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At a Glance
Market Segments
Small-Business (62.3% of reviews)
Mid-Market (65.5% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
Starting at $89.00 1 User 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 plansKustomer
Star Rating
(503)4.5 out of 5
Market Segments
Mid-Market (65.5% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $89.00 1 User Per Month
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Help Scout excels in its Ease of Use with a score of 9.2, making it particularly favorable for small businesses that may not have extensive technical resources. In contrast, Kustomer, while still user-friendly, has a slightly lower score of 8.8, which some reviewers mention can lead to a steeper learning curve for new users.
- Reviewers mention that Help Scout's Multi-Channel Coverage is outstanding, scoring a perfect 9.8, allowing businesses to manage customer interactions across various platforms seamlessly. Kustomer, while also strong, has a slightly lower score in this area, indicating that some users feel it could improve in integrating all channels more fluidly.
- G2 users highlight Help Scout's Ticket Collaboration feature, which received a score of 8.9, as a strong point, enabling teams to work together effectively on customer issues. Kustomer, however, shines in Customer and Contacts Database management with a score of 9.1, which users say provides a more comprehensive view of customer interactions and history.
- Users on G2 report that Help Scout's Response Automation feature, scoring 8.6, is effective but lacks some advanced capabilities found in Kustomer, which scored 8.8. Reviewers mention that Kustomer's automation tools allow for more sophisticated workflows, enhancing efficiency in handling customer inquiries.
- Reviewers mention that Kustomer's AI Text Generation capabilities are superior, with a score of 9.1, providing advanced features that help in crafting responses. In comparison, Help Scout's AI features, scoring lower at 7.5, are seen as basic and less effective in automating customer interactions.
- Users say that Help Scout's Knowledge Base is robust, scoring 8.7, which helps customers find answers independently. Kustomer matches this score but users report that its Community Forums feature, scoring 8.5, offers a more engaging platform for users to share insights and solutions, enhancing the overall self-service experience.
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
Kustomer
Enterprise
Starting at $89.00
1 User Per Month
Essential CX tools for growing teams—
powerful, affordable, and built to scale
- Conversational Timeline
- Tasks and Automations
- Data & File Storage
Free Trial
Help Scout
Free Trial is available
Kustomer
No trial information availableRatings
Meets Requirements
8.7
315
8.9
378
Ease of Use
9.2
319
8.8
393
Ease of Setup
9.2
163
8.6
203
Ease of Admin
9.1
163
8.1
151
Quality of Support
9.1
289
9.0
360
Has the product been a good partner in doing business?
9.1
156
8.8
147
Product Direction (% positive)
8.2
303
8.8
369
Features by Category
Ticket and Case Management
9.2
175
|
Verified
9.2
181
|
Verified
9.2
174
|
Verified
9.1
185
|
Verified
8.6
188
|
Verified
8.9
188
|
Verified
8.6
164
8.9
181
|
Verified
Feature Not Available
8.9
160
|
Verified
8.7
176
|
Verified
8.9
179
|
Verified
8.9
175
|
Verified
9.2
180
|
Verified
8.2
99
9.2
179
|
Verified
Generative AI
5.2
7
7.8
48
6.1
6
8.4
48
Agentic AI - Help Desk
Not enough data
7.8
42
Not enough data
7.9
42
Not enough data
8.1
42
Communication Channels
Feature Not Available
8.9
163
|
Verified
9.2
166
|
Verified
9.3
184
|
Verified
7.7
101
|
Verified
9.1
160
|
Verified
7.7
61
8.5
160
|
Verified
6.8
28
|
Verified
8.7
148
Platform
7.5
39
8.0
82
7.7
90
|
Verified
8.7
168
|
Verified
8.6
104
|
Verified
9.2
123
|
Verified
8.5
78
|
Verified
8.9
119
|
Verified
8.1
144
|
Verified
8.4
155
|
Verified
8.2
151
|
Verified
8.5
155
|
Verified
