Help Scout vs HumanTouchCX: Helpdesk & Chat
Two Shopify apps, side by side: detected stores, momentum, reviews, plans, listed features and who runs each. Store counts as of Nov 8, 2026 for Help Scout, Oct 29, 2026 for HumanTouchCX.
The short answer
- On the Shopify App Store: Help Scout 3.7 from 19 reviews and HumanTouchCX 5.0 from 8 reviews.
- Only HumanTouchCX lists a free plan.
- Help Scout lists 2 features HumanTouchCX’s listing doesn’t mention, including Multi-store, Spam detection.
Head to head
- United States
- United Kingdom
- Australia
Momentum
New reviews each month
Review pace is the clearest public read on how fast an app is winning new merchants.
Free to install
Basic Human
- · 1 Verified Human User
- · Free Chat Widget for your Storefront
- · Human2Human connection is always free
- · Offline messages stored in your inbox
- · Up to 50 most recent conversations
Human Enabled
- · Live Chat & Extended Shopify Actions
- · Unified inbox — email, chat, and social
- · Up to 3 verified support agents
- · Up to 300 Hewie AI Assists/mth
- · Up to 500 tickets/month
Human Empowered
- · 1,500 Hewie AI Assists Included
- · Advanced Routing & Automations
- · Performance Dashboard & CSAT Tracking
- · Plus Everything in Human Enabled
- · Up to 10 Verified Support Agents
- · Up to 2,500 tickets/month
Human Unleashed
- · Dedicated Onboarding Specialist
- · Plus Everything in Human Empowered
- · Unlimited Verified Support Agents
- · Up to 10,000 tickets/month, then 0.05c
- · Up to 5,000 Hewie AI Assists/mth
Coverage counts what each App Store listing names. Every feature, checked off app by app, is in Shoplist.
See every featureHelp Scout is the AI support suite that turns customer conversations into growth and retention. Bring every support channel into one space built for collaboration between teams and AI. With the Shopify integration, you can view customer order details and history alongside every conversation, plus edit, duplicate, cancel, and refund orders directly in Help Scout—without switching between tools.
We believe Customer Support should always have a HumanTouch. Our platform brings email, live chat & social into one Unified inbox. View orders, issue refunds, and manage tickets in the simplest way possible. Save even more time with our AI assistant Hewie, who can help you pull order details in real-time and auto-draft responses. Edit & verify all AI-generated messages before hitting send.
- Work as a team on your email, live chat, and social conversations, in one inbox
- Provide instant answers to FAQs with self-service options
- Leverage AI to help your team respond faster
- View detailed customer and order information alongside every conversation
- Unified Inbox: Email, Chat & Social all in one place.
- Live Chat: Respond to customers in real-time with real verified humans.
- Transparent AI: verified human agents are supported by AI that learns your store
- Knowledge Base: Easily publish self-serve articles to your knowledge base.
All the numbers
Every figure, side by side
A green dot marks the app ahead on a measured figure. Estimates, gaps and apps that leave no storefront trace never take the lead.
Adoption
| Measure |  Help Scout |  HumanTouchCX |
|---|---|---|
| Detected stores | 212 | Not published |
| Net store change, 28 days | −70 | 0 |
| Stores added, 28 days | 5 | Not enough data |
| Big-brand share | Not enough data | Not enough data |
| Top store categories | Home & Garden, Apparel & Accessories, Health & Beauty | Not published |
| Top store countries | United States, United Kingdom, Australia | Not published |
Reviews
| Measure | Help Scout | HumanTouchCX |
|---|---|---|
| App Store rating | 3.7 ★ | 5.0 ★(ahead) |
| App Store reviews | 19(ahead) | 8 |
| New reviews, 28 days | 0 | Not enough data |
| Reviewers a year or more in | Not enough data | Not enough data |
Pricing
| Measure | Help Scout | HumanTouchCX |
|---|---|---|
| Free plan | Not listed | Yes |
| Lowest paid monthly plan | No monthly plan listed | $39/month |
| Longest free trial | Not listed | 14 days |
| Plans listed | 1 | 4 |
Listing
| Measure | Help Scout | HumanTouchCX |
|---|---|---|
| Shopify category rank | #90 | #30(ahead) |
| Shopify App Charts | #6 in Helpdesk | Not on this week’s charts |
| Built for Shopify | No | No |
| Launched | Mar 31, 2014 | Jun 22, 2026 |
| Languages | 1 | 1 |
| Developer | Help Scout | Human Touch Technologies Inc. |
FAQ
Help Scout and HumanTouchCX: common questions
- Is Help Scout or HumanTouchCX cheaper?
- Only HumanTouchCX lists a free plan. Shoplist compares base prices only between monthly plans in the same currency; usage charges and annual plans vary, so check each plan’s limits.
- Which has better reviews, Help Scout or HumanTouchCX?
- On the Shopify App Store: Help Scout 3.7 from 19 reviews and HumanTouchCX 5.0 from 8 reviews.
- What features does each app list that the other doesn’t?
- Help Scout lists 2 the others don’t mention, such as Multi-store, Spam detection. HumanTouchCX lists 2 the others don’t mention, such as Contact form, Escalation. A feature missing from a listing may still be supported; this compares what each App Store listing says.
- Where does this comparison’s data come from?
- Shoplist crawls Shopify storefronts to detect which apps each store runs, and reads each app’s Shopify App Store listing for reviews, pricing, features and integrations. Store counts are as of Nov 8, 2026 for Help Scout, Oct 29, 2026 for HumanTouchCX; estimated figures are labeled.
How Shoplist compares apps
Store counts come from Shoplist’s crawl of Shopify storefronts, which detects the apps each store runs; they are as of Nov 8, 2026 for Help Scout, Oct 29, 2026 for HumanTouchCX. Reviews, ratings, plans, features and integrations come from each app’s Shopify App Store listing. 28-day figures are labeled when estimated, and a figure that is missing or estimated never decides who leads. Read the methodology.