Help Scout vs Re:amaze
Help Scout and Re:amaze, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
Last updated:
Compare a different pair
vs
Help Scout
The most intuitive customer support platform.
Best for SMB and mid-market across SaaS, ecommerce, education, and healthcare.
2011 · Boston, MA (fully remote).
Re:amaze
Unified helpdesk, live chat, and AI for ecommerce.
Best for Ecommerce merchants (Shopify, BigCommerce, WooCommerce) and SMB online businesses.
2012 · San Jose, California.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- Help ScoutPer seat monthly; AI Answers billed separately per resolution.
- Re:amazePer agent/mo (Basic, Pro, Plus) plus flat Starter tier (unlimited agents, conversation cap).
- Free plan
- Help ScoutYes. Up to 5 users, 1 inbox, 1 Docs site.
- Re:amazeNo
- Free trial / guarantee
- Help Scout15-day (Standard and Plus); 3-month unlimited AI Answers for new accounts.
- Re:amaze14 days (all Plus features, no card).
- Price
- Help ScoutStandard $25/user/mo (monthly); about $21 annual. · Plus $45/user/mo; about $38 annual. · Pro $75/user/mo; about $63 annual.
- Re:amaze$29/agent/mo (Basic, monthly); $26.10 annual. · $49/agent/mo (Pro); $44.10 annual. · $69/agent/mo (Plus); $62.10 annual; Enterprise custom.
- Seat minimum
- Help ScoutPro: 10 users minimum; others none beyond Free's 5.
- Re:amazeNone. Pay per agent.
- Unlimited agents
- Help ScoutYes. Pro (10-seat minimum).
- Re:amazeYes. Starter $59/mo flat, capped at 500 responded conversations/mo.
- Implementation fee
- Help ScoutNot disclosed; onboarding specialist is a paid add-on; Pro incl. account manager.
- Re:amazeNone listed.
- Transparency
- Help ScoutHigh. All prices public.
- Re:amazeHigh. Prices public.
- Pricing last verified
- Help Scout2026-06-02
- Re:amaze2026-06-02
Channels
Where each tool can talk to customers.
- Help ScoutNative
- Re:amazeNative
- Live chat
- Help ScoutNative (Beacon)
- Re:amazeNative
- In-app messenger
- Help ScoutNative (Beacon iOS and Android SDK)
- Re:amazeNative (Embed SDK; iOS/Android Mobile SDK).
- Voice
- Help ScoutVia integration (Aircall, CloudTalk, JustCall, Talkdesk, Ringover)
- Re:amazeVoIP listed as a channel; also via Aircall, JustCall, RingCentral.
- SMS
- Help ScoutVia integration (Aircall)
- Re:amazeNative (Mobile SMS core channel).
- Help ScoutNative (added Mar 2026; Plus and Pro)
- Re:amazeVia integration (Twilio WhatsApp Business API).
- Social
- Help ScoutNative (Instagram confirmed; others implied)
- Re:amazeNative. FB/Messenger, Instagram; X via custom app.
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- Help ScoutVia integration only. No native telephony.
- Re:amazeVoIP and video listed as native; also offered via Aircall, JustCall, RingCentral.
- Voice AI / transcription
- Help ScoutNot offered natively (depends on partner).
- Re:amazeNot disclosed.
- Telephony billed separately
- Help ScoutYes. Billed by the integration partner.
- Re:amazeNot disclosed.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- Help ScoutYes. AI Answers resolves in Beacon and escalates to a human.
- Re:amazeYes. AI Agent (Beta), 24/7, trained on KB articles.(claimed)source
- Copilot / Assist mode
- Help ScoutYes. AI Assist (tone, grammar, translate), AI Drafts, and AI Summarize.
- Re:amazeYes. Pre-drafts replies, summarization, sentiment, FAQ suggestions, AI article generation.(claimed)source
- Claimed automation rate
- Help Scout73.19% average resolution with AI Answers.(claimed)source
- Re:amazeNot disclosed.
- AI channel coverage
- Help ScoutBeacon (web and mobile chat); AI Drafts and Assist in email, chat, and Docs.
- Re:amazeEmail, live chat, social, SMS, VoIP within unified inbox.(claimed)source
- Agentic actions (API) vs answer-only
- Help ScoutAnswer and resolution only. No external API actions.
- Re:amazeAgents manage Shopify orders in the UI; autonomous AI actions not documented.
- Knowledge sources
- Help ScoutDocs sites, public URLs, PDF, Word, Excel, Google Docs and Sheets, and Improvements snippets.
- Re:amazeKB articles (instant updates), customer profile data, conversation history.(claimed)source
- Underlying model
- Help ScoutOpenAI API (version undisclosed); does not train its own model.
- Re:amazeNot disclosed.
- Trains on past tickets
- Help ScoutNo. Never uses your data to train models.
- Re:amazeNot stated; summarization implies some contextual use.
- Pre-deploy simulation / sandbox
- Help ScoutYes. Run AI Answers through any scenario.(claimed)source
- Re:amazeNot disclosed.
- Multilingual
- Help ScoutYes. AI Answers in 50+ languages; AI Assist translates 13.
- Re:amazeNot disclosed.
- Runs on your existing helpdesk vs native-only
- Help ScoutNative only.
- Re:amazeNative only.
