 comment
BD
Search for "Help Scout" in your device's application store.Read more
What is Intercom used for?
3 comments
JT
for sending emails to our correspondents and monitoring our callsRead more
While interaction can be audio visual emojies be developed
2 comments
SG
I do not think they have developed Intercom that far yet, though it would be great.Read more
¿What is the best economic model in order to use Intercom?
2 comments
AB
Plus is $39/seat (User) per month.
Its enough to get startedRead more
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