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At a Glance
Market Segments
Small-Business (62.3% of reviews)
Mid-Market (58.7% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
Contact Us 1 Users Per Month
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 plansKapture CX
Star Rating
(348)4.5 out of 5
Market Segments
Mid-Market (58.7% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us 1 Users Per Month
Browse all 3 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 communication across various platforms, while Kapture CX scores 8.9, indicating a slightly less comprehensive approach to channel integration.
- Reviewers mention that Help Scout's ticket response user experience is rated at 9.2, highlighting its intuitive interface, whereas Kapture CX's score of 8.8 suggests room for improvement in user experience during ticket handling.
- G2 users note that Help Scout's quality of support is rated at 9.1, reflecting strong customer service, while Kapture CX's score of 8.4 indicates that users may not find support as responsive or helpful.
- Users on G2 highlight Help Scout's ease of use with a score of 9.2, making it a preferred choice for small businesses, while Kapture CX, with a score of 8.8, may require a steeper learning curve for new users.
- Reviewers mention that Help Scout's automation features, particularly in response automation, score 8.6, which is competitive, but Kapture CX slightly outperforms with a score of 8.7, indicating better automation capabilities.
- Users say that Help Scout's knowledge base feature is rated at 9.3, providing excellent self-service options, while Kapture CX matches this with a score of 8.7, suggesting both platforms offer valuable resources for users seeking assistance.
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
Kapture CX
ENTERPRISE
Contact Us
1 Users Per Month
Includes all features in Professional, plus...
- Ticketing System
- Omnichannel - Text, Call, Email, Social Media, Kiosks, Mobile Apps, Website
- 1000+ API Integrations
Free Trial
Help Scout
Free Trial is available
Kapture CX
No trial information availableRatings
Meets Requirements
8.7
315
9.0
300
Ease of Use
9.2
319
9.2
300
Ease of Setup
9.2
163
9.2
253
Ease of Admin
9.1
163
8.8
110
Quality of Support
9.1
289
8.8
298
Has the product been a good partner in doing business?
9.1
156
8.9
111
Product Direction (% positive)
8.2
303
9.5
273
Features by Category
Ticket and Case Management
9.2
175
|
Verified
9.0
106
9.2
174
|
Verified
8.9
104
8.6
188
|
Verified
8.8
101
8.6
164
8.8
99
Feature Not Available
8.6
99
8.7
176
|
Verified
8.6
99
8.9
175
|
Verified
8.7
98
8.2
99
8.9
100
Generative AI
5.2
7
8.4
78
6.1
6
8.4
78
Agentic AI - Help Desk
Not enough data
8.3
41
Not enough data
8.0
41
Not enough data
8.5
41
Communication Channels
Feature Not Available
9.0
96
9.2
166
|
Verified
8.9
98
7.7
101
|
Verified
8.6
94
7.7
61
8.7
95
6.8
28
|
Verified
8.8
92
Platform
7.5
39
8.5
91
7.7
90
|
Verified
8.7
118
8.6
104
|
Verified
8.7
99
8.5
78
|
Verified
8.7
101
8.1
144
|
Verified
8.5
99
8.2
151
|
Verified
8.7
96
Core Conversational Capabilities - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data
Not enough data
8.5
18
Not enough data
8.4
17
Interaction
Not enough data
8.3
16
Not enough data
8.5
16
Not enough data
8.6
16
Not enough data
8.5
16
Not enough data
8.7
15
Task & Flow Management - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Learning
Not enough data
8.8
15
Not enough data
8.6
15
Deployment & Embedding - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Content Generation
Not enough data
8.6
15
Not enough data
8.6
15
Admin & Configuration - AI Chatbots
Not enough data
Not enough data
System
Not enough data
8.8
14
Not enough data
8.6
15
Not enough data
8.6
14
Not enough data
8.8
14
Agentic AI - AI Chatbots
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
Monitoring & Improvement - AI Chatbots
Not enough data
Not enough data
Reliability & Safety - AI Chatbots
Not enough data
Not enough data
Administration
Not enough data
8.8
31
Not enough data
8.9
28
Not enough data
8.6
28
Knowledge Management
Not enough data
9.1
28
Not enough data
9.3
27
Not enough data
8.5
27
Compliance
Not enough data
8.6
28
Not enough data
8.8
28
Not enough data
8.7
28
Not enough data
8.9
27
Customer Support
Not enough data
9.0
29
Not enough data
9.0
29
Not enough data
8.8
28
Data Security
Not enough data
8.7
26
Not enough data
9.0
27
Not enough data
9.1
25
Not enough data
8.8
25
Administration
Not enough data
9.0
27
Not enough data
8.9
29
Not enough data
9.1
30
Generative AI
Not enough data
8.7
21
Call Analytics
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agent Performance 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
Agentic AI - Conversation Intelligence
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
Channels
9.7
10
9.0
75
8.6
7
8.6
71
8.1
6
8.2
73
Design
7.7
8
8.7
74
8.8
7
8.5
73
8.5
11
8.8
75
9.1
11
8.7
75
9.3
10
8.6
73
Generative AI
Not enough data
7.7
37
Not enough data
7.5
37
Usability
Not enough data
8.7
72
Not enough data
8.7
71
Not enough data
9.0
71
Reporting
Not enough data
8.7
73
Not enough data
8.4
72
Not enough data
8.7
73
Generative AI
Not enough data
7.3
33
Not enough data
7.8
33
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - 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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - 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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Responses
