4.7
Overall rating
Reviews

4.7
Overall rating
Reviews

About Help Scout

Help Scout is a dedicated customer support platform built for growing teams to deliver best-in-class customer service. When you sign up you get access to an entire suite of tools, all optimized specifically for customer support. Help Scout's shared inbox includes features like private notes and @mentions to improve team collaboration, and collision detection helps reduce duplicate work by showing when an agent is actively working on a specific conversation. You can automate routine tasks like conversation sorting with workflows and get additional context with customer profiles. If you’re looking to create a powerful customer knowledge base, Docs is right up your alley. The intuitive editor makes creating help center content a breeze, and built-in search functionality and organization features ensure customers can find the content they need. Docs-specific reports show which content is doing best and the most helpful areas for you to expand. You also get access to Beacon, which offers live chat capabilities and proactive support options through an embeddable widget. Customers can search help documentation or submit a question to your support team right from the widget, helping them get answers when and where they need them most. Help Scout also comes loaded with pre-built performance dashboards. Reports help you better understand individual and team performance, and you can create custom views to have a snapshot of the metrics most important to you. Last, but certainly not least, you get access to Help Scout’s world-class support team who are available by email 24/6 to answer any questions you may have.
Help Scout Software - Manage all your team email inboxes, like support@, sales@, and finance@, in one tool.
Help Scout Software - Whether you have a team of 5 or 500, Help Scout keeps everyone on the same page so nothing slips through the cracks.
Help Scout Software - With Help Scout's familiar interface, your team can start responding to emails in minutes. Plus, get access to organization, automation, and collaboration tools to make your job easier.
Help Scout Software - Reduce your support volume by at least 30% with a knowledge base that's designed for customer self-service.
Help Scout Software - Reports let you evaluate your team's volume by channel, busiest hours, and trending topics among your customers.
Help Scout video
Help Scout Software - Manage all your team email inboxes, like support@, sales@, and finance@, in one tool. - thumbnail
Help Scout Software - Whether you have a team of 5 or 500, Help Scout keeps everyone on the same page so nothing slips through the cracks. - thumbnail
Help Scout Software - With Help Scout's familiar interface, your team can start responding to emails in minutes. Plus, get access to organization, automation, and collaboration tools to make your job easier. - thumbnail
Help Scout Software - Reduce your support volume by at least 30% with a knowledge base that's designed for customer self-service. - thumbnail
Help Scout Software - Reports let you evaluate your team's volume by channel, busiest hours, and trending topics among your customers. - thumbnail

Help Scout pricing

Help Scout does not have a free version but does offer a free trial. Help Scout paid version starts at US$20.00/month.

Starting Price:
US$20.00/month
Free Version:
No
Free trial:
Yes

Alternatives to Help Scout

ServiceNow Customer Service Management

ServiceNow Customer Service Management (CSM) is a cloud-based product that helps businesses deliver frictionless...

Help Scout Reviews

Feature rating

Value for Money
4.4
Functionality
4.3
Ease of Use
4.7
Customer Support
4.7
5 reviews of 213 View all reviews
Greg
Greg
  • Industry: Veterinary
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 17/11/2016

Completely changed our business - for the better

Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world.

We're the only vet company I know of that uses a help desk, and we use Help Scout - and absolutely LOVE it. We did use Zendesk previously, but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket # and feel like they're speaking to a robot. Help Scout solved that immediately when we switched.

We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc. etc.

Help Scout is absolutely fantastic, because it's very elegant in it's simplicity - but tremendously powerful in it's capability.

On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them.

We are very loyal Help Scout clients, and plan to be for a long time.

Pros

- extremely simple to use and understand as a user
- treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers)
- fantastic support team that's very responsive and solution focused
- solid API that allows you to bring in data from other apps so that you have a consolidated view of a client, beyond just their email history

Cons

- wish that the interface could be a little more customized for our specific needs
- really don't have any downsides to it - it's a great product

Dwi
  • Industry: Financial Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 31/05/2023

A great help desk platform

It's a great platform for small to medium scales businesses looking for a help desk platform. It has some key features which cover the majority of everyday needs with the added benefits of additional items which could be used as you expand.

Pros

Help Scout has been a great help desk platform for our business. Outside managing customer queries, we've utilized their workflow and saved reply features to semi-automate and fully automate several key areas. This has saved a lot of time and allowed us to focus on the customer. We've also been able to build our customer query management process around Help Scout and use this across multiple teams. It's a straightforward and easy-to-use platform that is intuitive in some aspects.

Cons

While their workflow functionality is good, some areas are missing that would benefit this function. It would also be great if Help Scout had an internal SLA feature which was broad enough to cover various SLA scenarios.

Alternatives Considered

Zendesk Suite

Reasons for Switching to Help Scout

It provided all the basic functionality we required when our team was smaller and also had features
David
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
5
Customer Support
3

3
Reviewed on 07/02/2022

Ticketing system feels abandoned

Day to day it works, but I think better products now exist.

Pros

It's reliable, and has most of the functions we need.

Cons

It feels like the ticketing system has now been abandoned as far as new development is concerned. There have been some minor improvements listed for their beacon /messaging widget but little of consequence. As far as I can only the email address passed to their widget is hashed, custom variables are not so bad actors can pass fake or malicious data to support agents. No UK or EU servers.

Celeste
  • Industry: Printing
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 12/08/2019

Great customer focused company to work with!

Excellent. While there is some admittedly cool functionality that other CRMs offer at higher prices, they don't make sense for our current business needs and you really can't beat Helpscout when it comes to their customer service and help resources. It's excellent working with a team who really care what their customers and their customers' customers think.

Pros

Their entire philosophy is centered around customer satisfaction and success. This mirrors our own approach and it's great seeing that in action. They are also great at handling questions and service requests, and I love all the support and information resources they offer.

Cons

I wish the reporting functions were better and more detailed. Sometimes when something wasn't functioning in a way that worked for it, their response was suggesting a work around that would require a service plan upgrade when I figured out a work around that could work at our current level, but that is a very minor gripe.

Alternatives Considered

Zendesk Suite

Reasons for Switching to Help Scout

At one point we considered switching to Zendesk, but at our current business size and needs, Helpdesk was clearly a better fit for our team.
Emma
Emma
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 21/08/2023

It couldn't be simpler to use; I adore it!

Help Using Scout, you can easily categorize your support requests and generate customized reports for each inbox. We can track the growth of our user base, learn about the challenges our clients have, and observe how our support practices evolve thanks to the reporting tools. It also facilitates reporting on key performance indicators for our business, such as average response and resolution times.

Pros

I really like how Help Scout simplifies the process of reporting, sorting, and monitoring issues for our staff. All of our staff members are comfortable with Help Scout, which is why we've adopted it for internal and external help. The integrated nature of the Docs sites is another perk; I appreciate being able to rapidly link articles and check statistics about which sections of our help libraries are most popular.

Cons

For our rather modestly sized support staff, I can think of no significant drawbacks to using Help Scout. I'd like to see a couple additional features in Help Scout, but for our current level of assistance, it's perfect.

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