- AI pricing model
- Help ScoutPay-per-resolution add-on ($0.75); Assist, Drafts, and Summarize on Plus and Pro; 3-month free trial.
- Re:amazeResolution-based quota per plan; overage $0.85/resolution.
- AI unit price
- Help Scout$0.75 per AI resolution; prepay for up to 33% savings.
- Re:amaze$0.85/resolution over quota (Basic 20/user, Pro 50, Plus 100).
- Copilot / Assist price
- Help ScoutIncluded on Plus and Pro (not Standard or Free).
- Re:amazeBundled into paid plans, no separate price.
How Open.cx compares
Open.cx runs on top of Help Scout or Re:amazeas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- Help ScoutSOC 2 Type 2.
- Re:amazeNot disclosed.
- GDPR
- Help ScoutYes. EU and UK GDPR, Swiss FADP; DPA; DPF participant.
- Re:amazeYes. DPA by default; SCCs; GoDaddy EU notices.
- HIPAA / PCI
- Help ScoutYes. Pro plan; BAA required.
- Re:amazeNot disclosed.
- SSO / SAML
- Help ScoutYes. SAML SSO (Pro).
- Re:amazeYes. SAML/SSO (Okta, OneLogin, Azure AD, Google).
- Data residency
- Help ScoutNo. AWS US only; no EU or regional hosting.
- Re:amazeNot disclosed.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Help Scout100+ apps.
- Re:amaze50+ integrations (exact count not published).(claimed)source
- Shopify depth
- Help ScoutNative. Order status, refunds, and order management in the inbox; Shopify App Store.
- Re:amazeDeep. Dedicated Shopify app; view, manage, modify, create orders in helpdesk; AI order bot; 4.4/5, 175 reviews.
- Open / public API
- Help ScoutYes. Inbox API, Docs API, Chat API, and Webhooks.
- Re:amazeYes. RESTful JSON API.
- Developer SDK / MCP
- Help ScoutCustom Apps framework; Beacon iOS and Android SDK; no server-side SDK.
- Re:amazeYes. Embed SDK, Mobile SDK (iOS/Android, open-source), Custom Module SDK.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- Help ScoutYes. If/then workflow builder.
- Re:amazeYes. Trigger-based builder with AND/OR logic.
- Triggers / automations
- Help ScoutYes. Condition-triggered workflows (run once per conversation).
- Re:amazeYes. Triggers by channel, content, attributes; automated messaging (Cues).
- Routing
- Help ScoutYes. Auto-assign via workflow rules.
- Re:amazeYes. Smart Assign round-robin; department routing.(3rd-party)source
- Macros / canned responses
- Help ScoutYes. Saved Replies.
- Re:amazeYes. Macros plus Quick Answers templates.
- SLA management
- Help ScoutYes. 1 policy on Standard, 2 on Plus, unlimited on Pro; NRT tracking.
- Re:amazeYes. SLA expiration triggers; reminders.
Collaboration
How support teams work a queue together.
- Internal notes
- Help ScoutYes. @Mentions.
- Re:amazeYes. Staff-only, @mentions.
- Collision detection
- Help ScoutYes. Built in on all plans (yellow and red indicators).
- Re:amazeYes. Holds reply if two agents respond within a 5-min window.
- Side conversations
- Help ScoutNot offered (notes and splits instead).
- Re:amazeYes. Private replies/forwarding to third parties.
- Shared inbox
- Help ScoutYes. Core product.
- Re:amazeYes. Unified shared inbox.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- Help ScoutYes. Docs; 1 site on Free and Standard, extra at $20/mo.
- Re:amazeYes. Customizable branded FAQ/help center.
- Help center
- Help ScoutYes. Docs, embeddable in Beacon.
- Re:amazeYes. Embeddable/self-hosted on custom domain or in chat widget.
- Community forum
- Help ScoutNot offered.
- Re:amazeNot offered.
- AI answers from knowledge base
- Help ScoutYes. AI Answers from Docs; tracks search gaps.
- Re:amazeYes. KB trains AI Agent/chatbots; AI FAQ Bot; article drafts.(claimed)source
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- Help ScoutYes. 7 built-in reports.
- Re:amazeYes. Live dashboard (volume, response times, browsing, geo).(claimed)source
- Custom reports
- Help ScoutNo. Not native; raw data via Inbox API.
- Re:amazeBuilt-in reporting; custom-build unclear.
- Included in lowest tier
- Help ScoutReporting on all paid plans, including Standard.
- Re:amazeBasic plan: basic reporting; advanced in Pro and up.
- CSAT surveys
- Help ScoutYes. Happiness report (post-conversation surveys).
- Re:amazeYes. Automated satisfaction surveys.(claimed)source
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- Help ScoutSelf-serve; onboarding specialist (paid add-on); Pro incl. dedicated onboarding.
- Re:amazeSelf-serve (14-day trial); partner training; enterprise white-glove.
- Support channels
- Help ScoutEmail on all paid plans (priority); no customer phone support.
- Re:amazeEmail ([email protected]); in-platform live chat; KB.
- Dedicated CSM
- Help ScoutStrategic account manager on Pro.
- Re:amazeDedicated CSM at Platinum partner tier; not standard for customer tiers.
- Implementation partners
- Help ScoutNot disclosed. No partner directory.
- Re:amazeYes. Silver/Gold/Platinum partner program.