Tawk and Help Scout both offer AI customer support platforms aimed at deflecting support tickets, but they cater to different market segments with distinct features and pricing models. Tawk's AI customer support is priced at $20 per 1,000 tickets or chats, making it a cost-effective solution for businesses of varying sizes. It provides different usage tiers, including Hobby (100 messages/month), Growth (1,000 messages/month), and Enterprise (20,000 messages/month). Key features of Tawk include human handover capabilities, analytics and insights, and email lead capture, though it lacks an AI email assistant.
In contrast, Help Scout's AI customer support is significantly more expensive at $765 per 1,000 tickets or chats, but it offers unlimited usage across its Standard, Plus, and Pro tiers. Help Scout does not provide human handover or analytics and insights, which may limit its appeal to businesses that require these functionalities. However, like Tawk, it includes email lead capture but does not feature an AI email assistant. This pricing and feature disparity positions Tawk as a more budget-friendly option with essential analytics, while Help Scout targets businesses that need unlimited usage and are less concerned with advanced AI features.
| Feature | Tawk | Help Scout | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | No | Yes |
| Offers AI Features for Support Agents? | No | No | Yes |
| AI Price Per 1,000 tickets/chats | $20 | $765 | $99 |
| Usage Tiers | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo | Standard - no usage limit Plus - no usage limit Pro - no usage limit | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | No | Yes |
| Conversation Analytics/Insights | Yes | No | Yes |
| AI Email Assistant | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Tawk pricing page | Help Scout pricing page | My AskAI pricing page |
| Content Limits | Based on features | Standard - no content limit Plus - no content limit Pro - no content limit | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Not provided | Not provided | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | Yes | No |
| Chatbot Flow Builder | Yes | No | No |
| Integrations (Content/Knowledge) | Your website Shortcuts Documents Knowledge Base Plain text | Not provided | Websites Files (PDF, Docx, txt, CSV, pptx, mp3, mp4 (audio), xlsx) Google Drive Notion Confluence SharePoint Gitbook OneDrive Dropbox Zendesk Intercom Salesforce |
| Integrations (End Users) | Tawk marketplace / app store | Shopify Weebly Squarespace Wix Webflow | Website Zendesk (app) Intercom (app) HubSpot (app) Slack (app) Teams (app) Zapier Tidio LiveChat Crisp SalesIQ (Zoho) Tawk Freshchat WhatsApp (via Intercom/Zendesk) Instagram (via Intercom/Zendesk) Messenger (via Intercom/Zendesk) X/Twitter (via Intercom/Zendesk) |
| GDPR Compliant | Yes | Yes | Yes |
| SOC-2 Compliant | No | Yes | No |
| Support | Hobby - AI Assist, Live Chat Growth- Ai Assist, Priority Live Chat Enterprise- custom message limits, priority support, and the option to purchase additional "overage" credits | Support levels are consistent across plans, with all customers receiving timely and effective assistance. | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Hobby - Apollo AI Bot Growth- Apollo AI Bot Enterprise- Apollo AI Bot | AI Assist and AI Answers are powered by OpenAI's API service | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
This analysis evaluates the AI customer support features of three platforms:Tawk,Help Scout, andMy AskAI. The focus is on their capabilities in deflecting support tickets, pricing, and other key features.
Tawkoffers AI customer support features through its Apollo AI Bot, which is available across all its plans.Help Scout, on the other hand, does not provide AI customer support features.My AskAIintegrates seamlessly with both Tawk and Help Scout, enhancing their functionality with AI-driven support capabilities.
NeitherTawknorHelp Scoutoffers AI features specifically designed for support agents.My AskAIstands out by providing such features, which can significantly improve the efficiency and effectiveness of support teams.
When it comes to AI pricing per 1,000 tickets/chats,Tawkis the most cost-effective at $20.My AskAIis priced at $99, which is still significantly lower thanHelp Scout's $765 for the same volume.
Tawkoffers three tiers: Hobby, Growth, and Enterprise, with varying message limits.Help Scoutprovides three plans—Standard, Plus, and Pro—without usage limits.My AskAIalso offers three tiers: Essentials, Pro, and Enterprise, with a pay-per-conversation model beyond set limits, providing flexibility and scalability.
BothTawkandMy AskAIsupport human handover, allowing seamless transition from AI to human agents when necessary.Help Scoutdoes not offer this feature.
TawkandMy AskAIboth provide conversation analytics and insights, which are crucial for understanding customer interactions and improving service.Help Scoutlacks this feature.
My AskAIincludes an AI email assistant, which neitherTawknorHelp Scoutoffers. This feature can automate and streamline email support, reducing response times and improving customer satisfaction.
All three platforms—Tawk,Help Scout, andMy AskAI—offer email lead capture capabilities, ensuring that potential customer inquiries are not missed.
Help Scouthas no content limits across its plans.My AskAIalso offers unlimited webpages and documents across all tiers, with automatic updates.Tawk's content limits are based on the specific features of each plan.
My AskAIprovides clear details on the number of chatbots/agents available per plan, with unlimited agents in the Enterprise tier.TawkandHelp Scoutdo not specify the number of chatbots/agents.
BothTawkandHelp Scoutoffer a hosted help center, whichMy AskAIdoes not provide.
Tawkincludes a chatbot flow builder, allowing for customized interaction flows. NeitherHelp ScoutnorMy AskAIoffers this feature.
My AskAIsupports a wide range of integrations, including websites, various file types, and multiple content management systems like Google Drive, Notion, and Confluence.Tawkoffers integrations with your website, shortcuts, documents, and knowledge ba
