Help Scout Reviews
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217 Reviews
- Industry: Information Technology & Services
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Simply the best customer support system
Reviewed on 2020/04/12
The product is very well designed, easy and natural to use. On top of that, their support is...
The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.
Pros
I like how transparent the experience is for the user and how easy it is to set up and use. I like the integration with the KB system to quickly insert a reference to the article.
Cons
Difficult to tell. I'm really enjoying everything on it, especially now that they added the live chat so I can stop using other software for that.
Maybe I'd love a more advanced system to manage the custom replies.
I'd appreciate if there's a better way to manage formatting inside the editor for the KB.
- Industry: Nonprofit Organization Management
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Help Scout helps out
Reviewed on 2020/11/25
Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer...
Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer support component to it to use their software and platform to start.
Pros
When I used to work at ActBlue as a support associate, I really liked Help Scout's ticketing system. It was straightforward and less confusing than Intercom. Escalating and de-escalating issues was pretty easy. Help Scout is a huge help for customer service, people oriented folks like me.
Cons
This is just a theory but I feel like Help Scout works better with certain email addresses than others. For people who have older emails such as hotmail, aol, or yahoo - their messages don't come across so clearly, which makes helping our customers and clients a real challenge.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Ticketing system feels abandoned
Reviewed on 2022/02/07
Day to day it works, but I think better products now exist.
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.
- Industry: Alternative Medicine
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Solid Platform, Intuitive User Experience, 'Clean' Look & Feel, and Easy to Perform Basic...
Reviewed on 2023/01/09
I have used Help Scout for over a decade now and I'm kind of loyal to it. I had multiple problems...
I have used Help Scout for over a decade now and I'm kind of loyal to it. I had multiple problems this year where I was almost going to stop using it but their customer service is so good and thorough in the way that they communicate that I decided to stay. Help Scout is really affordable and it's really simple and it does have limits but if you're just looking for a simple way to track your emails and to provide a chat option for your website and to create a knowledge base then it's a really great tool.
Pros
HelpScout is really simple to use & has a really clean interface and their customer service is A+++. I am someone who will stay with the company even if they don't have all the bells and whistles if they have excellent customer service, especially something like an email provider because it's hard to find really great customer service in email. I have been using it for over 10 years, & it also is like a database of all of my customer interactions. So I can type in the customers name at the top of the screen and it will pull up every email that they've ever sent in and every email that we've ever sent to them so it becomes this really powerful documentation tool.
Cons
It doesn't have a ticketing system. So it's not so it sometimes it can be easy to miss emails or to have customer service emails go unanswered if a lot of emails come in at once. And a ticketing system and a lot of other email platforms it will bump it up to the top for you if you haven't answered it in a set amount of days but help scout doesn't have a easy way to do that. Even though it does have a knowledge base it's just not as strong in terms of customer service portal as some of the other tools I've explored like fresh desk.
- Industry: Logistics & Supply Chain
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.
Reviewed on 2022/05/05
The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free...
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.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Pretty convenient and easy to use, but lacking in features…
Reviewed on 2023/02/02
It was ok day to day, but we had to rely on other tools too often to get the job done.
It was ok day to day, but we had to rely on other tools too often to get the job done.
Pros
Super easy to pick up and use and their support was great. They always responded promptly and did their best.
Cons
Compared to other products, it lacks a lot of features and some of what it does have is too simplified.
- Industry: Professional Training & Coaching
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Excellent customer service software
Reviewed on 2019/04/14
I've used this for customer service for a website development company and a professional women's...
I've used this for customer service for a website development company and a professional women's organization and it's been amazing in both cases! Highly recommended.
Pros
Best features are internal notes and custom tags, traffic cop that stops the sending of your message of they've responded since you started writing, undo send, and able to see if surgery team member is working on that email already.
Also integrates mailchimp so you can see who is on your mailing list, and subscribe them if not.
Automated workflows based on custom parameters are incredibly useful, too!
Cons
Could have a more robust Zapier integration.
- Industry: Consumer Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Help Scout: A Great and Friendly Helpdesk Solution
Reviewed on 2024/04/09
Pros
This helpdesk solution is amazing because it has been meeting our expectations.
