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At a Glance
Market Segments
Small-Business (62.3% of reviews)
Small-Business (67.1% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
Starting at $15.00 1 agent / 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 plansLiveAgent
Star Rating
(1,536)4.5 out of 5
Market Segments
Small-Business (67.1% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $15.00 1 agent / Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Help Scout excels in user experience, with many praising its intuitive interface and ease of use. Users appreciate features like the shared inbox, which allows for seamless collaboration among team members, making it easier to manage customer inquiries.
- Users say that LiveAgent stands out for its comprehensive multi-channel support, unifying communication across emails, calls, and social media. This integration helps streamline customer service, as highlighted by reviewers who noted the efficiency gained from having all support requests in one easy-to-use system.
- According to verified reviews, Help Scout's implementation process is notably quick and user-friendly, with many users highlighting the effective onboarding wizard that simplifies setup. This contrasts with LiveAgent, where some users have mentioned challenges in configuration, indicating a steeper learning curve.
- Reviewers mention that both platforms offer strong support quality, but Help Scout has received consistent praise for its responsive customer service. Users have noted that Help Scout's support team is helpful in resolving issues quickly, which enhances the overall user experience.
- Users highlight that LiveAgent's automation features, such as automated triggers for initiating conversations, significantly enhance the customer engagement process. This proactive approach is particularly beneficial for businesses looking to improve their online customer interactions.
- G2 reviewers indicate that while Help Scout has a strong focus on small businesses, LiveAgent's broader feature set may appeal to a wider range of organizations. However, Help Scout's dedicated knowledge base and user-friendly design make it a preferred choice for those prioritizing simplicity and accessibility in customer support.
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
LiveAgent
Small
Starting at $15.00
1 agent / Per Month
E-mail support - Ticketing,
Contact forms,
Forum & Knowledge base,
iPhone/Android app
- Unlimited ticket history
- Unlimited email addresses
- Advanced reporting
Free Trial
Help Scout
Free Trial is available
LiveAgent
Free Trial is available
Ratings
Meets Requirements
8.7
315
8.9
1,300
Ease of Use
9.2
319
8.9
1,305
Ease of Setup
9.2
163
8.7
868
Ease of Admin
9.1
163
8.9
845
Quality of Support
9.1
289
9.1
1,239
Has the product been a good partner in doing business?
9.1
156
9.1
821
Product Direction (% positive)
8.2
303
8.9
1,264
Features by Category
Ticket and Case Management
9.2
175
|
Verified
9.0
779
|
Verified
9.2
174
|
Verified
9.0
777
|
Verified
8.6
188
|
Verified
8.7
758
|
Verified
8.6
164
8.8
714
|
Verified
Feature Not Available
8.6
575
|
Verified
8.7
176
|
Verified
8.7
703
|
Verified
8.9
175
|
Verified
8.9
717
|
Verified
8.2
99
8.6
444
|
Verified
Generative AI
5.2
7
8.3
32
6.1
6
8.2
32
Agentic AI - Help Desk
Not enough data
9.4
9
Not enough data
9.4
9
Not enough data
9.4
9
Communication Channels
Feature Not Available
8.7
654
|
Verified
9.2
166
|
Verified
9.1
717
|
Verified
7.7
101
|
Verified
9.1
696
|
Verified
7.7
61
8.6
539
|
Verified
6.8
28
|
Verified
8.7
381
|
Verified
Platform
7.5
39
7.9
413
|
Verified
7.7
90
|
Verified
8.4
664
|
Verified
8.6
104
|
Verified
8.7
526
|
Verified
8.5
78
|
Verified
8.6
377
|
Verified
8.1
144
|
Verified
8.5
647
|
Verified
8.2
151
|
Verified
8.8
694
|
Verified
Channels
9.7
10
8.7
5
8.6
7
8.3
5
8.1
6
8.3
5
Design
7.7
8
8.0
5
8.8
7
8.7
5
8.5
11
8.7
5
9.1
11
8.7
5
9.3
10
8.3
5
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
