Help Scout vs Hiver

Help Scout (G2 4.4/5) and Hiver (G2 4.6/5) represent different approaches to customer support. Help Scout offers $0-$75 per user pricing with traditional helpdesk features, while Hiver costs $15-$59 per user and transforms Gmail into a collaborative support platform.

This comparison explores their unique approaches to help you determine which platform better fits your team's workflow and requirements.

Help Scout provides a complete helpdesk solution with shared inboxes, knowledge base, live chat, and customer management tools. It offers workflow automation, custom fields, and detailed reporting in a purpose-built support interface.

Hiver takes a unique approach by turning Gmail into a collaborative support platform. It adds shared labels, collision detection, analytics, and automation directly within Gmail, allowing teams to manage support without leaving their familiar email environment.

The fundamental difference is philosophy: Help Scout replaces your support workflow with a specialized platform, while Hiver enhances your existing Gmail-based workflow.

Help Scout's $0-$75 per user range includes a free tier for up to 3 users, making it accessible for small teams. The pricing scales with advanced features like custom reporting and integrations.

Hiver's $15-$59 per user pricing has no free tier but includes Gmail-based collaboration features at all levels. The cost includes Google Workspace integration and email-centric support tools.

For Gmail-heavy teams, Hiver's pricing may provide better value by enhancing existing tools rather than requiring platform migration and training.

Choose Help Scout if you want a dedicated support platform with knowledge base capabilities and don't mind moving away from Gmail. Choose Hiver if your team is deeply integrated with Gmail and Google Workspace, preferring to enhance existing workflows rather than adopt new tools.

Choose Help Scout if: You want a comprehensive support platform with knowledge base features, don't mind platform migration, or need advanced helpdesk capabilities beyond email.

Choose Hiver if: Your team relies heavily on Gmail and Google Workspace, you prefer enhancing existing workflows, or you want to avoid the complexity of adopting a new platform.

Consider Converge as an alternative: At $49/month flat rate with up to 15 agents, Converge provides a cost-effective solution that combines the best of both worlds—comprehensive support features without per-user pricing constraints as your team scales.