Reamaze vs Helpscout: Top Differences and Similarities

Overview - Reamaze and Helpscout

Before we get into comparing Reamaze and Helpscout, let’s get a bit of context for both the tools to start.

Reamaze is an incredible help desk software for ecommerce brands. It helps your team to resolve customer queries seamlessly. The live chat feature in Reamaze is well-known in the market. It combines email, social media, mobile, and chat conversations seamlessly so your customers can reach you however they want. You can seamlessly collaborate with teammates using assignments, notes, and shared views. 

Help Scout scales like any other help desk, but the customer experience feels personalized like email. It is an ideal ecommerce support tool for companies of all sizes, and specifically, companies with 11+ users but its features keep teams of any size on the same page.

Top Differences Between Reamaze and Helpscout 

Let’s get right into the major differences between both of these shared inbox tools for your Shopify store.

Ecommerce Viability

One of the major differences between Reamaze and Helpscout is their ecommerce support. 

Reamaze is a great tool for ecommerce businesses that operate their stores on Shopify, Woocommerce, and other major ecommerce platforms. Reamaze allows you to deeply integrate with these platforms and lets you modify, cancel and refund orders on the chat screen. Apart from that, you can also use the data from your ecommerce store directly into your canned responses to create more personalized messages for your customers. 

Helpscout also integrates with Shopify. But it only offers view access to the customer information and order details. You can get an instant view of the customers you’re talking to without switching over to Shopify. But modification of orders needs to be done from the Shopify dashboard.

Ecommerce Viability: Reamaze: ✅ | Help Scout: ❌

Multi-channel support

You don’t just need a shared email and live-chat inbox for the most part. You have multiple support channels like Facebook, Instagram, Twitter, and even WhatsApp. 

Reamaze integrates with all of the major support channels. Along with that, it also integrates with Shopify and pulls customer information based on the details pulled from the customer conversations. This makes the entire integration seamless and easy for your team to manage. 

Helpscout integrates with Emails, live chat, and phone calls and supports basic integration with Facebook using Zapier. That may not work well for you if a lot of your support relies on being active on social media platforms.

Multi-channel support: Reamaze: ✅ | Help Scout: ❌

System Status Updates

So much of your customer support requires notifying users about updates to your system or responding to order-related queries for customers. 

Reamaze offers a “Status Page” where you can share public updates about your systems and other operational updates. You can also display status updates on the live chat if there is a running issue that you’re working on at present. For example, if the orders are delayed due to bad weather, you can display the status update before a user can initiate a live chat. 

Helpscout does not have such a feature yet. 

System status updates: Reamaze: ✅ | Help Scout: ❌

Live Chat

Many store owners prefer to have a live chat on their website to either collect leads, quickly answer questions, or simply because it’s an added support channel for customers. 

Reamaze offers a highly customizable, built-in live chat feature that you can add to your websites. All the customizations and automation can be performed from the same Reamaze dashboard. 

Helpscout offers a basic live-chat widget with 3 different view modes. Visitors can either see the self-serve widget, both self-serve and contact options, or only contact options. While the amount of customizability and automation is quite limited, Help Scout does a great job as a live chat tool.

Live Chat: Reamaze: ❌ | Help Scout: ✅

Multiple Store Support

If you own more than one ecommerce store, switching between the support channels for each of the stores is inefficient. 

Reamaze solves this problem by allowing you to integrate multiple stores and the support channels for each store or website on the same dashboard separated by store name. It also allows you to create separate automation for each store by adding conditions on where a message arrives. 

Helpscout lets you create multiple Shopify stores to pull data from, but since you can only connect stores and not separate all the support channels, having all the support channels on a single Helpscout account may not be as useful. 

Multi-store support: Reamaze: ✅ | Help Scout: ❌

Integrations

Every company relies on a different toolset for its business needs. And it does not make sense to complicate the help desk by adding in-built support for all the tools. 

So, a majority of the companies take the integration route. 

Reamaze integrates with a host of business tools. The integrations with Reamaze are much higher than Helpscout. So you may have way more options to work with when using this tool. You can check the integrations for Reamaze here.

Helpscout has very limited integrations available. If you only use some of the majorly know enterprise tools, the integrations offered by Helpscout may be enough for you. You can check the list of integrations for Helpscout here.

Integrations: Reamaze: ✅ | Help Scout: ❌

Pricing

The price of the tool should fit your budget and requirements. Buying in on an overpriced tool will only eat away at your ROI. 

Reamaze comes with five plans where the lowest one starts at $29/user/month. The fun fact here is that Reamaze also got a Startup plan at flat $59/month that offers all the features from its Basic plan but limits active conversations to 500 per month. 

Help Scout comes with three plans. The lowest one starts at $25/month/user that provides 3 mailboxes and 1 doc site (i.e., knowledgebase). 

If you’re looking for a tool with tight integration with Shopify, you need a tool like Reamaze or DelightChat. 

Pricing: Reamaze: ❌| Help Scout:  ✅

Top Similarities Between Reamaze and Helpscout

With the differences out of the way, let’s see what makes both Reamaze and Helpscout similar.

Shared Inbox

Since we’re comparing shared inbox tools, this becomes a necessary feature. Both Reamaze and Helpscout have shared inbox capabilities that allow your entire team to work together on the same platform. 

You can get individual logins for each of your team members. Team members can mention others with tags and get them to work on a case without using WhatsApp or Slack for sharing details about the conversation. 

