Help Scout vs Intercom: What are the differences?

Introduction

Help Scout and Intercom are both customer support platforms that aim to improve communication between businesses and their customers. While they share some similarities, there are also key differences that set them apart from each other. Below are six key differences between Help Scout and Intercom.

1. Pricing Model: Help Scout offers a transparent pricing model that is based on the number of mailboxes and users, making it suitable for small to medium-sized businesses with a predictable customer support workload. On the other hand, Intercom adopts a more complex pricing model based on the number of active users and specific features used, making it more suitable for larger businesses with varying support needs.

2. Live Chat Functionality: Intercom provides a live chat feature that allows businesses to engage with customers in real-time on their websites or within their web or mobile applications. This feature enables businesses to deliver immediate support and engage in proactive conversations with customers. Help Scout, however, lacks a built-in live chat feature, focusing more on email-based support interactions.

3. Customer Data and Segmentation: Intercom offers advanced customer data tracking and segmentation capabilities. It allows businesses to gather and analyze data about their customers' behavior, preferences, and interactions, enabling personalized and targeted communication. Help Scout, while also capturing customer data, does not offer the same level of advanced segmentation and analysis features as Intercom.

4. Automation and Workflows: Help Scout provides robust automation and workflow capabilities, allowing businesses to streamline their customer support processes. It offers features such as saved replies, email workflows, and custom fields to automate repetitive tasks and provide efficient support. While Intercom supports basic automation features like automated messages, it does not offer the same level of customizable workflow automation as Help Scout.

5. Integration Ecosystem: Intercom has an extensive integration ecosystem, allowing businesses to connect with various third-party tools such as CRM systems, project management platforms, and e-commerce platforms. It provides an open API and pre-built integrations, making it flexible and adaptable to different business needs. Help Scout also offers integrations with popular tools but has a smaller ecosystem compared to Intercom.

6. User Interface and User Experience: Help Scout has a clean and straightforward user interface that is easy to navigate and understand. It focuses on simplicity and ease of use, making it suitable for users who prefer a more traditional interface. On the contrary, Intercom has a more modern and visually appealing user interface with a smoother user experience. It incorporates features such as rich media and interactive elements, appealing to users who prioritize aesthetics and interactive design.

In summary, Help Scout and Intercom differ in their pricing models, live chat functionality, customer data and segmentation capabilities, automation and workflows, integration ecosystem, and user interface/user experience. While Help Scout may be more suitable for businesses with predictable support needs and a focus on email-based interactions, Intercom offers advanced features such as live chat, customer data tracking, and a wider range of integrations, making it an attractive choice for larger businesses with diverse support requirements.