Help Scout vs. Intercom: Should You Choose a Specialized Tool or a Suit?

What is better for your team: to choose a help desk platform and integrate it with other tools like CRM, software for sales and marketing? Or prefer a single platform that can provide all the functionality out-of-the-box?

In this article, we will try to answer this question. Let's compare two popular platforms - Help Scout vs. Intercom.

Help Scout vs. Intercom: a Short Summary

Help Scout is a platform that is geared towards customer support. It provides a shared inbox as well as a knowledge base and reporting tools.

In turn, Intercom provides a sophisticated solution for every stage of a customer lifecycle. Intercom functionality covers the needs of customer support, marketing, and sales teams.

Integrations

Help Scout users can easily integrate it with Hubspot, Jira, Salesforce, MailChimp, and other tools. The information from external platforms is pulled in your Help Scout account. It provides your agents with the necessary context.

In addition to rich functionality that comes out-of-the-box, Intercom offers integrations with the range of external tools as well. You can connect Intercom with MailChimp, Slack, Salesforce and other services and apps. All available integrations are listed in the Intercom App Store.

Pricing

Help Scout pricing is based on a number of agents. They have three plans.

  • Basic - $12/user/month. Offers a mailbox, allows to save replies and provides iPhone mobile app.
  • Standard - $20/user/month adds workflows, knowledge base functionality and satisfaction ratings.
  • Plus - $32/user/month comes with unlimited mailboxes, functionality to create teams and custom fields. And you can add free inactive users.

Annual payments in Help Scout are more frugal as you get a 10% discount.

The pricing model of Intercom is more complex. The ultimate price depends on the basic plan with specific features and the number of seats.

Their “Support customers” suite has three-tier pricing:

  • Essential - from $87 per month. Offers customer support on multiple channels.
  • Pro - from $153 per month. Adds smart automation to the platform functionality.
  • Premium - the price is calculated on demand. Allows utilizing advanced reports and VIP services.

Conclusion

Intercom provides a suite of products under one roof. In contrast, Help Scout is solely dedicated to customer support. The price of Intercom starts from $49, while Help Scout offers a basic plan for $12 per month.

So, for a startup or a small company Help Scout may be a better choice. As a company grows it can enhance the functionality of Help Scout integrating it with other tools.

In turn, Intercom would be a better choice for midsize and big companies. Its robust functionality helps to increase the number of leads and grow customer loyalty.

So, now it's your turn to decide between Help Scout vs. Intercom and choose your final destination.

P. S. No matter if you considering a migration either to Help Scout, Intercom or between them both, Help Desk Migration service will help you with an automated data transfer anyway. You can move all necessary data to a target platform via convenient online step-by-step Wizard. The migration doesn’t require any coding skills. You can try it for free - sign up for the Demo straight off!

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