Help Scout vs JivoChat

Help Scout and JivoChat serve different segments of the customer support market. Help Scout ($0-$75/user, G2 4.4) specializes in email-focused support with excellent team collaboration features, while JivoChat ($0-Custom pricing, G2 4.5) excels in multi-channel chat with real-time visitor monitoring and proactive engagement tools.

The choice between them often depends on whether your priority is comprehensive email management or dynamic chat-based customer engagement.

Help Scout excels in email management with features like shared inboxes, collision detection, customer context, and seamless team collaboration. It's designed for teams that need to handle high volumes of email efficiently while maintaining personal touch.

JivoChat focuses on real-time engagement with live chat, visitor monitoring, proactive chat invitations, and multi-channel messaging (WhatsApp, Facebook, Telegram). It includes CRM features and is optimized for converting website visitors into customers.

The fundamental difference is timing: Help Scout handles asynchronous communication excellently, while JivoChat specializes in immediate, real-time customer interactions.

Help Scout offers transparent pricing from free (1 user, 25 conversations) to $75/user/month for Pro features. The pricing scales predictably with team size and feature needs.

JivoChat starts free for basic live chat (5 agents) and offers custom pricing for advanced features. Their model is more flexible but less transparent, requiring sales conversations for enterprise features.

For small teams needing basic chat, JivoChat's free tier is generous. For comprehensive email support, Help Scout provides better value and predictability.

Choose Help Scout if you handle primarily email-based support and need robust team collaboration features. Choose JivoChat if you prioritize real-time chat engagement, visitor tracking, and proactive customer outreach across multiple channels.

Choose Help Scout if: Your support is primarily email-based, you need excellent team collaboration, want predictable pricing, or handle complex customer conversations that benefit from shared context.

Choose JivoChat if: You prioritize real-time chat engagement, need visitor tracking and proactive outreach, want multi-channel messaging integration, or focus on converting website visitors.

For teams needing both email and chat capabilities without per-agent limitations, Converge at $49/month flat rate provides up to 15 agents across all communication channels.