I am impressed by the reliability of Help Scout.
Cons
Help Scout is easy to use. No cons related with Help Scout.
- Industry: Research
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Help Scout: This is an Easy to Implement and Reliable Solution
Reviewed on 2024/04/08
Pros
The capabilities of Help Scout have been so excellent.
Help Scout is easy to use and reliable help desk solution.
Cons
Help Scout is so effective.
No dislikes for Help Scout.
- Industry: Automotive
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Help Scout Helps Us Communicate with Our Customers Smoothly
Reviewed on 2024/05/09
Pros
I really enjoy the ease of customization of Help Scout.
Help Scout has been a great helpdesk solution.
Cons
No dislikes about Help Scout.
Help Scout is phenomenal.
- Industry: Design
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Live Chat + KB --- Count Me In!
Reviewed on 2020/09/02
Whether it's pre-sales questions or general customer service, Help Scout was there from day 1. I...
Whether it's pre-sales questions or general customer service, Help Scout was there from day 1. I was able to have them answer all of my pre-sales questions within a day or two, it mainly took so long because I wasn't sure of what all I needed but they kept responding question after question.
Even after the fact when I signed up for their trial they started sending me helpful auto generated emails for tips and tricks on how to use their platform.
Since it was a new platform of course I was bound to get stuck at times, but I was able to reach out at all times and get a reply back promptly. They were even nice enough to extend my trial because I hadn't gone through all of the features in depth yet.
Pros
They refer to support tickets as conversations, which might not seem like much at first but if you really think about how much you value your customers you will appreciate this verbiage.
They have offline/live chat support pop ups that they call "beacons" and you can have different ones depending on where a customer is at on the page. This was extremely helpful for me as I am selling software so having a beacon on the general website for pre-sales was a must but I also wanted a secondary beacon behind a paywall for premium support and their platform allows for this type of setup.
Lastly, most live chat companies only cater towards just that --- live chat. However, I wanted an all in one solution of live chat + a knowledge base. Help Scout has both available within their platform and it's super simple to setup.
Cons
The only thing I feel they could improve on is more features as far as layout and styling for the knowledge base. It was lacking in that sense but other than that I didn't see anything that I personally needed to be different.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Terrific product. Great UI. Does lack on the integrations
Reviewed on 2017/02/05
We've used Help Scout for several years. It's been a great product, really served us well. One of...
We've used Help Scout for several years. It's been a great product, really served us well. One of their best features is actually their marketing and weekly (twice a week now?) blog posts on Support, Marketing, and other related fields.
Pros
Super easy UI. I don't have to train newbies on using Help Scout for more than 10-15 minutes. It's that simple to use.
VERY customer focused. It's not about a bunch of bells and whistles that are flashy fish hooks only intended to get bought by fishermen but not actually catch fish. Their product signs for the customer and the Support rep in it 8+ hours a day.
Cons
The lack of integrations. They just rolled out with a Salesforce integration, but lack integrations in other areas. Also, they're primarily focused on email so tracking chats and calls aren't that helpful...you would need to drop that data into Redshift, Gooddata, Domo, etc. to get much functionality in it. So unless you do that, you're stuck compiling a bunch in Google Sheets.
Caveat: if all you do is email and maybe chat, then this product is everything you need and more.
- Industry: Computer Networking
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
helps businesses streamline their procurement processes
Reviewed on 2023/04/23
Pros
Provides analytics and reporting features that can help businesses track procurement performance and identify cost savings opportunities and provides a user-friendly interface that makes it easy to manage procurement activities.
Cons
Can be difficult to set up and configure, particularly for businesses with complex procurement workflows or legacy systems
- Industry: Internet
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Couldn't run my business without it
Reviewed on 2018/12/11
For any business, customer satisfaction is crucial. Help Scout is the tool to make it fun and easy.
For any business, customer satisfaction is crucial. Help Scout is the tool to make it fun and easy.
