Compare Help Scout and Hiver
Featured Products
At a Glance
Market Segments
Small-Business (62.3% of reviews)
Small-Business (66.9% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
Free
Help Scout
Star Rating
(427)4.4 out of 5
Market Segments
Small-Business (62.3% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00 5 Users Per Month
Free Trial is available
Browse all 5 pricing plans
Hiver
Star Rating
(1,283)4.6 out of 5
Market Segments
Small-Business (66.9% of reviews)
Pros & Cons
Entry-Level Pricing
Free
Free Trial is available
Browse all 4 pricing plans
Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Help Scout excels in providing a user-friendly interface, making it easy for teams to navigate and manage customer support tasks. Users appreciate features like the shared inbox and knowledge base, which enhance accessibility and streamline communication.
- Users say Hiver stands out for its robust email management capabilities, particularly in organizing shared inboxes. Reviewers highlight how the ability to assign emails and track tasks has significantly improved their workflow, making it easier to manage customer queries without missing important communications.
- According to verified reviews, Help Scout is praised for its effective ticket creation and response processes, with users noting that it helps them quickly identify and resolve customer issues. This efficiency is a key factor in their overall satisfaction with the platform.
- Reviewers mention that Hiver's collaboration features, such as internal notes and task tracking, enhance team communication and accountability. Users find that these tools help them stay organized and ensure that all team members are aligned on customer interactions.
- G2 reviewers highlight that while Help Scout has a strong focus on customer support, it may not always meet the specific workflow needs of every organization, leading to some configuration challenges. This feedback suggests that users should consider their unique requirements before choosing Help Scout.
- Users appreciate Hiver's free entry-level pricing, which makes it an attractive option for small businesses looking to manage their email communications effectively. This affordability, combined with its strong feature set, positions Hiver as a compelling choice for budget-conscious teams.
Pricing
Entry-Level Pricing
Help Scout
Free
$0.00
5 Users Per Month
Limited to 100 contacts per month and 5 users.
- Up to 5 users
- 1 Inbox
- 10 Saved replies
Hiver
Free
Free
- Multi-channel shared inboxes
- Email management
- Live chat support
Free Trial
Help Scout
Free Trial is available
Hiver
Free Trial is available
Ratings
Meets Requirements
8.7
323
9.0
993
Ease of Use
9.2
327
9.1
1,017
Ease of Setup
9.2
169
9.0
593
Ease of Admin
9.1
166
9.2
454
Quality of Support
9.0
297
9.2
921
Has the product been a good partner in doing business?
9.1
160
9.2
445
Product Direction (% positive)
8.1
311
9.1
986
Features by Category
Ticket and Case Management
9.2
177
|
Verified
8.8
212
|
Verified
9.2
177
|
Verified
8.8
216
|
Verified
8.6
193
|
Verified
8.6
223
|
Verified
8.6
166
8.5
205
|
Verified
Feature Not Available
8.2
177
|
Verified
8.6
178
|
Verified
8.3
189
8.9
180
|
Verified
8.6
209
|
Verified
8.2
99
8.1
112
Generative AI
5.2
7
7.2
74
6.1
6
7.3
73
Agentic AI - Help Desk
Not enough data
7.3
29
Not enough data
7.2
29
Not enough data
6.8
28
Communication Channels
Feature Not Available
8.2
160
9.2
170
|
Verified
8.9
217
|
Verified
7.7
105
|
Verified
8.5
190
7.7
61
7.5
109
6.8
28
|
Verified
7.5
104
Platform
7.5
39
7.5
175
|
Verified
7.7
92
|
Verified
7.8
160
8.6
104
|
Verified
8.8
214
|
Verified
8.5
81
|
Verified
8.2
175
|
Verified
8.1
147
|
Verified
8.2
193
|
Verified
8.2
151
|
Verified
8.4
207
|
Verified
Channels
9.7
10
7.9
149
8.6
7
7.6
143
8.1
6
6.7
141
Design
7.7
8
7.9
142
8.8
7
7.3
142
8.5
11
8.0
144
9.1
11
8.2
144
9.3
10
7.8
141
Generative AI
Not enough data
7.1
107
Not enough data
7.1
105
Usability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Reporting
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
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Conversational Platform
8.3
57
Not enough data
8.5
31
