Intercom vs Help Scout: An Honest Comparison for 2026

Let's talk about your options

If you're reading this, you're probably knee-deep in researching customer support platforms. Maybe you're frustrated with your current setup. Maybe your team is scaling and your tools aren't keeping up. Or maybe you're just starting out and want to make the right choice from day one.

Either way, you've likely come across both Intercom and Help Scout. They're frequently mentioned in the same breath, which makes comparing them important if you want to make an informed decision.

Intercom (2011) positions itself as “Modern Engagement” — Feature-rich customer communication platform.

Help Scout (2011) takes a different approach: “Simple & Human” — Simple, human customer service software.

We've spent significant time with both platforms. Here's what we honestly think.

Who should actually consider each option?

Before we dive into features and pricing, let's be real about who each platform is actually built for. Not every tool is right for every team, and that's okay.

What each platform does well

Let's start with the positives. Both platforms have been around for years and have real strengths.

What we like about Intercom

Intercom has built a solid reputation over the years, and for good reason:

• More features and capabilities
• Excellent in-app messaging
• Product tours and onboarding
• Fin AI is capable
• Better for complex use cases
• Strong analytics

What we like about Help Scout

Help Scout brings its own set of strengths to the table:

• Incredibly simple to use
• Feels like email (familiar)
• Faster setup and onboarding
• More affordable
• No feature bloat
• Excellent documentation
• Great customer support

Where each platform falls short

No software is perfect. Here's where each platform will likely frustrate you.

Our frustrations with Intercom

After spending time with Intercom, these issues stood out:

• More expensive
• Can be overwhelming
• Steeper learning curve
• Fin AI costs extra
• Overkill for simple support needs

Our frustrations with Help Scout

Help Scout isn't without its problems either:

• Fewer features overall
• Basic in-app messaging
• No product tours
• Less sophisticated reporting
• Limited customization

Feature-by-feature breakdown

If you're the type who wants to see exactly what you get with each platform, here's the detailed breakdown. We've highlighted the features that we think matter most.

Let's talk money

Pricing is often the deciding factor, so let's break down what you'll actually pay. Keep in mind that both platforms love to hide costs in add-ons, so the sticker price rarely tells the whole story.

What Intercom will cost you

What Help Scout will cost you

So, which one should you choose?

After all this analysis, here's our honest take: Help Scout wins for teams who value simplicity and don't need Intercom's advanced features. Intercom wins only if you'll use product tours and in-app messaging.

Ask yourself: do you need product tours and sophisticated in-app messaging? If yes, Intercom. If no, Help Scout gives you a delightful experience at half the cost.

Common questions

Here are the questions we hear most often from people comparing these platforms.