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Customer Support · head to head

Amazon Connect vs Help Scout

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Help Scout logo

Help Scout

Customer Support

Customer service software that people love

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Amazon Connect telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call; Help Scout the free plan caps contacts at 100 a month, so it is a volume trial rather than a standing free tier
  • They diverge on capability: Amazon Connect covers Voice, Help Scout covers Shared inbox.

Where they differ

Only the attributes on which Amazon Connect and Help Scout actually diverge.

Attributes where Amazon Connect and Help Scout differ
AttributeAmazon ConnectHelp Scout
Pricing modelusage-basedsubscription
PlatformsWebWeb, Ios, Android
Founded20062011

Identical on both: starting price (Free), free tier (Yes), user rating (Not yet rated), category (Customer Support).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Amazon Connect

  • Voice
  • Chat
  • Tasks
  • ML-powered analytics
  • Contact Lens
  • Outbound campaigns
  • Forecasting
  • ServiceNow

Only in Help Scout

  • Shared inbox
  • Knowledge base
  • Live chat
  • Customer profiles
  • Workflows
  • Reporting
  • Slack
  • HubSpot

Both cover

  • Salesforce
  • SOC2
  • HIPAA
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Amazon Connect

  • Cloud contact centre with no per-seat licencenot Help Scout
  • Voice, chat, email and SMS in one queuenot Help Scout
  • Conversational analytics and agent assistnot Help Scout
  • Outbound campaigns and automated contactnot Help Scout
  • Workforce scheduling for contact centre agentsnot Help Scout

Help Scout

  • Shared inbox and help desk for customer support teamsnot Amazon Connect
  • Publishing a knowledge base alongside email and chat supportnot Amazon Connect

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Amazon Connect

  • Telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call
  • Every channel is metered individually: $0.010 per chat message, $0.080 per email and $0.014 per SMS
  • Rates vary by region and by third-party provider, so a published figure is indicative rather than final
  • Cost tracks contact volume, which makes forecasting hard for a queue with seasonal peaks

Help Scout

  • The free plan caps contacts at 100 a month, so it is a volume trial rather than a standing free tier
  • Inboxes are rationed by plan, at 1 on free, 5 on Plus and 10 on Pro
  • Each plan also caps users, at 25 on Standard and 50 on Plus
  • The Pro plan at $75 per user per month carries a 10 user minimum, so the entry cost is $750 a month
  • SSO, SAML and HIPAA compliance are Pro only
  • AI Answers is billed separately at $0.75 per resolution on top of the seat price

Pricing, plan by plan

Amazon Connect

Free
  • Pay-as-you-go$0.018/minute
    • Voice minutes
    • Free tier available
    • No upfront costs

Help Scout

Free
  • Standard$20/month
    • 2 mailboxes
    • 1 Docs site
    • Email & live chat
  • Plus$40/month
    • 5 mailboxes
    • Custom fields
    • Advanced permissions
  • Pro$65/month
    • 25 mailboxes
    • Enterprise security
    • HIPAA compliance

Which should you pick?

Choose Amazon Connect if

  • You need voice.
  • You want to start without paying.
  • You also want chat.
Amazon Connect review

Choose Help Scout if

  • You need shared inbox.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
Help Scout review

Questions people ask

Is Amazon Connect or Help Scout better?
Neither clearly leads. Amazon Connect starts at Free and Help Scout at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Help Scout?
Amazon Connect starts at Free and Help Scout at Free.
Does Amazon Connect or Help Scout run on more platforms?
Amazon Connect runs on Web. Help Scout runs on Web, Ios, Android.
Can I use Amazon Connect for free?
Both have a free tier, so you can try either at no cost before committing.
What is Amazon Connect best used for?
Amazon Connect is most often used for cloud contact centre with no per-seat licence, voice, chat, email and sms in one queue, conversational analytics and agent assist, outbound campaigns and automated contact. Of those, cloud contact centre with no per-seat licence and voice, chat, email and sms in one queue are not what Help Scout is typically brought in for.
What can Amazon Connect do that Help Scout cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Help Scout covers Shared inbox, Knowledge base, Live chat, Customer profiles. Both handle Salesforce, SOC2, HIPAA, Web support.
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Related pages

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