Head to head
Help Scout vs Fullstory
Both platforms are scored with the same methodology and the same category rubric. Nothing on this page is influenced by advertising.
50/100 | 51/100Higher score | |
|---|---|---|
| Category rank | #11 | #5 |
| Confidence | High confidence | High confidence |
| External Reputation | 80 | 83 |
| AI Authority | 15 | 10 |
| Web Authority | 32 | 45 |
| Expert Assessment | 72 | 62 |
| TOP10 User Score | — | — |
| Pricing | $25/user/month billed annually (Standard); vendor-supplied monthly figure on G2 is $30/user/month · free tier: Free plan: 5 users, 1 Inbox, 1 Docs site, 100 contacts/mo, 10 saved replies, 10 tags, 10 articles, 1 Beacon, 30-day report history, integrations limited to 1; 15-day free trial of Standard or Plus with no credit card | Not published — Business tier is "Request pricing & demo" only · free tier: FullstoryFree: $0 permanently, 30,000 sessions/month, 12 months replay and analytics retention, up to 10 users, session replay plus basic analytics and debugging. No credit card. Dashboards and StoryAI excluded, community-only support, business email domain required. Separate 14-day trial offers 5,000 sessions, 2 weeks retention, 20 seats. |
| Pricing model | Subscription (per user/month) plus usage-based AI add-on | Session-based subscription; free plan self-serve, all paid tiers quote-only annual contracts |
| Best for | Small-to-midsize support teams of roughly 5-50 agents with email- and chat-led volume who want a shared inbox and help centre live in days, and who value writing quality and ease of use over analytics depth — especially ecommerce, SaaS and services teams, plus non-profits and B Corps eligible for the Help Scout for Good discount. | Seed-stage SaaS teams under 30,000 sessions per month who want session replay and basic product analytics free for a full year of retention across 10 seats, especially where "why did this user get stuck" debugging matters as much as funnel metrics and where privacy masking and consent controls are needed from day one. |
| Avoid if | Your priority is reporting depth, custom dashboards or per-agent productivity analytics; you need native voice/telephony rather than an Aircall integration; you need SSO/SAML, IP restrictions or HIPAA on a budget; you need complex routing, heavy automation, ITSM or a CRM in the same tool; or your team is mobile-first or works on unreliable connectivity. | Avoid Fullstory if you expect to cross 30,000 sessions per month within your runway — above the free tier there is no published price, no self-serve credit-card plan, annual contracts only, 100,000-session overage blocks at a premium rate, and capture that pauses at quota. Also avoid it if you are mobile-first (mobile is a paid add-on at every tier), if you need SSO or RBAC on a seed budget (Enterprise-only), if you need feature flags or experimentation in the same tool, or if you want a warehouse-first event stack you control. |
| Markets | SMB, Mid-Market, Ecommerce, SaaS, Non-profits | — |
| Founded | — | — |
| Headquarters | — | — |
A higher TOP SCORE means more of the evidence favours that platform on this methodology — it is not a recommendation, and it does not account for your specific requirements. Advertisers are never declared the winner of a comparison.