Automation

Automation is the name of the game. You cannot expect to work on customer support if you need an agent to answer every query that comes in. 

Reamaze offers advanced automation capabilities that allow you to answer customer queries by identifying keywords, automatically assign tickets as required, add tags to customer queries based on the identified intent of the query, and much more. 

Helpscout also offers conditional automation as Reamaze does. You can automatically respond to queries with keywords or even assign tickets. But since the number of integrations with Help Scout is lesser in number, the automation features may not be as useful for those working on a lot of different support channels.

Mobile Apps

One of the most important features of a shared inbox tool is support on the go.

Reamaze and Helpscout make it happen with decent mobile apps that offer all the functionality that your team members would need to respond to customers without missing queries. 

Satisfaction Ratings

Tracking the average customer satisfaction across helps your team stay up to the mark in customer support. With Reamaze and Helpscout, you can create automated customer satisfaction surveys that are tracked in the back-end. 

These will help you ensure that your team always provides the best service to all your customers every time. 

Agent Collision Detection

An issue that commonly arises with shared inbox tools is that multiple agents may end up replying to a customer accidentally. 

This is solved with the help of agent collision detection features. Both Reamaze and Help scout display indicators to ensure that another agent knows if someone is working on a ticket. 

Conversation Tags

Queries need to be organized properly for a better understanding of the volumes. Conversation tags allow you to check what type of queries come in and help you find ways to simplify or streamline your workflows. 

Reamaze and Helpscout have conversation tags that you can use to categorize all the conversations easily. 

Knowledge base

Having a knowledge base built into your customer support tool can be a great way to empower your customers to serve their queries without an agent. This also builds trust within your company as it makes the customer feel “understood”.

Reamaze and Helpscout have their variants of internal and external knowledge base systems. You can create FAQs for your customers and agents, or agents only while publishing the knowledge base article. 

Customer Reviews

Real customer reviews for Reamaze

The good:

“Wow! Tightest integration with Shopify I've seen yet. Over the years, we went from Helpscout to Zendesk to HelpScout and now this app. Every function and detail is so thoroughly thought through, and support is responsive. We're done looking for the perfect help desk software for our small business; we found it. Thanks!” - Sound Sandbox

“I just started using the app, and it was straightforward to set up. I had a few questions, and customer service was quick and helpful. Overall excellent.” - PEP Cosmetics

The bad:

“There is no real onboarding or help with training on the platform other than a bunch of reading and some short videos.” - Pepper + Vetiver

“The search function leaves a lot to be desired, does not seem to like putting in a partial query, only will find an item when the EXACT term is used.” - Robbie H.

Real customer reviews for Helpscout

The good:

“The interface/UX. Helpscout is extremely easy to learn and use. Getting ramped up on Helpscout takes very little time and it is easy to train new team members on it.” - Leigh Malamphy

“Their Happiness Report allows us to easily measure how satisfied people are with our level of support and makes it easy and natural to follow up with those who leave feedback.” - Kaitlin Rawley

The bad:

“This is not a typical customer support ticket management application and some of the functionality, when it comes to escalating a ticket is very limited” - Arie S

“Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.” - Santiago Valdés

FAQs

If I just started my ecommerce store, should I go with Reamaze or Helpscout?

Both Helpscout and Reamaze are equipped with all the features to help you manage your store’s customer service. However, if the cost is a constraint, you can start with the Helpscout free plan or pick up the basic plan which can dramatically reduce your costs.

Alternatively, you can take advantage of DelightChat, an ecommerce helpdesk solution built for SME ecommerce & DTC brands. 

Is it difficult to set up Reamaze or Helpscout for your business?

Being self-serve tools, you would not require any help to get them integrated into your customer support workflow. However, if you do need assistance, the support team can offer you advice. You can also refer to their setup documentation on the websites.

I need a live chat for my site. Which one should I go for?

Although both Reamaze and Helpscout allow you to add a live chat, we recommend going with Reamaze because its live chat is highly customizable. The personalized, self-serve Help Center allows a customer to return items, reschedule the delivery, or cancel an order without the usual hassle.

How much does Reamaze cost?

Reamaze comes with five plans where the lowest one starts at $29/user/month. The fun fact here is that Reamaze also got a Startup plan that offers all the features from its Basic plan but limits active conversations to 500 per month. 

How much does Helpscout cost?

Helpscout costs $19/agent/month for the added automation capabilities. However, if you’re just starting, you can use the free tier until you decide to upgrade.

Considering better & more affordable options?

As Shopify store owners, customer support takes hours of your time. And you don’t want something to add to your busy schedule.

Now, Reamaze and Help Scout are great choices. But Reamaze is a better fit for those who need deep integration with Shopify. Help Scout is perfect for those who just need a live chat and email support tool.

DelightChat solves both the problems and more:

• The interface is designed to be familiar so you can use DelightChat without any training whatsoever. Once all your support channels are integrated, you’ll feel right at home!
• Integration is easy. And, we offer a 1:1 concierge setup with any plan that you choose. 
• Deep integration with Shopify lets you pull order details directly from Shopify. Your agents spend less time finding orders and more time solving the query!
• DelightChat is extremely affordable compared to any solution out there. Starting at just $100/month for 2000 monthly unique conversations, you get unlimited team members, unlimited stores, and unlimited support channels included in the plan! 

There are a lot more features in place and pricing. Hope this guide helps you make an informed decision. 

Hope this guide helps you make an informed decision. If you have any questions, feel free to drop us a line here.

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