Apptentive vs. Help Scout

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Apptentive
Score 8.0 out of 10
N/A
Apptentive allows companies to measure shifts in customer emotion and gather actionable feedback across their mobile customer journeys. Their mobile customer feedback solution helps brands manage their brand reputation, prioritize product roadmaps, and measure customer experience down to individual customer IDs. With event-based targeting, brands can ask the right customers the right question at the right time, driving response rates higher than web and email. Apptentive’s ability to connect…N/A
Help Scout
Score 9.6 out of 10
N/A
Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…
$20
per user/per month
Pricing
ApptentiveHelp Scout
Editions & Modules
No answers on this topic
Standard
$20
per user/per month
Plus
$35
per user/per month
Company
Contact sales team
Offerings
Pricing Offerings
ApptentiveHelp Scout
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
ApptentiveHelp Scout
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Apptentive
-
Ratings
Help Scout
9.8
18 Ratings
22% above category average
Organize and prioritize service tickets00 Ratings9.018 Ratings
Subscription-based notifications00 Ratings10.010 Ratings
Ticket creation and submission00 Ratings10.017 Ratings
Ticket response00 Ratings10.018 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Apptentive
-
Ratings
Help Scout
8.5
16 Ratings
9% above category average
External knowledge base00 Ratings9.015 Ratings
Internal knowledge base00 Ratings8.014 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Apptentive
-
Ratings
Help Scout
7.8
18 Ratings
2% above category average
Email support00 Ratings9.018 Ratings
Help Desk CRM integration00 Ratings6.510 Ratings
Best Alternatives
ApptentiveHelp Scout
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Conversica
Conversica
Score 9.4 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ApptentiveHelp Scout
Likelihood to Recommend
8.0
(2 ratings)
10.0
(18 ratings)
Likelihood to Renew
-
(0 ratings)
7.0
(1 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
ApptentiveHelp Scout
Likelihood to Recommend
Apptentive
Apptentive is well suited for getting more feedback from mobile app users. It has all the tools to ask the right questions at the right time. It's less appropriate for simply an app metrics solution. While it provides metrics other mobile platforms would be better at compiling the correct metrics needed for insights.
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Help Scout
Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.
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Pros
Apptentive
  • Push notifications for app store reviews.
  • Targeted interactions based on in-app events.
  • Easy in-app messaging service for direct access to our support team.
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Help Scout
  • Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
  • The email newsletter.
  • They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
  • Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.
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Cons
Apptentive
  • Apptentive's metrics aren't as customizable as we would like but what it does measure it does a good job at.
  • Managing multiple apps (iOS and Android) can make for extra work because you're duplicating work on Notes and Events.
  • Finding the right way to interact can take multiple tests, surfacing best practices across the industry would be a help.
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Help Scout
  • Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
  • Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)
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Likelihood to Renew
Apptentive
No answers on this topic
Help Scout
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
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Usability
Apptentive
No answers on this topic
Help Scout
It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
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Alternatives Considered
Apptentive
We thought about Firebase, but we ultimately selected Apptentive because it is brand-agnostic. Using a Google app for an iOS application could have proved disastrous if the support for iOS had been lost down the line.
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Help Scout
Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
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Return on Investment
Apptentive
  • Apptentive has helped us increase our app store ratings which results in better listings in search results, etc.
  • Apptentive has helped give us better insights from our users.
  • Apptentive has helped us better manage emergencies that we can address without an App Store update now.
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Help Scout
  • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
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ScreenShots

Apptentive Screenshots

Screenshot of Sentiment and Topic Analysis - The Apptentive dashboard provides key insights into who customers are, what they care about, and how to communicate with them. Apptentive works from day one using machine learning and semantic analysis to bubble up key trends, so the user can stop guessing what customers want and recognize issues not readily seen.Screenshot of The Love Dialog shows how customers feel about a brand and mobile experience by asking one simple question, ‘Do you love our company?’. The Love Dialog allows users to track and analyze customer sentiment over time, and by app version.Screenshot of Apptentive’s Surveys can be changed without updating the app. Collect quantitative data and qualitative information with a tap. Optimized for mobile with in-depth targeting, gather thousands of responses to make faster data-driven decisions.

Help Scout Screenshots

Screenshot of Build better relationships with your customers, and work together better as a teamScreenshot of Tools designed specifically for team collaboration on customer supportScreenshot of Docs Knowledge Base provides self-service that sets your customers up for successScreenshot of The conversation report can change the conversation with your customers from problems to praise by pinpointing what they write in about and when.Screenshot of Productivity Reports track your team's customer-helping velocity and identify sticking points to push through with even greater momentum.Screenshot of Happiness Reports are the closest you can get to your customer's true feelings without hiring a telepath.