Pros
After having used Zendesk for a while, I was not happy with its and complexity. I wanted to have a support desk tool that made it look like it was regular mail to the customers. And HelpScout did exactly that. After having used the free version for more than 2 years, we are now on the Business plan. It was great that we could have used it without having to spend money on it, but it's soo good that it's definitely worth every penny. The Docs integration is perfect, as we use it in replies to customers, in the beacon for self-help and we now also embed the docs on our website through the API.
Cons
It would be great if we could set a custom threshold for the spam filter, as we have a bit too many false positives.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Helpscout Review
Reviewed on 2023/07/09
The overall experience is great, my team has always favored help scout above all ticketing systems.
The overall experience is great, my team has always favored help scout above all ticketing systems.
Pros
The most important feature about helpscout is the tags feature which allow you track tickets better. As well as saved replies and the super friendly user interface
Cons
Helpscout does know allow to add multiple email signatures within the same user and it forces the addition of multiple users.
- Industry: Nonprofit Organization Management
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 7.0 /10
Potentially good system for handling customer service
Reviewed on 2020/01/09
Help Scout serves its purpose well. And I like the fun congratulatory messages it gives anytime a...
Help Scout serves its purpose well. And I like the fun congratulatory messages it gives anytime a folder is cleared out. All in all a good product.
Pros
Help Scout allows customers to send requests to a centralized email address, rather than to an individual, helping ensure that someone on the customer service end will be able to reply promptly. On my team, I handle most customer service requests. However, if I happen to be out sick, on vacation, or in any way unavailable, I can rest assured that another qualified person on my team has access to--and is monitoring--Help Scout to ensure nothing slips through the cracks. Otherwise, a request might sit unanswered in my personal email inbox until I return. I also like that it's easy to store--and pull up-- information about the customer to see their history of past inquiries.
Cons
Automatic workflows are somewhat complicated to set up. I've found them unnecessary for the most part, but I'm sure they could be more useful for higher customer volumes.
- Industry: Internet
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best Customer Support Software with the Best Customer Support
Reviewed on 2016/12/07
Having tried or reviewed every customer support solution we could find, we have found Help Scout to...
Having tried or reviewed every customer support solution we could find, we have found Help Scout to be the best solution because of it being as simple to use as regular email, yet powerful enough to handle all of our company's communication. Help Scout is the key tool we use in our web development and hosting business, handling all of our client communication and allowing us to easily discuss requests internally, pass around messages, and provide quicker response times to our clients while making our lives easier.
Additionally, the customer support Help Scout provides is the best we've ever seen. They are super friendly, very quick to respond, and understand requests the first time. They are the model for customer support, and they even blog regularly about how to provide great customer support with very useful tips.
- Industry: Outsourcing/Offshoring
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Best ticketing tool out there!
Reviewed on 2018/05/04
Speedy communication with clients, great reports to categorize the requests that come in, very to...
Speedy communication with clients, great reports to categorize the requests that come in, very to near flawless functionality, and rarely an issue with Help Scout.
Pros
Easy to manage accounts, great for keeping records of a clients request, real-time request, great reports, easy to use and adapt. Honestly, I would recommend Help Scout, is a great ticking tool that has helped me reach-out to clients and keep communication rolling with them efficiently.
Cons
I like the software when used on a computer, but the app for a mobile device does lack functionality. I would like to have the same options as I have on the computer. I don't want to be completely demanding so I won't request the high-end gadgets, but the option to see whos working on a ticket on the app will help a lot.
- Industry: Management Consulting
- Company size: Self Employed
- Used Daily for 1-5 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
I currently use Help Scout with a client and it is a great tool for staying connected and...
Reviewed on 2018/06/05
Pros
1. The number 1 thing I love is that emails are "closed" once they are responded to. When I'm in my own email, I have a tendency to never delete messages. Then I think I need to sort into folders and so on, but that's a waste of time and messy. Help Scout automatically closes them when you've responded to it. But you can still search for it and find it. It's perfect! I get Zero in-box with Help Scout!
2. I also like that you can tag people (reassign) so my client can assign emails to me that she wants me to handle.
3. You can tag the emails, so once a week, she can go in and find a certain type of message to work on those all together.
