Head to head
Help Scout vs Hiver
Both platforms are scored with the same methodology and the same category rubric. Nothing on this page is influenced by advertising.
46/100Higher score | 44/100 | |
|---|---|---|
| Category rank | #11 | #7 |
| Confidence | High confidence | High confidence |
| External Reputation | 80 | 84 |
| AI Authority | 15 | 5 |
| Web Authority | 32 | 16 |
| Expert Assessment | 50 | 66 |
| 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 | USD $25 per user/month (Growth, annual) or $35 monthly · free tier: 7-day free trial on the Elite plan, no credit card required; accounts suspended at trial end unless upgraded (reactivation within 7 days) |
| Pricing model | Subscription (per user/month) plus usage-based AI add-on | Subscription |
| 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. | A 5–50 person support, finance, IT or HR team standardised on Google Workspace with predominantly email volume, wanting shared-inbox discipline, SLAs and AI drafting without retraining staff on a separate console, and able to commit annually at Pro. |
| 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 need full issue tracking or engineering-grade ticket workflows, have fewer than 5 agents (penalised by seat increments), require monthly billing flexibility, need Customer Intelligence or AI Insights working on day one, or run high-volume voice where the per-seat add-on plus per-minute overage compounds. |
| Markets | SMB, Mid-Market, Ecommerce, SaaS, Non-profits | SMB, Mid-Market, Support teams, Finance teams, IT/ITSM teams, HR teams |
| 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.