Compare Help Scout vs SnapEngage vs Support.com

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Crozscore:

89%
what is this?
91%
52%
no significant changes

Crozscore:

92%
what is this?
98%
48%
no significant changes

Crozscore:

80%
what is this?
45%
interest rising
Help Scout screenshot view 6 more SnapEngage screenshot view 4 more Support.com screenshot view 3 more

Software Description:

Help Scout features many functions typical for other help desk services, with an addition of personalized customer experience, just like any normal email.

Customers don't need to roam in a bulky ticket portal, or to bother with login credentials to get their issues resolved. Help Scout provides inbox, that each user shares with the team, enabling collaboration for support whenever a request arrives.

Simultaneously, it eliminates the complexities other help desk solutions usually bring, and makes responding to emails and team collaboration easy and plain. It smoothly integrates with other apps and business systems.

Software Description:

This service gives its users abilities to automatically invite their visitors to chat, so they don’t have to waste time monitoring unresponsive chats. Agents can focus on only those visitors who want to talk. They can also customize everything! The chat window, agent photos, Help-Chat, and Contact-buttons.
SnapEngage can easily be installed on any website and seamlessly integrates with your CRM or Help Desk, the perfect solution for enterprising companies of any size.
Its strengths are definitely ease of use and their very efficient web client that gives easy access to all the important functionalities.

Software Description:

Support.com Cloud is a cloud-based customer support platform that minimizes customer effort and maximizes the benefits customers get from your products. It diagnoses and fixes computer issues for their customers.

The Support.com makes most of its technology to manage machines and run an automated solution for fixing PC problems faster and more efficiently. It also has an embeddable step-by-step self-service widget with agent-assisted support.

Self-Support is cloud-based tech support software designed to improve the self-service environment and customer experience. Agents can provide their customers with step-by-step directions and support to resolve their technical issues.

The service also provides reliable analytics for customer satisfaction insights.

Features:

  • Multi-User
  • Chat
  • External Integrations
  • API
  • Email Integration
  • Call Tracking
  • Customer Management
  • Dashboard
  • Notifications
  • Google Apps Integration

Features:

  • Analytics
  • Audience Targeting
  • Chat
  • Scheduling

Features:

  • Scheduling
  • Notifications
  • Data Export
  • Data Import
  • API
  • External Integrations
  • Dashboard

Summary:

  • Create multiple mailboxes for each shared email address.

  • Help Scout’s collaboration features keep everyone on the same page.

  • Simple automation system based on if/then logic.

  • Measure team performance, spot trends to prevent issues, and monitor customer happiness.

  • Every customer has an auto-populated, editable profile.

  • Customer satisfaction ratings.

  • Phone calls and voicemails.

  • Collision detection.

Summary:

  • SMS Chat: Text-to-Chat feature allows website's visitors to initiate a chat and communicate with agents via SMS text message.

  • File Exchange: Agents and visitors can share images and other files with the click of a button - all within the chat window.

  • Advanced Chat Portal: Their easy and powerful interface gives agents the abilities and information they need.

  • Proactive Invitations: SnapEngage automatically invites visitors to chat.

  • Agent Picture: Agent portraits create a more personal engagement experience for visitors.

  • Simple Offline Form: Visitors can leave a simple message for agents, to address later.

Summary:

  • Agent Support

  • Self-Support

  • Automated Fixes

  • Multimedia Demos

  • Decision Points & Dynamic Decision Points

  • Interaction Analytics

  • Guided Paths Designer

Basic

$12.00
1 user(s) / month
Included in plan:
  • Up to 10 Users
  • 1 limited Docs knowledge base
  • Reports (30 days of history)
  • Saved Replies
  • Beacon
  • Following
  • @mentions
  • Outstanding 24x6 Support
  • No Help Scout branding
  • iOS & Android App

Standard

$20.00
1 user(s) / month
Included in plan:
  • Unlimited Users
  • 5 Mailboxes
  • 1 Docs knowledge base
  • Reports (Full history)
  • Saved Replies
  • Beacon
  • Following
  • @mentions
  • Outstanding 24x6 Support
  • No Help Scout branding
  • iOS & Android App
  • Workflows
  • Satisfaction Ratings
  • Office Hours
  • 50+ integrations
  • API Access

Plus

$35.00
1 user(s) / month
Included in plan:
  • Unlimited Users
  • Unlimited messages & storage
  • Unlimited Mailboxes
  • 3 Docs knowledge base
  • Reports (Full history)
  • Saved Replies
  • Beacon
  • Following
  • @mentions
  • Outstanding 24x6 Support
  • No Help Scout branding
  • iOS & Android App
  • Workflows
  • Satisfaction Ratings
  • Office Hours
  • 50+ integrations
  • API Access
  • Salesforce Integration
  • JIRA Integration
  • HubSpot Integration
  • SAML Single Sign-on
  • Teams
  • Custom fields
  • HIPAA Compliance

Pricing:

  • Credit card required: N/A
  • Business: $60 USD / month for 4 agents,
    Plus: $140 USD / month for 8 agents,
    Premier: $420 USD / month for 16 agents,
    15 day trial for any pricing plan.

