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At a Glance
Market Segments
Small-Business (62.3% of reviews)
Mid-Market (39.5% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
No pricing available
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 plansSAP Service Cloud
Star Rating
(239)4.4 out of 5
Market Segments
Mid-Market (39.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about SAP Service CloudSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Help Scout excels in 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, SAP Service Cloud, 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 ticket creation user experience is rated at 9.2, highlighting its intuitive interface that simplifies the process. On the other hand, SAP Service Cloud's ticket response user experience, rated at 9.0, is also strong but lacks some of the streamlined features that Help Scout users appreciate.
- G2 users indicate that Help Scout's multi-channel coverage is outstanding, scoring a perfect 9.8, which allows businesses to engage customers across various platforms seamlessly. Conversely, SAP Service Cloud, while offering good multi-channel capabilities, does not reach the same level of integration, which some users feel could enhance their customer engagement strategies.
- Users on G2 report that Help Scout's knowledge base feature is rated at 8.7, providing a solid self-service experience for customers. In comparison, SAP Service Cloud's knowledge base, rated at 8.6, is effective but lacks some of the customization options that Help Scout users find beneficial for tailoring content to their audience.
- Reviewers mention that Help Scout's internal discussion tools score 9.1, facilitating better team collaboration on tickets. SAP Service Cloud, with a score of 8.3 in this area, is noted to have less effective internal communication features, which can hinder team efficiency according to some users.
- Users say that Help Scout's automation features, particularly in response automation, score 8.6, allowing for efficient handling of repetitive tasks. SAP Service Cloud, with a score of 8.4, also offers automation but is perceived by some reviewers as less flexible, which can limit its effectiveness in high-volume environments.
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
SAP Service Cloud
No pricing availableFree Trial
Help Scout
Free Trial is available
SAP Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.7
315
8.9
207
Ease of Use
9.2
319
8.7
215
Ease of Setup
9.2
163
8.2
133
Ease of Admin
9.1
163
8.3
70
Quality of Support
9.1
289
8.9
202
Has the product been a good partner in doing business?
9.1
156
8.8
68
Product Direction (% positive)
8.2
303
9.5
210
Features by Category
Ticket and Case Management
9.2
175
|
Verified
8.9
93
9.2
174
|
Verified
8.8
93
8.6
188
|
Verified
8.7
96
8.6
164
8.5
93
Feature Not Available
8.6
89
8.7
176
|
Verified
8.6
89
8.9
175
|
Verified
8.8
91
8.2
99
8.8
89
Generative AI
5.2
7
8.4
33
6.1
6
8.5
34
Agentic AI - Help Desk
Not enough data
8.8
22
Not enough data
8.7
22
Not enough data
8.9
22
Communication Channels
Feature Not Available
9.0
90
9.2
166
|
Verified
8.8
90
7.7
101
|
Verified
8.7
90
7.7
61
8.5
84
6.8
28
|
Verified
8.3
85
Platform
7.5
39
8.3
90
7.7
90
|
Verified
8.2
95
8.6
104
|
Verified
8.9
89
8.5
78
|
Verified
8.6
89
8.1
144
|
Verified
8.7
89
8.2
151
|
Verified
8.9
89
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
Conversational Platform
8.3
57
8.5
65
8.5
31
8.8
60
8.7
33
8.7
60
8.4
36
8.6
62
Support Automation
8.4
36
8.5
62
8.8
42
8.9
60
8.4
34
8.8
59
9.0
36
8.7
64
Generative AI
Not enough data
8.5
17
Not enough data
8.7
17
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
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
8.2
95
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
8.6
26
Self-Service Experience
8.7
107
8.7
97
8.3
103
8.6
95
Feature Not Available
8.5
95
8.3
26
8.3
93
8.5
29
8.4
101
Self-Service Platform
8.8
28
8.6
98
8.7
31
8.7
100
Feature Not Available
8.4
97
8.7
29
8.4
98
Agentic AI - Customer Self-Service
Not enough data
8.3
10
Not enough data
9.0
10
Not enough data
8.8
10
Not enough data
9.2
10
Not enough data
9.2
10
Not enough data
8.5
10
Not enough data
8.8
10
Generative AI
Not enough data
9.3
16
Not enough data
9.4
16
Categories
Categories
Shared Categories
Help Scout and SAP Service Cloud are categorized as Digital Customer Service Platforms, Conversational Support, Help Desk, and Customer Self-Service
Unique Categories
Help Scout is categorized as Shared Inbox, Customer Communications Management, Live Chat, and Email Management
SAP Service Cloud has no unique categories
Reviews
Reviewers' Company Size
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SAP Service Cloud
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%
Information Technology and Services
23.8%
Computer Software
9.9%
Accounting
4.9%
Telecommunications
3.6%
Computer & Network Security
3.6%
Other
54.3%
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
SAP Service Cloud has no discussions with answers
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