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Help Scout vs Certainly Comparison

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Overview

Category Leaders

Help Scout is customer service & help desk software for companies of all sizes. Users can work seamlessly across departments,...

The Certainly Platform is easy to use and not require any coding; our bots are multi-lingual and multi-channel. The Platform...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$

10

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from

500

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

122

40

4

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

4.3

5

4

3

2

1

6

4

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.
In my 20 years I've never come across such an elegant solution as Help Scout. Everything works good, looks good.
Its ease of use, great search with keywords in the help guide area of clients. The ticketing system is great and integrates with Infusinsoft and Trello so we can transfer information between teams.

Pros

The support I received during the setup is amazing. They are very proactive and fast in replying.
Im teaching, and we have great pleasure in making our students build different solutions for different industries, in order how to learn to build a chatbot, and to learn about the industries.
Whenever I hit a snag, their team is super fast to respond & they go above and beyond in explaining best practices & often proposing clever solutions to what I'm trying to achieve.

Cons

Due to the automated change of tickets after leaving notes or replying on some of them, I ended up replying or closing the wrong ones, and in a delicate work, this was frustrating.
The only real problem I've had is that the attachment system gets stuck whenever I try to upload by dragging files into the window.
Email management is no longer a source of frustration.

Cons

Some templates were confusing to set up though which caused some frustration. I'd imagine this would not be a problem for teams implementing the bot with programmer resources available.
The lack of Analytics data. The confusing setup when the bot is large.
The platform can get "confused" over keywords and global connections, and this can result in some strange replies from the bot.
  • Vendor responds to reviews
  • Last review2 months ago
  • Vendor responds to reviews
  • Last reviewa year ago

Key features

  • Total features86
  • @mentions
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Alerts / Escalation
  • Alerts/Notifications
  • Archiving & Retention
  • Auto-Responders
  • Automated Routing
  • Automatic Lead Distribution
  • Bulk Send
  • CRM
  • Call Center Management
  • Call Recording
  • Call Tracking
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Code-free Development
  • Collaboration Tools
  • Configurable Workflow
  • Content Management
  • Contextual Guidance
  • Conversion Tracking
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Templates
  • Data Import/Export
  • Desktop Notifications
  • Document Management
  • Document Storage
  • Email Distribution
  • Email Management
  • Email Monitoring
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • For Developers
  • For Sales Teams/Organizations
  • Full Text Search
  • HIPAA Compliant
  • Help Desk Management
  • Historical Reporting
  • IVR / Voice Recognition
  • Inbox Management
  • Intent Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Lead Distribution
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Mobile Alerts
  • Multi-Channel Communication
  • Multi-Department/Project
  • Multi-Language
  • Multiple User Accounts
  • Natural Language Processing
  • Natural Language Search
  • PCI Compliance
  • Performance Management
  • Performance Metrics
  • Pre-Configured Bot
  • Prioritization
  • Proactive Chat
  • Process/Workflow Automation
  • Productivity Analysis
  • Purchasing & Receiving
  • Push Notifications
  • Queue Management
  • Ratings / Reviews
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Response Management
  • Routing
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Signature Management
  • Social Advertising
  • Social Media Integration
  • Social Media Monitoring
  • Spam Blocker
  • Speech Recognition
  • Speech-to-Text Analysis
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Two-Factor Authentication
  • Voice Mail
  • Website Management
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management
  • Total features59
  • @mentions
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Alerts / Escalation
  • Alerts/Notifications
  • Archiving & Retention
  • Auto-Responders
  • Automated Routing
  • Automatic Lead Distribution
  • Bulk Send
  • CRM
  • Call Center Management
  • Call Recording
  • Call Tracking
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Code-free Development
  • Collaboration Tools
  • Configurable Workflow
  • Content Management
  • Contextual Guidance
  • Conversion Tracking
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Templates
  • Data Import/Export
  • Desktop Notifications
  • Document Management
  • Document Storage
  • Email Distribution
  • Email Management
  • Email Monitoring
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • For Developers
  • For Sales Teams/Organizations
  • Full Text Search
  • HIPAA Compliant
  • Help Desk Management
  • Historical Reporting
  • IVR / Voice Recognition
  • Inbox Management
  • Intent Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Lead Distribution
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Mobile Alerts
  • Multi-Channel Communication
  • Multi-Department/Project
  • Multi-Language
  • Multiple User Accounts
  • Natural Language Processing
  • Natural Language Search
  • PCI Compliance
  • Performance Management
  • Performance Metrics
  • Pre-Configured Bot
  • Prioritization
  • Proactive Chat
  • Process/Workflow Automation
  • Productivity Analysis
  • Purchasing & Receiving
  • Push Notifications
  • Queue Management
  • Ratings / Reviews
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Response Management
  • Routing
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Signature Management
  • Social Advertising
  • Social Media Integration
  • Social Media Monitoring
  • Spam Blocker
  • Speech Recognition
  • Speech-to-Text Analysis
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Two-Factor Authentication
  • Voice Mail
  • Website Management
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management

Integrations

  • Total integrations136
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations23
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

Help Scout vs. Certainly

See how Help Scout and Certainly stack up against each other by comparing features, pricing, ratings, integrations, security & more.