Help Scout vs Olark
Help Scout is help desk that feels like email — shared inboxes, knowledge base, and live chat without the ticket numbers, while Olark is simple live chat software with automation rules, team management, and CRM integrations. Help Scout comes in cheaper, but price alone does not tell the full story. Help Scout is built for teams that want email-like support conversations, whereas Olark targets small businesses wanting simple live chat.
| Feature | Help Scout | Olark |
|---|---|---|
| Free tier available | — | — |
| Open source | — | — |
| Automation Rules | — | ✓ |
| Beacon | ✓ | — |
| CRM Integration | — | ✓ |
| Knowledge Base | ✓ | — |
| Live Chat | — | ✓ |
| Reports | ✓ | — |
| Shared Inbox | ✓ | — |
| Transcripts | — | ✓ |
Pricing: Help Scout starts at $20/user/mo. Olark starts at $29/seat/mo. Help Scout is the more affordable option.
Feature gaps: Help Scout offers Beacon, Knowledge Base and Reports that Olark lacks. Olark brings Automation Rules, CRM Integration and Live Chat that Help Scout does not have.
Team fit: Both tools target small teams teams, so the decision hinges on features and workflow fit rather than scale.
Where each tool shines: Help Scout's biggest strengths are: includes shared inbox as a core feature, purpose-built for customer support workflows. includes knowledge base as a core feature, purpose-built for customer support workflows. Olark's biggest strengths are: includes live chat as a core feature, purpose-built for customer support workflows. includes automation rules as a core feature, purpose-built for customer support workflows.
Watch out for: With Help Scout, users commonly note that starts at $20/user/mo — on the expensive side, especially for small teams or solo users. With Olark, the main complaint is that starts at $29/seat/mo — on the expensive side, especially for small teams or solo users.
choose Help Scout if
- Your profile matches its sweet spot: teams that want email-like support conversations
- You want to save on per-user costs — Help Scout is $9.00/user/mo cheaper
- You specifically need Beacon and Knowledge Base
- You care about includes knowledge base as a core feature, purpose-built for customer support workflows
choose Olark if
- You need a tool built for small businesses wanting simple live chat
- You specifically need Automation Rules and CRM Integration
- You care about includes automation rules as a core feature, purpose-built for customer support workflows
frequently asked
What is the difference between Help Scout and Olark?
Help Scout is help desk that feels like email — shared inboxes, knowledge base, and live chat without the ticket numbers, while Olark is simple live chat software with automation rules, team management, and CRM integrations. Help Scout comes in cheaper, but price alone does not tell the full story. Help Scout is built for teams that want email-like support conversations, whereas Olark targets small businesses wanting simple live chat.
Should I use Help Scout or Olark?
Help Scout is built for teams that want email-like support conversations. Olark is built for small businesses wanting simple live chat. Pick the one that fits.
When should I choose Help Scout over Olark?
Choose Help Scout if Your profile matches its sweet spot: teams that want email-like support conversations; You want to save on per-user costs — Help Scout is $9.00/user/mo cheaper; You specifically need Beacon and Knowledge Base; You care about includes knowledge base as a core feature, purpose-built for customer support workflows.
When should I choose Olark over Help Scout?
Choose Olark if You need a tool built for small businesses wanting simple live chat; You specifically need Automation Rules and CRM Integration; You care about includes automation rules as a core feature, purpose-built for customer support workflows.
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