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Help Scout

Shared inbox customer support platform with live chat, knowledge base and AI assistants that draft replies and resolve customer questions.

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  • Content & product copy
  • Search & SEO
  • Paid
  • Free trial

Listing data refreshed Built from public product pages and documentation. SourcesClaim this listing

ecommerceguide summary

Help Scout is a shared inbox support platform covering email, live chat, SMS, WhatsApp, Instagram, Messenger and Shopify messages in one place, with knowledge base Docs sites and the embeddable Beacon widget. AI features draft replies, summarise threads, and edit or translate responses, while the AI Answers add-on resolves questions from your help content at $0.75 per resolution. Free plan covers 5 users and 1 Inbox; paid plans start at $25 per user each month.

Why it stands out

Help Scout publishes an ecommerce solution page and handles Shopify messages as a channel inside its shared inbox.

What Help Scout does

ecommerceguide editorial
  • Shared inboxes, live chat, SMS and social channels in one workspace
  • Handles Shopify messages alongside email through channels and integrations
  • AI Drafts, AI Summarize and AI Assist edit or translate replies
  • AI Answers add-on: $0.75 per resolution, three-month free trial
  • Free plan: 5 users, 1 Inbox, 1 Docs site
  • Standard $25, Plus $45, Pro $75 per user monthly
  • Workflows automate tagging, routing and SLA policies; 100+ integrations
  • Pro adds SSO/SAML, HIPAA compliance and unlimited workflows

How ecommerce teams could use it

ecommerceguide editorial

Illustrative scenarios written by ecommerceguide from the product's documented capabilities. They are not customer case studies.

  1. Shopify store moving support off a shared Gmail account

    Order and returns email arrives alongside Instagram and Messenger questions

    Intended outcomeConversations land in shared inboxes with workflows tagging and assigning them, and Shopify messages handled as a channel

  2. Homeware brand running a help centre

    Repeat pre-purchase questions about sizing, shipping and returns

    Intended outcomeDocs articles feed the Beacon widget and the AI Answers agent, which resolves questions and bills per resolution

  3. Support team replying to customers in several languages

    Agents draft replies for markets outside their first language

    Intended outcomeAI Drafts creates a first reply and AI Assist edits or translates it before the agent sends

Who it suits

ecommerceguide editorial

Best for

You want shared inbox email, chat and social support with a knowledge base, can work with per-user pricing from $25 per month, and want a free plan for up to 5 users.

Probably not for

You need an app installed from the Shopify App Store, or you want autonomous AI resolution included in the seat price rather than billed at $0.75 per resolution.

Business size
Any stagePlans run from a free 5-user tier to Pro at $75 per user with SSO/SAML and HIPAA compliance.

Help Scout pricing

From the vendor

As published by the vendor. Checked . Confirm current prices on the vendor's site.

Model
Paid
Try before buying
Free tier, 15-day free trial
PlanMonthlyWhat is included
Free$05 users, 1 Inbox, 1 Docs site
Standard$25For growing teams looking to automate more tasks and move beyond email.
Plus$45For teams managing higher volume and complexity across multiple channels.Popular
Pro$75For teams that need the highest level of scale and security.
AI Answers$0.75Pay per resolution on a monthly basis.

Often used alongside

ecommerceguide editorial

What the vendor and reviewers say

From the vendor

Customers named by Help Scout

  • AngelList
  • Clockwise
  • The New Wheel
  • Tuft & Needle
  • Brilliant
  • Curative
  • Geodis
  • King Arthur
  • MixMax
  • The New Yorker
  • Ugmonk
  • Buffer

Named on the vendor's own site (source (opens in a new tab)). Not confirmed with the customers.

Security and compliance claims

  • SOC 2
  • HIPAA

As stated by the vendor (source (opens in a new tab)). Ask the vendor for certificates before relying on them.

Categories and use cases

Alternatives to Help Scout

Listings that share this one's category, platforms or use cases. Ordered by how many relationships they share, not by quality or payment.

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Sources

ecommerceguide profiles are built from public product information and written for ecommerce teams. We do not test products, and paying never changes where a listing ranks.

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