Help Scout vs. Intercom

If you’re looking for a support platform that gives you a better way to help your customers using email, chat, and a knowledge base, Help Scout was built for you.

Why choose Help Scout over Intercom?

​​Intercom is a wide-ranging tool that multiple teams can benefit from, but customer support has never been their main use case. That's where we believe Help Scout is a stronger fit.​

Customer support focus

Help Scout helps you provide world-class support to your customers, and that’s our priority above all else.

Straightforward pricing

​​Clear, inclusive pricing so you know what you’re paying for without hidden fees and surprise add-ons.

Grows with your business

As your support needs become more complex, Help Scout grows with you, offering all the tools for great support in one place.

What others are saying

It’s not just us, buyers on G2 are saying the same thing about their experience. Help Scout scores higher in the following categories that matter most for customers.

Ease of Use
9.1
Intercom: 8.7
Ease of Setup
8.9
Intercom: 8.4
Performance & Reliability
9.4
Intercom: 9
Quality of Support
8.8
Intercom: 8.3
Ease of Admin
8.9
Intercom: 8.7

A great tool for Customer Success ProfessionalsIcon: 5 stars

Easy interface, a top level Knowledge-base management, Internal Ticket Assigning, Browser and Desktop Notification, Tags are the key feature I like the best in Help Scout. I must say it's great to manage our users tickets and having online chat is incredible.
Nehal P

Nehal PCustomer Success Manager

Ticketing made easyIcon: 5 stars

We can have multiple groups responding in and out of emails seamlessly. The reporting is fantastic and makes my job as a leader easier.
Catherine V

Catherine VTest Administration Center Manager

Fast, easy, customizable help desk for teams of any sizeIcon: 5 stars

The ease of use, great UI, and Saved Replies feature make Help Scout great and, dare I say it, fun to use.
James H

James HWeb Design and Developer

Intuitive help desk tool that helps us help users faster”Icon: 5 stars

From top-level organization like multiple mailboxes and folders, to tags and labels, to merging conversations and intuitive assigning tools, Help Scout makes it easy to navigate our support queue and get work done efficiently...
Emily I

Emily IContent Marketer

Transparent Pricing

Clear, per-user pricing

Don’t pay more for engaging with your customers.

Know what you’re getting

No hidden fees and upsells.

No contracts

No getting stuck in red tape, just sign-up and go.

Help Scout is right for you if...

Help Scout is committed to customer support. We focus solely on building tools to help you connect with your customers and our product roadmap and priorities reflect that.

Don’t worry about surprise price hikes or upsells. Our pricing is clear and transparent, so you’ll know exactly what you’re getting and how much it costs right up front. We don’t do contracts either, you only pay for what you use. Clear pricing is part of our philosophy, so you don’t waste time.

Every company likes to claim great customer support, but who truly walks the walk? For us, customer support is our craft, a craft we’ve been dedicated to for a better part of a decade. Our software is built to enable you to deliver excellent customer support, and we are here to help you put your customers first. From how we do sales-as-a-service to our approach to customer support—helpfulness is in our name and built into our DNA.

Help Scout can be as simple or powerful as you need it to be. As your needs get more complex, Help Scout is ready to meet the challenge with features like workflows, tags, custom fields, and reporting. They all work together to let you focus on what matters most—talking with your customers.

Customer support is about talking with customers. With Help Scout you can start having conversations in minutes, with fewer clicks, and manage the setup yourself. There’s no need for outside consultants or teams of dedicated admins even if you have a complex support setup. Help Scout is nimble enough to flex to your needs as you grow.

Intercom is right for you if...

We often hear from product or marketing folks looking for a tool that includes support as an add-on. If this is you, Intercom may be your best bet. We’re purely focused on support and customer service.

If chat bots are a key part of your strategy, then you may want to consider Intercom. Chat bots aren’t a part of the Help Scout product and we don’t have plans to include them moving forward. We go into more detail about why here.

What you can do with Help Scout

Email

Share team inboxes

Whether you have a team of 2 or 200, Mailboxes keep everyone on the same page. Leverage automation to move fast, while always giving customers a human, helpful experience.

More about Shared Inboxes

Knowledge base

Deliver instant answers

Keep your customers in the flow by embedding help articles right on your website. With Beacon, they never have to leave the page to find an answer.

More about the Knowledge Base

Live chat

Connect with customers

Solve a problem or close a sale in real-time with chat. If no one is available, customers are seamlessly routed to email without confusion

More about Live Chat

Reports

Manage your team

Measure what matters with Help Scout’s easy-to-use reports. You can filter, export, and drilldown on the data in a couple clicks.

More about Reports

Integrations

Connect the tools you already use

Explore 50+ integrations that make your day-to-day workflow more efficient and familiar. Our extensive developer tools might also strike your fancy.

See all Integrations

Try Help Scout for free

A better experience for your customers, fewer headaches for your team. You’ll be set up in minutes