We compare Help Scout’s cost-effective, email-focused support with Front’s comprehensive multi-channel communication platform to help you find the right software for your needs.

Quick takeaways

Help Scout is all about efficient email-based support, featuring a solid knowledge base tool and handy widgets that you can easily embed. On the other hand, Front combines the ease of email with the power of a help desk, bringing multiple communication channels together into one nifty inbox.

Help Scout: Perfect for businesses that focus on email support, need a straightforward ticketing system, and are budget conscious. It’s a great choice for small to medium-sized teams looking to build a strong knowledge base.
Front: Ideal for those who need a comprehensive multichannel communication platform with advanced features for real-time collaboration. It suits larger teams and businesses with a wide range of communication channels and a strong need for third-party tool integration.

Good advice gets personal! For tailored software advice on which customer service software providers best meet your needs, be sure to check out the Archways Guide.

Key Features of Help Scout and Front

Help Scout

Founded back in 2011, Help Scout simplifies customer support processes through a user-friendly and efficient platform targeted primarily at small to medium-sized businesses.

Email Support: Turn customer queries into trackable tickets for smooth management.
Knowledge Base: Create helpful articles so customers can find answers on their own, cutting down on repetitive questions.
Embedded Widget: Pop it into your website or app to give customers direct access to support.
Collaboration Tools: Use internal notes and tags to keep team communication seamless and avoid overlap.
Reporting and Analytics: Get detailed insights into how your support is performing.
Customer Profiles: See complete profiles of your customers to offer personalized support.
Workflow Automation: Automate routine tasks like ticket assignments to boost efficiency.

Front

Launched in 2013, Front integrates various communication channels into one platform, making it perfect for larger teams.

Unified Inbox: Manage emails, SMS, social media, and more in one place for smooth communication.
Automated Workflows: Set up rules to route inquiries, escalate issues, and send personalized responses.
Real-Time Collaboration: Collaborate directly within emails using comments and mentions to cut down on internal back-and-forth.
Customer Profiles: Access all past interactions to deliver informed support.
Reporting and Analytics: Dive into detailed metrics to measure performance and satisfaction.
App Integrations: Link up with loads of third-party apps for more flexibility.
Task Management: Create tasks, set reminders, and organize workloads within the platform.

Comparison of Features

Feature	Help Scout	Front
Key Features	Email-based support knowledge Base	Unified Inbox multi-channel support
Collaboration Tools	Internal notes tagging	Real Time collaboration comments
Customer Profiles	Detailed customer profiles	Shared context previous interactions
Workflow Automation	Ticket assignments follow ups	Routing inquiries personalised responses
Integrations	Limited third party integrations	Extensive third party app support
Task Management	Not available	Builtin task management
Pricing Comparison	More affordable especially for small teams	Higher pricing suitable for larger teams
User Experience and Interface	Simple and intuitive interface	Complex but powerful interface
Integration and Compatibility	Limited compatibility	Broad integration capabilities
Customer Support and Resources	Strong focus on email support	Comprehensive multi channel support

Ideal Use Cases

Help Scout

Help Scout shines when email is king. It’s great for:

Email-Centric Support: If email is your main customer touchpoint, Help Scout’s features are just what you need.
Small to Medium Teams: For those who want an effective ticketing system without the bells and whistles of multichannel support.
Knowledge Base Focus: Perfect for businesses that emphasize self-service.
Budget-Friendly Options: If you’re after solid support features without breaking the bank, Help Scout is a strong contender.

Front

Front is designed for businesses that manage customer interactions across multiple channels and require advanced collaboration. It is best suited for:

Multi-Channel Needs: If you’re juggling emails, SMS, social media, and more, Front’s unified inbox is your friend.
Larger Teams: Real-time collaboration and task management make it perfect for bigger teams.
Heavy Integration Use: For businesses that rely on many third-party apps.
Advanced Collaboration: If you need in-depth features to manage complex interactions, Front’s got you covered.

Strengths and Considerations

Help Scout

Strengths:

Easy to Use: Simple interface, especially for email support.
Knowledge Base: Great for self-service and reducing support queries.
Efficient Email Management: Streamlines email ticketing for quick responses.

Considerations:

Limited Channels: Primarily focused on email.
Basic Collaboration: Doesn’t have the real-time features of platforms like Front.
Fewer Integrations: May limit flexibility for some businesses.

Front

Strengths:

Unified Communication: Handles multiple channels like a pro.
Advanced Collaboration: Boosts team efficiency with real-time features.
Extensive Integrations: Works well with many third-party apps.
Task Management: Keeps teams organized with built-in tools.

Considerations:

Learning Curve: The wide range of features might take time to master.
Higher Pricing: Could be pricey for smaller teams.
Potential Distractions: Managing multiple channels requires focus.

Quick Intro Videos

Help Scout

Front

Pricing and Packaging Comparison

Help Scout offers lower pricing for teams focusing on email based support, whereas Front provides advanced features suitable for multichannel communication, reflected in its higher pricing tiers. Detailed company pricing pages can be found for Front here and Help Scout here. Here’s an overview of the packages offered and a side-by-side comparison of what’s included in each -

Key Company Info

Support teams rely on great support from their vendors. Here’s some key information of both providers -

Help Scout was founded in 2011 by Nick Francis, Jared McDaniel, and Denny Swindle in Boston, MA. The company was created to offer a customer service platform focused on customer experience and ease of use, specifically catering to small and medium-sized businesses. With a workforce of 200-250 employees and a 5% growth rate over the past year, Help Scout serves notable customers like Basecamp, Grammarly, Buffer, Trello, Litmus.

Front was established in 2014 by Mathilde Collin and Laurent Perrin in San Francisco, CA. Their mission was to reinvent email for teams by improving collaboration and transparency, addressing the chaotic nature of team communications. Front has grown to 400-450 employees, experiencing a 17% growth rate over the last year. Its impressive client list includes Shopify, Dropbox, Mailchimp, Stripe, Airbnb.

Conclusion

Both Help Scout and Front offer unique strengths as customer support solutions, catering to different business needs and sizes. Help Scout excels with its simple email focused interface, robust knowledge base, and cost effective pricing, making it a great fit for smaller teams or businesses centred around email communication. On the other hand, Front's notable strengths lie in its multichannel capabilities, advanced real-time collaboration, extensive integrations, and task management features, positioning it as an ideal choice for larger teams with diverse communication needs.

For more tailored, independent advice on what software best meets your needs, checkout our Archways Guide.