Help Scout vs. Kustomer: Help Desk Solution Comparison 2025

Overview: Help Scout and Kustomer as Help Desk Category solutions.

Help Scout and Kustomer are both robust help desk solutions catering to enterprises with varied priorities. Help Scout excels in helpdesk and workflow management, making it ideal for enhancing customer relationships and managing intricate internal communications. Kustomer, with its strong focus on engagement management and advertisements, aids businesses in customer acquisition and revenue growth. Help Scout is well-suited for industries like computer software and media production, whereas Kustomer fits well within retail and food services. Considering vendor support, Help Scout offers extensive 24/7 assistance, while Kustomer's support is more versatile, catering to smaller enterprises with fewer demands.

Help Scout: Help Scout's shared inbox, help center, and live chat software streamline customer communication management. Teams are equipped with essential tools for efficient service.

Kustomer: Kustomer delivers faster, richer customer experiences with omnichannel messaging and a unified customer view. AI-powered automations enhance service efficiency.

Help Scout and Kustomer: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Help Scout excels in helpdesk management, workflow and engagement management, aiding enterprises in optimizing customer communication. read more →

Kustomer focuses on engagement management and helps with contact list and customer feedback management, improving customer interfacing. read more →

Business Goals

Help Scout aids businesses in customer acquisition and relationship enhancement, prioritizing improved communications. read more →

Kustomer supports goals like enhancing customer relationships and acquiring new customers, with a focus on increased sales. read more →

Core Features

Help Scout offers custom reports, data import/export, training, and robust security, meeting needs for comprehensive management. read more →

Kustomer provides AI power, compliance, integration, and robust analytics, catering to businesses looking for technological assistance. read more →

Vendor Support

Help Scout provides extensive 24/7 support via phone, email, and chat, ensuring continuous help for larger enterprises. read more →

Kustomer offers multifunctional support options, including chat and phone support, tailored for enterprises with diverse needs. read more →

Segments and Industries

Help Scout serves large enterprises in computer software, health, and media production sectors, reflecting its versatility. read more →

Kustomer is popular with enterprise-level clients in retail, IT services, and other industries, showcasing its adaptability. read more →

Operational Alignment

Help Scout integrates well into workflows of large companies, focusing on enhancing and streamlining operations. read more →

Kustomer aligns with businesses aiming for growth, offering tools for customer management and boosting revenue strategies. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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low

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Integration Risk

medium

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low

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Migration Risk

medium

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low

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Import

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Data Export

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Support

Phone Support

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Email Support

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24/7 Support

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Chat Support

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Others

Custom Reports

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Analytics

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AI Powered

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Most deployed common Use Cases for Help Scout and Kustomer

How can Help Scout and Kustomer optimize your Engagement Management Workflow?

Help Scout and Kustomer both focus on managing customer interactions. Help Scout emphasizes email communication and offers features like a Happiness Report to track customer satisfaction. Kustomer is a more comprehensive platform that supports multiple communication channels, including text, chat, and voice. Help Scout is well-suited for smaller teams managing customer interactions primarily through email, while Kustomer provides a broader solution for businesses seeking to engage customers across various channels. It is important to note that Kustomer may have limitations related to program stability and potential delays in interacting with customers.

"...Their docs are well written and engaging. ...." Peer review by Jeff B., Director of Support, Computer Software

"...Understand the type of customer interactions your company has regularly before deciding to choose this platform...." Peer review by Administrator

How does Help Scout and Kustomer facilitate Workflow Management?

Help Scout and Kustomer both use workflows to automate processes and increase productivity. Help Scout focuses on simpler, if/then logic-based workflows, while Kustomer offers more complex and customizable workflows. Help Scout’s workflows are easier to use, while Kustomer's workflows are more powerful, but may require technical expertise. However, Help Scout may experience occasional downtime, and Kustomer’s workflow documentation is limited.

"...Saved Replies, Tagging, Workflows, and the ability to create a makeshift internal wiki of docs and procedures our customer care teams and internal support staff can use to help each other and stay on the same page...." Peer review by Industry Analyst / Tech Writer

"...If you are looking for a platform to sort, organize and process workflow efficiently, this is your choice...." Peer review by Roberto T, Customer Care Associate