Compare Help Scout and Kustomer 
At a Glance
Market Segments
Small-Business (62.2% of reviews)
Mid-Market (65.9% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
Contact Us
Help Scout
Star Rating
(425)4.4 out of 5
Market Segments
Small-Business (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00 5 Users Per Month
Free Trial is available
Browse all 5 pricing plansKustomer
Star Rating
(518)4.5 out of 5
Market Segments
Mid-Market (65.9% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us
Free Trial is available
Learn more about KustomerSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Help Scout excels in ease of use, with many users appreciating its intuitive interface and quick onboarding process. One user highlighted how it helps identify old data faster than traditional methods, making it a favorite for small businesses.
- Users say Kustomer shines in centralized customer information, allowing for a comprehensive view of customer interactions. Reviewers have noted its user-friendly interface and seamless integration with other applications, which enhances daily operations.
- According to verified reviews, Help Scout's shared inbox feature is particularly beneficial for teams, enabling all conversations to be accessible to any team member. This collaborative approach is praised by users who value transparency in customer support.
- Reviewers mention that Kustomer offers a robust customer support experience, with many users highlighting the professionalism of their support team. This has been a significant factor for businesses that rely on timely assistance and effective problem resolution.
- G2 reviewers indicate that while Help Scout is highly rated for its ticket creation and response experience, Kustomer slightly edges out in areas like workflow automation and intelligent routing, which are crucial for larger teams managing high volumes of customer inquiries.
- Users report that Kustomer's AI capabilities, such as text generation and summarization, provide a modern edge, making it easier to handle customer interactions efficiently. This is particularly appealing for mid-market companies looking to scale their support operations.
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
Free Trial
Help Scout
Free Trial is available
Kustomer
Free Trial is available
Ratings
Meets Requirements
8.7
322
8.9
388
Ease of Use
9.2
326
8.8
403
Ease of Setup
9.1
168
8.7
214
Ease of Admin
9.1
166
8.1
152
Quality of Support
9.0
296
9.0
370
Has the product been a good partner in doing business?
9.1
160
8.8
148
Product Direction (% positive)
8.2
310
8.8
377
Features by Category
Ticket and Case Management
9.2
177
|
Verified
9.2
184
|
Verified
9.2
177
|
Verified
9.1
188
|
Verified
8.6
192
|
Verified
8.9
192
|
Verified
8.6
166
8.9
184
|
Verified
Feature Not Available
8.9
163
|
Verified
8.6
178
|
Verified
8.9
182
|
Verified
8.9
180
|
Verified
9.2
182
|
Verified
8.2
99
9.1
183
|
Verified
Generative AI
5.2
7
7.9
49
6.1
6
8.4
49
Agentic AI - Help Desk
Not enough data
7.8
43
Not enough data
7.9
43
Not enough data
8.1
43
Communication Channels
Feature Not Available
8.9
165
|
Verified
9.2
170
|
Verified
9.3
191
|
Verified
7.7
105
|
Verified
9.1
165
|
Verified
7.7
61
8.4
164
|
Verified
6.8
28
|
Verified
8.7
153
Platform
7.5
39
8.0
82
7.7
91
|
Verified
8.7
169
|
Verified
8.6
104
|
Verified
9.2
124
|
Verified
8.5
80
|
Verified
8.9
121
|
Verified
8.1
146
|
Verified
8.4
157
|
Verified
8.2
151
|
Verified
8.5
156
|
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
185
8.5
31
9.1
180
8.7
33
9.1
166
8.4
36
8.9
86
Support Automation
8.4
36
9.0
162
8.8
42
9.0
177
8.4
34
9.3
156
9.0
36
8.6
89
Generative AI
Not enough data
8.3
54
Not enough data
8.4
54
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
8.9
30
|
Verified
8.9
156
|
Verified
8.9
32
|
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
91
|
Verified
8.7
169
|
Verified
8.7
29
|
Verified
9.1
153
|
Verified
7.9
18
|
Verified
8.2
90
9.1
35
|
Verified
8.8
152
|
Verified
9.5
33
|
Verified
9.0
157
|
Verified
8.4
30
|
Verified
9.0
174
|
Verified
Generative AI
Not enough data
8.3
33
Self-Service Experience
8.7
108
8.9
89
8.3
103
8.7
86
Feature Not Available
8.6
67
8.3
26
8.3
50
8.5
29
8.6
54
Self-Service Platform
8.8
28
9.0
58
8.7
31
8.9
58
Feature Not Available
8.5
52
8.7
29
9.0
56
Agentic AI - Customer Self-Service
Not enough data
7.8
20
Not enough data
8.3
20
Not enough data
8.4
20
Not enough data
8.3
20
Not enough data
8.3
20
Not enough data
8.4
20
Not enough data
8.3
19
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
7.9
7
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
8.1
7
Not enough data
7.9
7
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
8.3
7
Automation
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
8.8
7
Autonomy
Not enough data
8.8
7
Not enough data
9.0
7
Not enough data
8.6
7
Not enough data
8.1
7
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 Agent Builders, AI Customer Support Agents, AI Agents For Business Operations, and Social Customer Service
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
21.1%
Information Technology and Services
9.9%
Internet
7.5%
Marketing and Advertising
4.4%
Retail
4.1%
Other
53.0%
Consumer Services
13.2%
Retail
11.5%
Health, Wellness and Fitness
6.1%
Apparel & Fashion
5.7%
Food & Beverages
5.5%
Other
58.1%
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 post a note with out it closing
1 Comment
ED
You can add internal note by clicking on note and it will be visible only for the users of your company :) Read more
Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.
1 Comment
ED
All the conversations are in your search field and they are shown in the timeline. Read more
How can we get a ticket ID ?
1 Comment
HL
The ticket ID is the string of characters in the URL after the "events" portion. For example, if you have a ticket open, you will...Read more
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