Help Scout vs LiveChat: Which Customer Support Tool Is Better in 2026?
Help Scout
From $20LiveChat
From $20Quick verdict
Overall pick: Tie
Choose Help Scout if your team handles support primarily through email-style conversations and needs a self-service knowledge base, since it includes a knowledge base and shared inbox but no SLA-based ticketing. Choose LiveChat if your priority is live chat on a high-traffic website with SLA-based ticketing, since it includes ticketing but no knowledge base. Both start at $20 per seat with no free plan, so the decision hinges on ticketing versus knowledge base rather than price.
- Both start at $20 on their entry paid plan.
- Only Help Scout offers: self-service help center / faq.
- Only LiveChat offers: sla-based ticketing system.
Cost calculator
| Tool | Monthly | Yearly |
|---|---|---|
| Help Scout · per user | $100.00 | $1200 |
| LiveChat · per user | $100.00 | $1200 |
Based on entry-level paid plans. Prices change, so check the vendor before you buy.
Which one should you choose?
| If you need… | Pick | Why |
|---|---|---|
| Team needs a self-service help center alongside support conversations | Help Scout | Help Scout includes a knowledge base, while LiveChat does not. |
| Team needs SLA-based ticketing for structured request handling | LiveChat | LiveChat includes a ticketing system, while Help Scout does not. |
| Remote company wanting personal email-style support | Help Scout | Help Scout is positioned for remote companies and personal email-style support with a shared inbox. |
| High-traffic website needing fast live chat for sales and support | LiveChat | LiveChat is positioned for sales and support teams on high-traffic websites with live chat. |
| Buyer comparing entry cost per seat | Tie | Both start at $20 per seat with no free plan. |
Feature comparison: Help Scout vs LiveChat
| Feature | ||
|---|---|---|
| Free plan | ❌ | ❌ |
| Starting price | $20 /user/mo | $20 /user/mo |
| Real-time live chat widget | ✅ | ✅ |
| AI agent / automated chatbot resolution | ✅ | ✅ |
| Omnichannel shared team inbox | ✅ | ✅ |
| SLA-based ticketing system | — | ✅ |
| Self-service help center / FAQ | ✅ | — |
| Built-in voice telephony & call center | — | — |
| Full customer timeline & context | ✅ | ✅ |
| Public REST API & webhooks | ✅ | ✅ |
Highlighted rows are where the tools differ.
Pros and cons
Help Scout
- Includes a knowledge base for self-service support
- Shared inbox supports email-style, human-centered conversations
- Includes AI bot, live chat, customer history, and API
- Positioned for remote companies
- No SLA-based ticketing system
- No built-in voice telephony
- No free plan; priced per seat from $20
LiveChat
- Includes SLA-based ticketing
- Includes live chat, AI bot, shared inbox, customer history, and API
- Positioned for sales and support teams on high-traffic websites
- Longer operating history, founded in 2002
- No knowledge base for self-service help content
- No built-in voice telephony
- No free plan; priced per seat from $20
Which tool would you pick for your stack?
Cast your vote to see real-time peer recommendations from other software buyers.
At a glance
Human-centered shared inbox and knowledge base without ticket numbers.
Founded 2011 · From $20 · 6/8 tracked features
Best for: remote companies, personal email-style support
See Help Scout alternatives →Fast, reliable live chat software with sales and support tools.
Founded 2002 · From $20 · 6/8 tracked features
Best for: sales & support teams, high-traffic websites
See LiveChat alternatives →FAQ
Is Help Scout cheaper than LiveChat?
No. Both start at $20 per seat, and neither offers a free plan.
Does Help Scout have SLA-based ticketing?
No. Help Scout does not include a ticketing system, while LiveChat does.
Does LiveChat include a knowledge base?
No. LiveChat does not include a knowledge base, while Help Scout does.
Do both tools offer live chat and AI bots?
Yes. Both include a real-time live chat widget and AI agent or automated chatbot resolution.
Do either of these tools include built-in voice telephony?
No. Neither Help Scout nor LiveChat includes built-in voice telephony or call center features.
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Data last reviewed: pending verification. All Customer Support tools →