Help Scout vs Kustomer: Which Should You Choose in 2026?
Choosing between Help Scout and Kustomer comes down to understanding what each tool does best. This comparison breaks down the key differences so you can make an informed decision based on your specific needs, not marketing claims.
Short on time? Here's the quick answer
We've tested both tools. Here's who should pick what:
Help Scout
Customer support for growing teams
Best for you if:
- • You want the higher-rated option (8.4/10 vs 8.3/10)
- • You need help desk features specifically
- • Help Scout is a customer service platform with shared inboxes and knowledge base
- • It provides email-based support, docs, and live chat with a focus on simplicity
Kustomer
Customer service CRM platform
Best for you if:
- • You need customer success features specifically
- • Kustomer is a customer service CRM platform with omnichannel support
- • It unifies customer conversations across channels with AI-powered automation
| At a Glance |  Help Scout |  Kustomer |
|---|---|---|
Price | Paid | Paid |
Best For | Help Desk | Customer Success |
Rating | 84/100 | 83/100 |
| Feature | Help Scout | Kustomer |
|---|---|---|
| Pricing Model | Paid | Paid |
| Editorial Score | 84 | 83 |
| Community Rating | No ratings yet | No ratings yet |
| Total Reviews | 0 | 0 |
| Community Upvotes | 0 | 0 |
| Categories | Help DeskLive Chat | Customer SuccessLive Chat |
Understanding the Differences
Both Help Scout and Kustomer solve similar problems, but they approach them differently.Help Scout positions itself as "customer support for growing teams" while Kustomerfocuses on "customer service crm platform". These differences matter depending on what you're trying to accomplish.
When to Choose Help Scout
Help Scout makes sense if you're looking for a comprehensive paid solution. With a score of 84/100, it's our top pick in this comparison.
When to Choose Kustomer
Kustomer is worth considering if you need a professional-grade tool.
Who Should Use What?
Bootstrapped or small team?
Neither is free, but both have their value. Test them both and see which clicks.
We'd pick: Kustomer
Growing fast?
Your team doubled last quarter and you need tools that won't break when you add 50 more people. Help Scout handles scale better in our testing.
We'd pick: Help Scout
Enterprise with complex needs?
You need SSO, compliance certifications, and a support team that picks up the phone. Help Scout is built for organizations like yours.
We'd pick: Help Scout
Still not sure? Answer these 3 questions
How much can you spend?
Both are paid tools. If money isn't the issue, go with Help Scout—it scored higher.
Do you care what other users think?
Both have similar review counts. Read a few before you commit.
Expert opinion or crowd wisdom?
Our team rated Help Scout higher (84/100). But the community has upvoted Kustomer more (0 votes). Pick your source of truth.
Key Takeaways
What Help Scout Does Better
- Higher overall score (84/100)
- Our recommendation for most use cases
Consider Kustomer If
- Its specific features better match your workflow
- You prefer its interface or design approach
The Bottom Line
If we had to pick one, we'd go with Help Scout (84/100). But the honest answer is that "better" depends on your situation. Help Scout scores higher in our analysis, but Kustomer might be the right choice if its specific strengths align with what you need most. Take advantage of free trials to test both before committing.
Frequently Asked Questions
Is Help Scout or Kustomer better?
Based on our analysis, Help Scout scores higher with 84/100. Help Scout ispaid while Kustomer is paid. The best choice depends on your specific needs and budget. We recommend testing both with free trials if available.
Can I switch from Help Scout to Kustomer easily?
Migration difficulty varies. Check if both tools support data export/import in compatible formats. Some tools offer migration assistance or have integration partners who can help with the transition.
Do Help Scout and Kustomer offer free trials?
Most software in this category offers free trials or free tiers. Help Scout is paid with potential trial.Kustomer is paid with potential trial. Visit their websites for current trial offers.