Continuous support

$19.99
1 user(s) / month
Included in plan:
  • 24/7 technical support
  • On-demand diagnosis
  • Virus removal
  • Network Support
  • New device setup

One-time tech support service

$129.99
One-time fee
Included in plan:
  • Diagnose and Repair
  • Optimize speed
  • Performance fix
  • Virus and spyware removal

Wireless Networking Support

$79.99
One-time fee
Included in plan:
  • On-demand diagnosis
  • Resolution of networking problems
  • Assisting in adding devices to the network
  • Updating security

Computer Tune Up

$79.99
One-time fee

Install and Setup

$49.99
One-time fee
Included in plan:
  • Connecting printer, tablet, smart phone, TV, or other wifi enabled device

FAQs:

    What platforms does this service support?
  • Help Scout supports web-based platforms in addition to Android and iOS.

  • Who are the main user groups of this service?
  • Main users of this service are small businesses, medium-sized enterprises, and small teams within larger organizations.

  • Does this service integrate with any other apps?
  • Help Scout integrates with more than 50 applications, including:

    Wordpress, BigCommerce, Snap Engage, Hubspot, Salesforce, Jira, Slack, MailChimp, Shopify, Olark, Capsule, Webhooks, Pipedrive, Highrise, WooCommerce, and others.

  • Does this service offer an API?
  • Yes, it offers API.

  • Does this service offer multi-user capability (e.g. teams)?
  • Yes.

  • What are some applications this service is commonly used in tandem with?
  • Help Scout is frequently used in tandem with marketing and CRM platforms.

  • What is this service generally used for?
  • It is used as a powerful help desk application with personalized customer experience.

  • Does this service offer guides, tutorials and or customer support?
  • Yes, Help Scout offers:

    Email Support, Knowledge Base, Phone Support, Video Tutorials, Help Desk, and Help Docs

FAQs:

    Who are the main user groups of this service?
  • It is used by sales and support teams in companies of all sizes.

  • What is this service generally used for?
  • SnapEngage is used as a live chat support to sales teams.

  • What platforms does this service support?
  • It is web-based application, and works on Windows and Mac. Mobile Web App Works with iPhone and Android.

  • What are some applications this service is commonly used in tandem with?
  • It is most commonly used with Zendesk, Desk.com, and Freshdesk.

  • Does this service integrate with any other apps?
  • SnapEnage integrates with: SAP; HubSpot; Salesforce; Facebook; BatchBook; Desk.com; UserVoice; Zendesk; and more.

  • Does this service offer an API?
  • An API is available.

  • Does this service offer multi-user capability (e.g. teams)?
  • Chats can be transfered from one agent to another via the web interface or their command syntax.

  • Does this service offer guides, tutorials and or customer support?
  • Support offered: Live chat, email and FAQ.

FAQs:

    Does this service integrate with any other apps?
  • Integrations: Salesforce, NetSuite, Zendesk.

  • Does this service offer guides, tutorials and or customer support?
  • Support: Videos, Webinars, Phone Support, Email Support.

  • What is this service generally used for?
  • This service is generally used for remote PC diagnostic and repair.

  • Who are the main user groups of this service?
  • Users of this service are individuals, SMEs, and large companies.

  • Does this service offer multi-user capability (e.g. teams)?
  • No.

  • What are some applications this service is commonly used in tandem with?
  • It is commonly used in tandem with CRM applications.

  • Does this service offer an API?
  • Yes, it offers REST API.

  • What platforms does this service support?
  • This is a web-based service.

Publisher:

Founded:
-
Based in:
-
Employees:
-
Likes:
Followers:

Publisher:

Founded:
2008
Based in:
Boulder
Employees:
11-50
Likes:
Followers:

Publisher:

Founded:
-
Based in:
Sunnyvale
Employees:
1001-5000
Likes:
Followers:

Other:

Who uses Help Scout
  • Freelance
  • Startups
  • SMEs
  • Enterprises
Desktop Platforms:
  • Web App
  • Windows
Mobile Platforms:
  • iOS
Languages:
English
Regional Restrictions:
No restrictions.

Other:

Regional Restrictions:
No restrictions.

Other:

Who uses Support.com
  • Personal
  • Enterprises
Desktop Platforms:
  • Web App
Mobile Platforms:
  • iOS
  • Android
Languages:
English
Regional Restrictions:
No restrictions.
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