Head to head
Help Scout vs Heap
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 | #1 |
| Confidence | High confidence | High confidence |
| External Reputation | 80 | 85 |
| AI Authority | 15 | 12 |
| Web Authority | 32 | 49 |
| Expert Assessment | 72 | 53 |
| 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 · free tier: A "Start for free" entry point exists on the Contentsquare Heap page, but its limits are unverified |
| Pricing model | Subscription (per user/month) plus usage-based AI add-on | Custom |
| 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. | Product or growth teams that want quantitative analytics plus qualitative session replay, heatmaps and surveys from one vendor, prefer autocapture over rigorous event schemas, and are comfortable buying into Contentsquare's wider experience-intelligence suite. |
| 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. | You specifically wanted independent, engineering-first Heap, or you need published self-serve pricing you can budget against without talking to sales. |
| Markets | SMB, Mid-Market, Ecommerce, SaaS, Non-profits | Product teams, UX/design teams, eCommerce, Digital marketing, Enterprise |
| 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.