Help Scout vs Converge

Help Scout has established itself as a leading email-focused customer support platform, known for its clean interface and strong reputation among businesses of all sizes.

Converge offers a different approach with flat-rate pricing and multi-channel messaging support, targeting teams that need comprehensive communication coverage beyond email.

Help Scout focuses primarily on email support with a polished, intuitive interface that has earned it a 4.4/5 rating from 403 G2 reviews. Its strength lies in email workflow optimization and team collaboration features.

Converge takes a multi-channel approach, supporting WhatsApp, Telegram, Messenger, Zalo, Instagram, and Discord in addition to traditional channels. This makes it particularly valuable for businesses that engage customers across diverse messaging platforms.

Both platforms offer team collaboration features, but Help Scout's maturity shows in its refined email-specific workflows, while Converge's advantage is channel diversity and unified messaging management.

Help Scout's Plus plan at $45/user/month offers comparable features to Converge including round robin routing and team collaboration. For a 3-agent team, this costs $135/month, while a 5-agent team pays $225/month. Additional costs include AI Answers at $0.75 per resolution.

Converge's flat $49/month includes up to 15 team members with auto-routing and team collaboration built in. This means the same price whether you have 3 agents or 15, with no per-resolution AI fees.

Help Scout excels for email-centric support teams that value proven reliability and don't mind per-user pricing, while Converge is ideal for teams needing multi-channel messaging at predictable flat rates.

Choose Help Scout if: Email is and will remain your primary support channel, you value its clean and simple interface, you want a solid knowledge base for self-service, or you're a small team that can start with the free tier.

Choose Converge if: Messaging platforms are where your customers reach you, you want WhatsApp, Telegram, and Messenger in one inbox, you prefer flat pricing over per-user costs, or you need native messaging support without third-party tools.