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Help Scout vs Olark

Detailed side-by-side comparison

Help Scout

Help Scout

From $20/mo

Help Scout is a comprehensive email-based customer support platform that combines shared inbox, knowledge base, and live chat capabilities into one intuitive system. It's designed for growing businesses that want to deliver high-quality customer service without the complexity of traditional enterprise help desk software.

Visit Help Scout
Olark

Olark

From $29/mo

Olark is a focused live chat solution that enables businesses to engage with website visitors in real-time. It's built for small to medium-sized businesses seeking a straightforward way to improve customer engagement and boost sales conversions through website chat.

Visit Olark

Feature Comparison

FeatureHelp ScoutOlark
Primary Communication ChannelEmail-first platform with shared inbox as the core feature, plus live chat as an add-onLive chat-first platform focused exclusively on real-time website visitor engagement
Knowledge Base & Self-ServiceBuilt-in knowledge base builder with SEO optimization and help center creation toolsNo native knowledge base; relies on integrations with external documentation tools
Automation CapabilitiesWorkflow automation, saved replies, and intelligent routing for email conversationsAutomated chat triggers and basic chatbot functionality, but limited compared to competitors
Customer Context & HistoryComprehensive customer profiles with full conversation history across all channelsDetailed chat transcripts with searchable history, but limited to chat interactions only
Team CollaborationStrong collaboration features including notes, assignments, and @mentions within shared inboxTeam management with chat routing and assignment, but focused on real-time chat distribution
Integration EcosystemSolid integrations with major CRMs and business tools, focused on email workflow enhancementStrong integration ecosystem with popular CRM and helpdesk platforms to extend functionality

Pricing Comparison

Help Scout starts at $20/month while Olark starts at $29/month, making Help Scout more affordable at entry level. However, both can become expensive as teams grow, with Help Scout offering broader functionality across multiple support channels for its price point.

Verdict

Choose Help Scout if...

Choose Help Scout if you need a complete customer support solution that handles email, knowledge base, and live chat in one platform, especially if email is your primary support channel. It's ideal for teams that prioritize relationship-building and want customers to access self-service resources alongside personalized support.

Choose Olark if...

Choose Olark if your primary goal is real-time website engagement through live chat and you already have other tools handling email support and documentation. It's best for businesses focused on sales conversions and immediate customer engagement at the point of browsing, particularly if you need quick implementation and simple chat functionality.

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Customer Support

Pros & Cons

Help Scout

Pros

  • + Intuitive email-like interface that requires minimal training
  • + Excellent for small to medium-sized teams focused on quality support
  • + Strong knowledge base features with SEO optimization
  • + Clean, distraction-free design that keeps focus on customers

Cons

  • - Can become expensive as team size grows
  • - Limited advanced features compared to enterprise help desk solutions
  • - No native phone support functionality built-in

Olark

Pros

  • + Simple setup with quick implementation
  • + User-friendly interface for agents and visitors
  • + Strong integration ecosystem with popular tools
  • + Searchable chat transcripts for quality assurance

Cons

  • - Limited advanced automation compared to competitors
  • - Pricing can become expensive as team grows
  • - Mobile app functionality is basic