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Customer Support · head to head

Help Scout vs Verint

Help Scout logo

Help Scout

Customer Support

Customer service software that people love

From
Free
Rated
-
Full reviewWebsite
Verint logo

Verint

Customer Support

Enterprise customer engagement and workforce optimisation, taken private by Thoma Bravo and merged with Calabrio

From
On request
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; Verint thoma Bravo took Verint private in November 2025 and is combining it with the directly competing Calabrio, so buyers signing multi-year agreements now cannot know which of the two overlapping product lines survives as the strategic one.
  • They diverge on capability: Help Scout covers Shared inbox, Verint covers Workforce management.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

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

Attributes where Help Scout and Verint differ
AttributeHelp ScoutVerint
Starting priceFreeOn request
Pricing modelsubscriptionquote
Free tierYesNo
PlatformsWeb, Ios, AndroidWeb, Windows
Founded2011Unknown

Identical on both: 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 Help Scout

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

Only in Verint

  • Workforce management
  • Interaction recording
  • Speech and text analytics
  • Quality management
  • CX automation bots
  • Voice of the customer
  • Knowledge management
  • Open platform connectors

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 Verint
  • Publishing a knowledge base alongside email and chat supportnot Verint

Verint

  • A retail bank with 4,000 agents that must record and retain every advised sale under regulatory obligation and evidence retention on demandnot Help Scout
  • A government service centre running an inherited Avaya estate that needs modern analytics without replacing the telephonynot Help Scout
  • A multinational insurer forecasting across six sites and three languages where a spreadsheet-based rota has stopped scalingnot Help Scout
  • An enterprise wanting analytics over one hundred per cent of interactions because sampled quality scoring keeps missing the failure modes that generate complaintsnot 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

Verint

  • Thoma Bravo took Verint private in November 2025 and is combining it with the directly competing Calabrio, so buyers signing multi-year agreements now cannot know which of the two overlapping product lines survives as the strategic one.
  • The catalogue is licensed piece by piece, including individually priced automation bots, so the quoted platform figure is rarely the figure you end up paying once the analytics, recording and bot modules are all in scope.
  • Implementations routinely run six to twelve months and effectively require a partner, which means the first year of a contract is spent paying for software that is not yet delivering.
  • The interface reflects two decades of accumulated enterprise features, and new supervisors need formal training to do things that a mid-market tool exposes in one screen.
  • It is priced and scoped for thousands of agents, so a 300-seat operation gets an enterprise contract, an enterprise implementation and enterprise complexity for a problem a lighter product would solve in weeks.

Pricing, plan by plan

Help Scout

Free
  • FreeFree
    • Up to 5 users
    • 1 Inbox
    • 1 Docs site
  • Standard$25/month
    • Multiple inboxes
    • Live chat, SMS, WhatsApp, Instagram, Messenger
    • Multiple knowledge bases
  • Plus$45/month
    • Standard features plus advanced workflows
    • Two advanced SLAs
    • Secure portal
  • Pro$75/month
    • Plus features plus unlimited workflows
    • Unlimited SLAs
    • SSO/SAML

Verint

On request
  • Verint Open Platform$undefined/year
    • Workforce management and forecasting
    • Compliance recording and quality management
    • Speech and text analytics

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 Verint if

  • You need workforce management.
  • You work on Web, Windows.
  • You also want interaction recording.
Verint review

Questions people ask

Is Help Scout or Verint better?
Neither clearly leads. Help Scout starts at Free and Verint at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Help Scout or Verint?
Help Scout has a free tier; the other does not. Paid plans start at Free for Help Scout and On request for Verint.
Does Help Scout or Verint run on more platforms?
Help Scout runs on Web, Ios, Android. Verint runs on Web, Windows.
Can I use Help Scout for free?
Yes. Help Scout has a free tier, so you can try it without paying. Verint starts at On request.
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 Verint is typically brought in for.
What can Help Scout do that Verint cannot?
Help Scout covers Shared inbox, Knowledge base, Live chat, Customer profiles. Verint covers Workforce management, Interaction recording, Speech and text analytics, Quality management.

Answered from the vendors’ own pages

Help Scout: How much does Help Scout cost?

Help Scout offers a free plan for up to 5 users. Paid plans start at $25/user/month (Standard), $45/user/month (Plus), and $75/user/month (Pro).

Source
Verint: Who owns Verint now?

Thoma Bravo, which completed a 2 billion US dollar take-private in November 2025 and is combining Verint with its existing portfolio company Calabrio.

Help Scout: What is included in the Pro plan?

Help Scout Pro at $75/user/month includes unlimited workflows, unlimited SLAs, SSO/SAML, HIPAA compliance, up to 50 light users, dedicated onboarding, and a strategic account manager.

Source
Verint: Does that affect an existing contract?

Existing contracts continue, but roadmap and product overlap with Calabrio is unresolved. Ask for written commitments on support horizon and migration terms before renewing.

Help Scout: Does Help Scout offer a free trial?

Yes, Help Scout offers a 15-day free trial for Standard and Plus plans with no credit card required. Pro plan requires booking a demo.

Source
Verint: Do I have to replace my telephony?

No. Verint is deliberately platform-agnostic and is commonly deployed over Avaya, Cisco, Genesys and Amazon Connect estates.

Help Scout: What is the cost of Help Scout's AI Answers add-on?

Help Scout's AI Answers add-on costs $0.75 per resolution with a 3-month free trial included.

Source
Verint: Is pricing published?

No. Verint sells multi-year enterprise agreements quoted per module and per agent, with professional services costed separately.

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