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
Channels
Not enough data
8.8
7
Not enough data
8.1
7
Not enough data
9.3
7
Not enough data
5.7
7
Not enough data
8.8
7
Generative AI
Not enough data
Not enough data
Functions
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
8.1
7
Not enough data
6.3
5
Not enough data
5.8
6
Not enough data
8.1
6
Not enough data
7.4
7
Not enough data
8.3
7
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
9.3
5
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
8.3
6
Not enough data
8.6
6
Responses
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
8.9
6
Not enough data
8.3
5
Platform
Not enough data
9.4
6
Not enough data
9.4
6
Not enough data
8.9
6
Not enough data
8.6
6
Not enough data
Not enough data
Not enough data
8.9
6
Not enough data
8.9
6
Generative AI
Not enough data
8.1
6
Not enough data
8.3
6
Feedback Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feedback Analysis
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feedback Sources
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
Not enough data
Generative AI
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
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
Not enough data
Not enough data
Not enough data
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
8.6
22
Not enough data
8.0
23
Not enough data
7.7
22
Communication
9.0
29
|
Verified
9.3
485
|
Verified
8.9
30
|
Verified
9.0
489
|
Verified
Feature Not Available
8.9
376
|
Verified
8.2
22
|
Verified
9.0
374
|
Verified
Feature Not Available
8.8
61
Internal Use
7.7
90
|
Verified
8.4
664
|
Verified
8.7
29
|
Verified
9.1
422
|
Verified
7.9
18
|
Verified
8.5
55
9.0
32
|
Verified
8.9
403
|
Verified
9.5
30
|
Verified
9.1
384
|
Verified
8.4
30
|
Verified
8.9
382
|
Verified
Generative AI
Not enough data
7.8
17
Self-Service Experience
8.7
107
9.1
322
8.3
103
8.9
305
Feature Not Available
8.9
273
8.3
26
8.1
41
8.5
29
8.3
45
Self-Service Platform
8.8
28
8.6
45
8.7
31
8.3
46
Feature Not Available
7.4
41
8.7
29
8.7
43
Agentic AI - Customer Self-Service
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
7.9(won by default)
13
Not enough data
7.9(won by default)
13
Process
Not enough data
9.0(won by default)
56
Not enough data
9.3(won by default)
252
Not enough data
9.1(won by default)
196
Channels
Not enough data
9.3(won by default)
248
Not enough data
9.0(won by default)
232
Not enough data
9.3(won by default)
249
Not enough data
9.1(won by default)
186
Not enough data
Feature Not Available
Insight
Not enough data
9.0(won by default)
174
Not enough data
9.0(won by default)
222
Not enough data
9.2(won by default)
220
Not enough data
9.3(won by default)
225
Generative AI
Not enough data
8.0
14
Not enough data
7.6
14
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
Categories
Categories
Shared Categories
Help Scout and LiveAgent are categorized as Digital Customer Service Platforms, Shared Inbox, Customer Communications Management, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Help Scout is categorized as Conversational Support and Email Management
LiveAgent is categorized as Feedback Analytics, Complaint Management, Chatbots, Social Customer Service, Enterprise Feedback Management, Contact Center, and Call Center Infrastructure (CCI)
Reviews
Reviewers' Company Size
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
LiveAgent
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
12.8%
Computer Software
7.3%
Marketing and Advertising
5.6%
Retail
5.5%
Internet
4.5%
Other
64.3%
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
Has there been any reports of getting support from a Bot on liveagent?
2 Comments
LS
LiveAgent offer many integration apps. One of them is Quriobot which is a bot for your Live chat.
I never used it but I know it possible to do so, read...Read more
how do i see the entire display of the ticket without clicking the enlarge button?
1 Comment
TM
TicketRead more
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