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At a Glance
Market Segments
Small-Business (62.3% of reviews)
Small-Business (67.0% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
Free
Help Scout
Star Rating
(417)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 plansHiver
Star Rating
(1,275)4.6 out of 5
Market Segments
Small-Business (67.0% of reviews)
Pros & Cons
Entry-Level Pricing
Free
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 multi-channel coverage with a score of 9.8, allowing seamless integration across various communication platforms, while Hiver's score of 8.2 indicates a more limited multi-channel experience.
- Reviewers mention that Help Scout's ticket creation user experience is rated at 9.2, highlighting its intuitive interface, whereas Hiver's score of 8.9 suggests a slightly less user-friendly ticketing process.
- G2 users note that Help Scout's quality of support is rated at 9.1, with many praising the responsiveness and helpfulness of the support team, while Hiver's higher score of 9.3 indicates an even stronger support experience.
- Users on G2 highlight Help Scout's strong performance in response automation with a score of 8.6, but reviewers mention that Hiver's score of 8.7 shows a slight edge in automating responses effectively.
- Reviewers say that Help Scout's internal discussion feature is rated at 9.1, which facilitates team collaboration, while Hiver's score of 8.8 suggests it may not be as robust in this area.
- Users report that Help Scout's ticket collaboration feature scores 8.9, indicating effective teamwork on tickets, while Hiver's score of 9.0 shows it may offer slightly better collaboration tools.
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
315
9.0
988
Ease of Use
9.2
319
9.1
1,012
Ease of Setup
9.2
163
9.0
587
Ease of Admin
9.1
163
9.2
451
Quality of Support
9.1
289
9.2
916
Has the product been a good partner in doing business?
9.1
156
9.2
442
Product Direction (% positive)
8.2
303
9.1
981
Features by Category
Ticket and Case Management
9.2
175
|
Verified
8.8
212
|
Verified
9.2
174
|
Verified
8.7
215
|
Verified
8.6
188
|
Verified
8.6
222
|
Verified
8.6
164
8.5
207
|
Verified
Feature Not Available
8.2
178
|
Verified
8.7
176
|
Verified
8.3
191
8.9
175
|
Verified
8.6
206
|
Verified
8.2
99
8.1
112
Generative AI
5.2
7
7.1
75
6.1
6
7.2
74
Agentic AI - Help Desk
Not enough data
7.1
30
Not enough data
7.0
30
Not enough data
6.6
29
Communication Channels
Feature Not Available
8.2
161
9.2
166
|
Verified
8.9
217
|
Verified
7.7
101
|
Verified
8.5
190
7.7
61
7.5
110
6.8
28
|
Verified
7.5
105
Platform
7.5
39
7.5
176
|
Verified
7.7
90
|
Verified
7.8
161
8.6
104
|
Verified
8.8
215
|
Verified
8.5
78
|
Verified
8.2
176
|
Verified
8.1
144
|
Verified
8.2
193
|
Verified
8.2
151
|
Verified
8.4
208
|
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
351
Not enough data
8.8
386
Not enough data
7.5
331
Not enough data
7.9
348
Integrations
Not enough data
6.8
287
Not enough data
9.3
396
Not enough data
7.1
282
Time Management
Not enough data
8.7
352
Not enough data
8.5
345
Not enough data
8.0
314
Generative AI
Not enough data
7.4
205
Not enough data
7.1
200
Not enough data
7.4
203
Agentic AI - Email Management
Not enough data
7.0
32
Not enough data
7.0
33
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
9.0
29
|
Verified
Not enough data
8.9
30
|
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
90
|
Verified
7.8
161
8.7
29
|
Verified
Not enough data
7.9
18
|
Verified
Not enough data
9.0
32
|
Verified
Not enough data
9.5
30
|
Verified
Not enough data
8.4
30
|
Verified
Not enough data
Generative AI
Not enough data
7.4
7
Self-Service Experience
8.7
107
7.9
8
8.3
103
7.7
8
Feature Not Available
7.7
8
8.3
26
7.3
8
8.5
29
7.5
8
Self-Service Platform
8.8
28
7.9
8
8.7
31
8.1
8
Feature Not Available
7.7
8
8.7
29
7.9
8
Agentic AI - Customer Self-Service
Not enough data
7.4
7
Not enough data
7.6
7
Not enough data
7.6
7
Not enough data
6.7
7
Not enough data
6.7
7
Not enough data
7.1
7
Not enough data
7.4
7
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
6.7
5
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
20.4%
Information Technology and Services
9.9%
Internet
7.6%
Marketing and Advertising
4.4%
Retail
4.2%
Other
53.4%
Computer Software
6.9%
Marketing and Advertising
5.4%
Information Technology and Services
5.3%
Accounting
4.9%
Financial Services
4.2%
Other
73.3%
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
Yes, search "Help Scout" in your device's application store. 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
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
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
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