Not enough data
8.7
33
Not enough data
8.4
36
Not enough data
Support Automation
8.4
36
Not enough data
8.8
42
Not enough data
8.4
34
Not enough data
9.0
36
7.3
5
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Sorting & Filtering
Not enough data
8.1
350
Not enough data
8.8
385
Not enough data
7.5
330
Not enough data
8.0
347
Integrations
Not enough data
6.8
286
Not enough data
9.3
396
Not enough data
7.1
281
Time Management
Not enough data
8.7
351
Not enough data
8.5
344
Not enough data
8.0
313
Generative AI
Not enough data
7.5
204
Not enough data
7.2
199
Not enough data
7.4
202
Agentic AI - Email Management
Not enough data
7.2
31
Not enough data
7.2
32
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
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
Communication
8.9
30
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Not enough data
8.2
22
|
Verified
Not enough data
Feature Not Available
Not enough data
Internal Use
7.7
92
|
Verified
7.8
160
8.7
29
|
Verified
Not enough data
7.9
18
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
9.5
33
|
Verified
Not enough data
8.4
30
|
Verified
Not enough data
Generative AI
Not enough data
8.6
6
Self-Service Experience
8.7
108
8.6
7
8.3
103
8.3
7
Feature Not Available
8.6
7
8.3
26
8.3
7
8.5
29
8.3
7
Self-Service Platform
8.8
28
8.6
7
8.7
31
8.6
7
Feature Not Available
8.8
7
8.7
29
8.8
7
Agentic AI - Customer Self-Service
Not enough data
8.6
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
8.1
6
Not enough data
8.3
6
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Process
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Insight
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
9.0
5
Not enough data
9.0
5
Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Ticket Management - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Support Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Google Workspace Communication Tools
Not enough data
7.2
6
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Help Scout and Hiver are categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Customer Communications Management, Live Chat, Help Desk, Customer Self-Service, and Email Management
Unique Categories
Help Scout has no unique categories
Hiver is categorized as Complaint Management, Social Customer Service, Customer Service Automation, Google Workspace Communication Tools, AI IT Agents, and Chatbots
Reviews
Reviewers' Company Size
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Hiver
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
21.3%
Information Technology and Services
9.9%
Internet
7.5%
Marketing and Advertising
4.3%
Retail
4.1%
Other
52.9%
Computer Software
6.9%
Information Technology and Services
5.6%
Marketing and Advertising
5.5%
Accounting
4.8%
Financial Services
4.1%
Other
73.1%
Alternatives
Discussions
What should I look for in a ticketing system?
2 Comments
AG
What you're looking for in a ticketing system is going to depend on your specific processes for reactively and proactively supporting your customers.
I...Read more
Why sometimes the messages are not merged by themself?
2 Comments
DP
I think you need to contact support as I do not have had this issue in the last 3 years (+4100 conversations currently recorded).Read more
Is Helpscout a CRM?
1 Comment
BW
No. Help Scout is an excellent tool for answering customer questions. It can be powerfully integrated with a CRM by syncing Help Scout information back to...Read more
How can i separate Hiver tickets from my own emails in Gmail?
1 Comment
RG
We just create a filter that auto archives anything in the Shared Inbox from Hiver so that those emails only show up in the Hiver folder. Read more
Is there a way to make pending items show up in my hiver inbox? Right now, they are separate.
1 Comment
PA
Hi Makisha,
I am Pratibha from the Product team at Hiver.
As of now, there's no way to show Pending conversations assigned to you in your Inbox. But I...Read more
What is the future development direction for Hiver?
1 Comment
NR
Hi George. Thanks for being a Hiver champion over the years. I'm Niraj, founder and CEO at Hiver. Hope you remembers our communication from a few years back...Read more