Score breakdown
What makes up this score
- 2 independent review sources
- 657 third-party reviews counted
- 3 answer engines measured
- cross-model consistency 0.52
- 17 web authority signals
- average citing-domain authority 32.6
- 100% of the category rubric covered
- No approved user reviews yet
Explanation
Why Help Scout ranks #11
Help Scout ranks #11 of 15 business software with a TOP SCORE of 50.
The category leader scores 53, a gap of 3 points.
That is 3 points above the category average of 47.
Its strongest component is External Reputation at 80; its weakest is AI Authority at 15.
No usable evidence was found for TOP10 User Score, so that weight was redistributed across the components that are evidenced.
Generated from the recorded evidence behind this score, not from editorial opinion. How scoring works.
Score history
How the score has moved
50 → 46 ↓3.8
External reputation
What third-party sources publish
| Source | Published | Normalised | Reviews | Last checked | Method |
|---|---|---|---|---|---|
| G2 ↗ | 4.4/5 | 88 | 431 | 31 Aug 2026 | permitted crawl |
| Capterra ↗ | 4.6/5 | 92 | 226 | 31 Aug 2026 | permitted crawl |
AI visibility
How answer engines treat this platform
| Engine | Mention | Recommendation | Citation | Avg position | Queries | Measured |
|---|---|---|---|---|---|---|
| claude sonnet 5 parametric | 75% | 33% | 0% | 3.2 | 12 | 31 Aug 2026 |
| claude grounded | 0% | 0% | 0% | — | 20 | 30 Aug 2026 |
| claude parametric | 0% | 0% | 0% | — | 20 | 30 Aug 2026 |
Web authority
Citations and independent coverage
- G231 Aug 2026
- The CX Lead30 Aug 2026
- Tidio30 Aug 2026
- Capterra30 Aug 2026
- Trustpilot30 Aug 2026
- Gorgias30 Aug 2026
- Zendesk30 Aug 2026
- Hiver30 Aug 2026
- BlueTweak30 Aug 2026
- Front30 Aug 2026
- G230 Aug 2026
- monday.com30 Aug 2026
- Desk36530 Aug 2026
- Secret30 Aug 2026
- Plain30 Aug 2026
- Glassdoor30 Aug 2026
- AlternativeTo30 Aug 2026
TOP10 users
What our users report
No published reviews yet. Reviews are moderated before they appear and are never removed at a business's request.
Company information
The facts on file
- Description
- Help Scout is a customer support platform that unifies email, live chat, social messaging and self-service in one shared inbox with a Docs knowledge base, embeddable Beacon widget, workflows and AI assistance. The vendor positions it for growing teams moving beyond email up to teams needing scale and security, and it is most commonly adopted by small-to-midsize support teams of roughly 5-50 agents. Reporting depth, native telephony and enterprise security controls are its acknowledged limits.
- Category
- Business Software
- Products
- Inbox (shared inbox), Docs knowledge base, Beacon embeddable widget, Messages (proactive messaging), AI Assist / AI Drafts / AI Summarize, AI Answers chatbot add-on, Insights & Analytics, Mobile apps
- Markets
- SMB, Mid-Market, Ecommerce, SaaS, Non-profits
- Integrations
- Salesforce, HubSpot, Jira, Linear, Aircall, WhatsApp, Instagram, Facebook Messenger, API / webhooks / OAuth apps
- 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 pricing page ↗
- Regulatory
- HIPAA compliance for storing PHI is included on Pro and an add-on on Plus, unavailable on Free and Standard. SSO/SAML via any SAML-compatible IdP and IP restrictions are included on Pro and add-ons below. Restricted Docs sites (view control via API) available from Standard upward. Legal terms, privacy policy and an accessibility statement are published at helpscout.com/company/legal/ and the footer status page advertises 99.99%. No SOC 2, ISO 27001 or GDPR certification claim was found on the pages retrieved — a gap to confirm before an enterprise purchase.
- Official website
- https://www.helpscout.com ↗
- Last verified
- 31 Aug 2026
Compare
Head to head
Category context
- This platform50
- Category leader53
- Category average47
Is this your platform?
Claim the profile to correct factual company data and respond to reviews. Claiming does not change your TOP SCORE or your ranking.
Claim this profile