Softwr

Customer Support · head to head

Customerly vs Help Scout

Customerly logo

Customerly

Customer Support

Customer service suite with live chat and automation

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: Customerly usage-based pricing of 0.50 EUR per conversation can become expensive at scale; 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: Customerly covers Email marketing, Help Scout covers Shared inbox.

Where they differ

Only the attributes on which Customerly and Help Scout actually diverge.

Attributes where Customerly and Help Scout differ
AttributeCustomerlyHelp Scout
Founded20152011

Identical on both: starting price (Free), pricing model (subscription), free tier (Yes), platforms (Web, Ios, Android), 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 Customerly

  • Email marketing
  • Customer surveys
  • Help center
  • Automation
  • Video chat
  • WordPress
  • Zapier
  • Segment

Only in Help Scout

  • Shared inbox
  • Knowledge base
  • Customer profiles
  • Workflows
  • Reporting
  • Salesforce
  • HubSpot
  • Jira

Both cover

  • Live chat
  • Slack
  • Shopify
  • GDPR
  • Web support
  • Ios support
  • Android support

What people use each for

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

Customerly

  • Customer supportnot Help Scout
  • Lead generationnot Help Scout
  • Email marketingnot Help Scout
  • Customer feedbacknot Help Scout

Help Scout

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

Where each one falls short

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

Customerly

  • Usage-based pricing of 0.50 EUR per conversation can become expensive at scale
  • Limited to 11-50 employees according to company size metrics

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

Customerly

Free
  • FreeFree
    • 2 teammates
    • Live chat
    • Basic surveys
  • Essential$9/month
    • Unlimited chat
    • Help center
    • Automation
  • Startup$29/month
    • Video chat
    • Funnels
    • Priority support
  • Pro$79/month
    • White label
    • Advanced analytics
    • API access

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 Customerly if

  • You need email marketing.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want customer surveys.
Customerly 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 Customerly or Help Scout better?
Neither clearly leads. Customerly 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, Customerly or Help Scout?
Customerly starts at Free and Help Scout at Free.
Does Customerly or Help Scout run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
Can I use Customerly for free?
Both have a free tier, so you can try either at no cost before committing.
What is Customerly best used for?
Customerly is most often used for customer support, lead generation, email marketing, customer feedback. Of those, customer support and lead generation are not what Help Scout is typically brought in for.
What can Customerly do that Help Scout cannot?
Customerly covers Email marketing, Customer surveys, Help center, Automation. Help Scout covers Shared inbox, Knowledge base, Customer profiles, Workflows. Both handle Live chat, Slack, Shopify, GDPR.

Answered from the vendors’ own pages

Customerly: Where is Customerly's data stored?

All data is stored exclusively in the EU, providing GDPR compliance and data residency in European servers.

Source
Customerly: What messaging channels does Customerly support?

Customerly integrates live chat, email, WhatsApp, Facebook Messenger, Instagram DMs, and mobile apps into a single unified inbox for managing customer conversations.

Source
Customerly: How much of customer support can Customerly automate?

Customerly's AI assistant (Aura) handles up to 60 percent of customer conversations automatically, with the platform designed to handle 71 percent of support volume through automation.

Source
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Related pages

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