4. You can write a common response and then save it to be reused.
5. You can write notes within message and tag the team member who you want to see the note, but the original sender of the message doesn't see the note.
Cons
I found it confusing at first because I didn't know where the closed messages were going, and I was nervous about closing messages, that they would disappear. But it just took some learning. My client who added me to her account was able to show me how it works. I'm not sure what the Help Scout training is like.
- Industry: Import & Export
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
My personal view of Help Scout
Reviewed on 2023/03/02
Pros
I liked how simple it was to use Help Scout. It had a simple, clean design that was easy to navigate, and the customer service representatives were extremely helpful and knowledgeable. It was also convenient that the help desk was open 24 hours a day, 7 days a week, so I could get assistance whenever I needed it.
Cons
The lack of customization options was the least appealing aspect of Help Scout to me. The platform is quite limited in terms of customizing the look and feel of the customer service experience. Furthermore, the customer service representatives appeared to be unfamiliar with product and its features.
- Industry: Health, Wellness & Fitness
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
The best CRM I have ever seen
Reviewed on 2020/07/27
I've seen, used and implemented several CRM solutions in the past and helpscout just blew them all....
I've seen, used and implemented several CRM solutions in the past and helpscout just blew them all. I now use them with all my clients! Great security too and functional system. the BI features are well appreciated.
Pros
In my 20 years I've never come across such an elegant solution as Help Scout. Everything works good, looks good. Nice integration with E-commerce platform Woocommerce.
Cons
The messaging feature is over-priced. $50/month just for showing pop-up messages in your widget is a but too much!
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Love Help Scout
Reviewed on 2018/01/13
Pros
I love all of the features that Help Scout offers. We're a growing CS department and it's scaled with us quite nicely. Our Developers are able to customize is for us and it's quite easy to use.
Cons
There are only a few things I don't like about HS. The main thing is that it would be nice to make article formatting easier to use with out HTML. And, it would awesome if they implemented a live chat feature, so we didn't have to use Intercom in addition to HS.
- Industry: Computer Software
- Company size: Self Employed
- Used Daily for Free Trial
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Help Scout review
Reviewed on 2020/12/21
Help Scout is a very user intuitive and helpful tool to keep all your customer support interactions...
Help Scout is a very user intuitive and helpful tool to keep all your customer support interactions gathered and managed in a single place. Very responsive and easy to use Web app console which I am making use of on a daily basis.
Pros
I was impressed by the overall features and functionality of this product. In the basic pricing plan it allows you to create up to three support mailboxes and thus supporting three organizations with a single account. Each mailbox can be configured with an associated beacon, i.e. chat and customer support monitoring with customizable behavior depending on what end user experience you wish to offer to your customer support. Last but not least Help Scout features documentation pages which act as a knowledge base for supporting your users and thus eliminating support calls.
Cons
I would like to see more granular configurations made available in the aesthetic side of a knowledge base. I would also like to see the basic plan to support up to three knowledge bases out of the box without an extra charge beyond the first one.
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Help Scout is fantastic
Reviewed on 2017/02/05
Been using Help Scout for years. The main reason I went with them over others was the still small...
Been using Help Scout for years. The main reason I went with them over others was the still small business feel you can give your customers even with dozens of employees being involved in customer interaction. The tickets are silent to the customer, unlike many other products which a customer is nothing more than a ticket.
Pros
- Easy interface
- Lower learning curve
- Continually improving
- Good customer support
- All cloud based
Cons
- Per-user costs can add up
- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Help Scout is the best customer service management software out there.
Reviewed on 2018/04/10
Help Scout is the best way to manage client communications. It is efficient and intuitive, saving...
Help Scout is the best way to manage client communications. It is efficient and intuitive, saving my team time and keep our communications organized.
Pros
Help Scout allows my team to handle client requests collaboratively and efficiently. The UI makes it easy to view my pending cases, as well as my teammate's cases making it easy to take it over if someone is out of the office.
Cons
I have no cons for Help Scout. All the features and functionality was incredibly well thought out, and it is amazing how helpful it has been for my team.