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Customer Support · head to head

Help Scout vs Dialpad Contact Center

Help Scout logo

Help Scout

Customer Support

Customer service software that people love

From
Free
Rated
-
Full reviewWebsite
Dialpad Contact Center logo

Dialpad Contact Center

Customer Support

AI-powered cloud contact center

From
$95/month
Rated
-
Full reviewWebsite

The short version

  • Only Help Scout has a free tier, so it costs nothing to try first.
  • Each has a real cost: Help Scout the free plan caps contacts at 100 a month, so it is a volume trial rather than a standing free tier; Dialpad Contact Center the AI agent is sold as a pool of prepaid credits rather than a seat price, so cost depends on conversation volume
  • They diverge on capability: Help Scout covers Shared inbox, Dialpad Contact Center covers Voice Intelligence.

Where they differ

Only the attributes on which Help Scout and Dialpad Contact Center actually diverge.

Attributes where Help Scout and Dialpad Contact Center differ
AttributeHelp ScoutDialpad Contact Center
Starting priceFree$95/month
Free tierYesNo
PlatformsWeb, Ios, AndroidWeb, Desktop, Ios, Android

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Customer Support), founded (2011).

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 Help Scout

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

Only in Dialpad Contact Center

  • Voice Intelligence
  • Real-time transcription
  • Sentiment analysis
  • Agent coaching
  • Quality assurance
  • Analytics
  • Zendesk
  • ServiceNow

Both cover

  • Salesforce
  • HubSpot
  • SOC2
  • GDPR
  • HIPAA
  • Web support
  • Ios support
  • Android support

What people use each for

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

Help Scout

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

Dialpad Contact Center

  • Cloud contact centre with voice, messaging and AI assistancenot Help Scout
  • Routing and monitoring customer calls with live transcriptionnot Help Scout

Where each one falls short

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

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

Dialpad Contact Center

  • The AI agent is sold as a pool of prepaid credits rather than a seat price, so cost depends on conversation volume
  • No per user price, seat minimum or feature comparison is published for any plan
  • The pricing page directs every enquiry to sales or an ROI calculator instead of stating a rate

Pricing, plan by plan

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

Dialpad Contact Center

$95/month
  • Essentials$95/month
    • Voice
    • Real-time AI
    • Analytics
  • Advanced$135/month
    • Essentials + Digital
    • WFM
    • Custom integrations
  • Premium$170/month
    • Advanced + Full suite
    • SLA guarantee

Which should you pick?

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

Choose Dialpad Contact Center if

  • You need voice intelligence.
  • You work on Web, Desktop, Ios, Android.
  • You also want real-time transcription.
Dialpad Contact Center review

Questions people ask

Is Help Scout or Dialpad Contact Center better?
Neither clearly leads. Help Scout starts at Free and Dialpad Contact Center at $95/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Help Scout or Dialpad Contact Center?
Help Scout has a free tier; the other does not. Paid plans start at Free for Help Scout and $95/month for Dialpad Contact Center.
Does Help Scout or Dialpad Contact Center run on more platforms?
Help Scout runs on Web, Ios, Android. Dialpad Contact Center runs on Web, Desktop, Ios, Android.
Can I use Help Scout for free?
Yes. Help Scout has a free tier, so you can try it without paying. Dialpad Contact Center starts at $95/month.
What is Help Scout best used for?
Help Scout is most often used for shared inbox and help desk for customer support teams, publishing a knowledge base alongside email and chat support. Of those, shared inbox and help desk for customer support teams and publishing a knowledge base alongside email and chat support are not what Dialpad Contact Center is typically brought in for.
What can Help Scout do that Dialpad Contact Center cannot?
Help Scout covers Shared inbox, Knowledge base, Live chat, Customer profiles. Dialpad Contact Center covers Voice Intelligence, Real-time transcription, Sentiment analysis, Agent coaching. Both handle Salesforce, HubSpot, SOC2, GDPR.
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