Channels
9.7
10
Not enough data
8.6
7
Not enough data
8.1
6
Not enough data
Design
7.7
8
Not enough data
8.8
7
Not enough data
8.5
11
Not enough data
9.1
11
Not enough data
9.3
10
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
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
Conversational Platform
8.3
57
9.0
183
8.5
31
9.1
178
8.7
33
9.0
164
8.4
36
8.9
85
Support Automation
8.4
36
9.0
161
8.8
42
9.0
176
8.4
34
9.2
153
9.0
36
8.6
88
Generative AI
Not enough data
8.2
53
Not enough data
8.3
53
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
7.3
43
Not enough data
7.5
43
Not enough data
6.9
42
Communication
9.0
29
|
Verified
8.9
156
|
Verified
8.9
30
|
Verified
8.9
174
|
Verified
Feature Not Available
9.0
144
|
Verified
8.2
22
|
Verified
8.8
134
|
Verified
Feature Not Available
8.1
84
Internal Use
7.7
90
|
Verified
8.7
168
|
Verified
8.7
29
|
Verified
9.1
153
|
Verified
7.9
18
|
Verified
8.2
90
9.0
32
|
Verified
8.8
152
|
Verified
9.5
30
|
Verified
9.0
157
|
Verified
8.4
30
|
Verified
9.0
174
|
Verified
Generative AI
Not enough data
8.4
34
Self-Service Experience
8.7
107
8.9
90
8.3
103
8.7
87
Feature Not Available
8.6
68
8.3
26
8.3
51
8.5
29
8.7
55
Self-Service Platform
8.8
28
9.0
59
8.7
31
8.9
59
Feature Not Available
8.5
53
8.7
29
9.0
57
Agentic AI - Customer Self-Service
Not enough data
7.9
21
Not enough data
8.4
21
Not enough data
8.5
21
Not enough data
8.3
21
Not enough data
8.4
21
Not enough data
8.5
21
Not enough data
8.4
20
Generative AI
Not enough data
8.2(won by default)
23
Not enough data
8.3(won by default)
23
Process
Not enough data
8.8(won by default)
40
Not enough data
9.2(won by default)
44
Not enough data
9.4(won by default)
45
Channels
Not enough data
9.6(won by default)
45
Not enough data
9.0(won by default)
42
Not enough data
9.2(won by default)
42
Not enough data
9.1(won by default)
41
Not enough data
9.3(won by default)
41
Insight
Not enough data
9.1(won by default)
42
Not enough data
8.7(won by default)
45
Not enough data
8.4(won by default)
40
Not enough data
8.7(won by default)
43
Generative AI
Not enough data
8.0
35
Not enough data
8.3
35
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
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
7.5
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
7.8
6
Not enough data
7.5
6
Customer Interaction Automation - AI Customer Support Agents
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
8.1
6
Automation
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.6
6
Autonomy
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
8.3
6
Not enough data
7.8
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 Kustomer are categorized as Digital Customer Service Platforms, Conversational Support, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Kustomer is categorized as AI Customer Support Agents, AI Agent Builders, Social Customer Service, and AI Agents For Business Operations
Reviews
Reviewers' Company Size
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kustomer
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
12.8%
Retail
11.8%
Health, Wellness and Fitness
6.2%
Apparel & Fashion
5.8%
Food & Beverages
5.6%
Other
57.8%
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
How long are your contracts? Can I change plans?
1 Comment
Official Response from Kustomer
Plans are annual. We will work with you on a payment plan if needed.Read more
Is my business data private and safe?
1 Comment
Official Response from Kustomer
Yes. Customer security and privacy is a core value at Kustomer, and our team has extensive experience building secure applications. We combine...Read more
Does Kustomer integrate with other applications?
1 Comment
Official Response from Kustomer
Absolutely. We have native and partner integrations with a wide range of partners including Amazon Connect, Shopify, Talkdesk, Piesync, Aircall, Segment,...Read more
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