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

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Help Scout Reviews

Feature rating

Value for Money
4.5
Functionality
4.3
Ease of Use
4.7
Customer Support
4.7
5 reviews of 181 View all reviews
Abraham
  • Industry: Mining & Metals
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
5
Customer Support
5

5
Reviewed on 31/10/2021

Great for Basic Customer Support

I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer. If you want just a basic customer service software for handling emails then Help Scout is a good choice.

Pros

Help Scout does what it's supposed to do and it's very good at it. No doubt about that. It's the very main reason why many companies trust Help Scout for their customer support management. You can create automations, saved replies, a knowledgebase, and a chat widget (they call it Beacon). Everything works as it's supposed to and we never had any issues so far. It's really easy to set up automations and saved replies, no need to look into their help docs. You just need to use your common sense to navigate through the dashboard. I am using it daily for my client's e-commerce business for the past 6 years and I can say that it's a really solid product.

I also like their mobile app because it works really well. This is very important so you can attend to your customers even when you're not at your desk. Most customers want very quick responses and so the mobile app will be very handy when you don't have access to a computer.

There's no issue with deliverability as all our emails and replies went straight to customers' inboxes, which is very critical for this kind of app.

Cons

I found another software that has more features than this app and the pricing is also good. I wish Help Scout will have a feature where you can snooze or schedule an email or reply, and the ability to create embeddable forms. Also, I wish you can connect your social media accounts so you will be able to easily monitor your social media audiences when they message you or when they comment on your posts. These are available on the other software I found and it is a great alternative to this software.

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

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.
Romain
  • Industry: Marketing & Advertising
  • Company size: 2-10 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 26/06/2022

Excellent

Pros

This is a very fast and efficient tool to use

Cons

Well I find that the mobile application is to review. But overall I find it very good.

Stacey
  • Industry: Consumer Services
  • Company size: 201-500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
3
Ease of Use
5
Customer Support
0

3
Reviewed on 10/06/2022

This was a great beginner software for a growing startup

Pros

This software is incredibly easy to use! The macro search function was amazing. It allowed our team to search both the title and the body for relevant content. Very simple solution for our start up company.

Cons

We needed more features, more integrations and more robust reporting as we began to grow as a company and support team.

Sam
  • Industry: Logistics & Supply Chain
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
4
Ease of Use
5
Customer Support
3

5
Reviewed on 05/05/2022

Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.

The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free Scout. It is an open-source alternative to Help Scout that acts almost the same way.

You need to know how to deploy the self-hosted service, or you can find companies willing to manage it for you. The downside is the setup takes a while, but the positive is that the cost is a small fraction of the amount we were paying to Help Scout.

Pros

HelpScout was the first shared emailing system we implemented that worked flawlessly with our setup. It rivals all other methods that focus on a ticket number approach but makes the communication process simple for users to grasp and professional yet informal.

The best part of Help Scout for us was the shared inbox aspect and the ability to collaborate with others easily.

Cons

Help Scout is expensive. In my opinion, it is overpriced. They started at a great introductory rate and grandfathered those rates for early-stage users. I heard from many users when they increased their rates, all of whom got a personalized message from the [SENSITIVE CONTENT], promising our rates would stay the same.

Months later, they recanted on their promise and hiked our rates. It was not a great feeling being lied to, and my love for the company quickly disappeared.

Other shared email services can replace Help Scout, but this is your best bet if you're looking for a simple approach and are not worried about the price tag.

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