Not enough data
9.0
35
Not enough data
8.9
35
Not enough data
8.9
35
Not enough data
9.0
35
Not enough data
9.0
34
Platform
Not enough data
8.6
33
Not enough data
9.1
33
Not enough data
8.7
33
Not enough data
8.8
33
Not enough data
8.8
34
Not enough data
8.9
35
Not enough data
9.0
33
Generative AI
Not enough data
8.8
14
Not enough data
7.9
13
Feedback Management
Not enough data
7.6
7
Not enough data
6.7
7
Not enough data
7.9
7
Feedback Analysis
Not enough data
6.4
7
Not enough data
8.1
7
Not enough data
6.1
6
Feedback Sources
Not enough data
7.9
7
Not enough data
6.7
7
Not enough data
7.4
7
Not enough data
6.9
7
Generative AI
Not enough data
7.3
5
Not enough data
7.7
5
Conversational Platform
8.3
57
8.3
42
8.5
31
8.2
42
8.7
33
8.1
41
8.4
36
8.0
41
Support Automation
8.4
36
8.0
40
8.8
42
8.4
41
8.4
34
7.9
41
9.0
36
8.3
41
Generative AI
Not enough data
8.0
23
Not enough data
7.5
22
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
Agentic AI - Email Management
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
8.3
6
Not enough data
7.5
6
Not enough data
6.4
6
Communication
9.0
29
|
Verified
9.9
27
8.9
30
|
Verified
9.9
28
Feature Not Available
9.8
28
8.2
22
|
Verified
9.3
27
Feature Not Available
9.7
25
Internal Use
7.7
90
|
Verified
8.7
118
8.7
29
|
Verified
9.9
27
7.9
18
|
Verified
9.3
28
9.0
32
|
Verified
9.4
26
9.5
30
|
Verified
9.9
28
8.4
30
|
Verified
9.8
27
Generative AI
Not enough data
8.6
48
Self-Service Experience
8.7
107
8.9
65
8.3
103
8.5
63
Feature Not Available
8.5
61
8.3
26
8.3
60
8.5
29
8.7
62
Self-Service Platform
8.8
28
8.6
62
8.7
31
8.6
59
Feature Not Available
8.5
60
8.7
29
8.7
58
Agentic AI - Customer Self-Service
Not enough data
8.7
20
Not enough data
8.6
20
Not enough data
8.8
20
Not enough data
8.8
20
Not enough data
8.3
20
Not enough data
8.3
20
Not enough data
8.5
20
Generative AI
Not enough data
8.7(won by default)
39
Not enough data
8.7(won by default)
39
Process
Not enough data
Feature Not Available
Not enough data
8.8(won by default)
51
Not enough data
8.4(won by default)
48
Channels
Not enough data
9.0(won by default)
51
Not enough data
8.8(won by default)
52
Not enough data
8.4(won by default)
47
Not enough data
8.9(won by default)
47
Not enough data
9.0(won by default)
47
Insight
Not enough data
8.6(won by default)
50
Not enough data
8.6(won by default)
51
Not enough data
8.5(won by default)
45
Not enough data
8.9(won by default)
49
Generative AI
Not enough data
7.5
6
Not enough data
7.2
6
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Survey Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Process Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
System Management
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
7.3
8
Not enough data
7.7
8
Before the Job
Not enough data
7.8
15
Not enough data
8.5
11
Not enough data
8.6
15
Not enough data
8.6
16
On the Job
Not enough data
9.4
13
Not enough data
7.9
15
Not enough data
9.1
11
Not enough data
8.2
13
Not enough data
8.8
14
After the Job
Not enough data
9.0
16
Not enough data
8.7
14
Not enough data
9.2
10
Not enough data
8.9
11
Agentic AI - Field Service Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
9.2
30
Not enough data
8.8
31
Not enough data
8.4
30
Not enough data
8.3
31
Not enough data
8.3
31
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.8
31
Not enough data
8.2
31
Not enough data
8.8
30
Not enough data
8.6
30
Automation
Not enough data
8.8
31
Not enough data
8.6
31
Not enough data
8.9
31
Autonomy
Not enough data
8.6
31
Not enough data
8.5
31
Not enough data
8.7
31
Not enough data
8.9
31
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 Kapture CX are categorized as Digital Customer Service Platforms, Conversational Support, Customer Communications Management, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Help Scout is categorized as Shared Inbox and Email Management
Kapture CX is categorized as AI Chatbots, Feedback Analytics, Complaint Management, Conversation Intelligence, Contact Center Knowledge Base, Chatbots, Social Customer Service, Enterprise Feedback Management, Field Service Management, AI Agents For Business Operations, and AI Customer Support Agents
Reviews
Reviewers' Company Size
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kapture CX
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%
Consumer Services
14.2%
Pharmaceuticals
7.9%
Health, Wellness and Fitness
6.9%
Computer Software
6.9%
Telecommunications
6.0%
Other
58.0%
Alternatives
Discussions
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
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
Do you have a mobile app?
1 Comment
BD
Yes, search "Help Scout" in your device's application store. Read more
What is CRM and its functions?
3 Comments
PC
CRM stands for Customer Relationship Management and is a software system that helps business owners easily track all communications and nurture relationships...Read more
Can I customize my interface on this platform?
1 Comment
KC
Hi Lowin,
Thanks for your query
You can configure and customize the platform but you cannot customize the User Interface.
Kapture is a CRM Platform on...Read more
Please make user interface bit attractive
1 Comment
EN
It is a support used to highlight the attractive object, it can be makeup for a person, it can be a belt for a dog or something else that beautifies.Read more
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