Help Scout
About Help Scout
Help Scout is a dedicated customer support platform built for growing teams to deliver top-notch customer service. When you sign up, you get access to an entire suite of tools — including shared inbox, knowledge base, and live chat software — all built to help you create the best customer experience possible.
Help Scout's shared inbox includes features like private notes and @mentions to improve team collaboration, plus collision detection to prevent duplicate work by showing when an agent is actively working on a specific conversation. You’re also able to automate routine tasks with workflows and add additional context with customer profiles.
Help Scout's knowledge base builder, Docs, makes creating self-service content quick and easy. Built-in search functionality and organization features help customers find the answers they need quickly, and Docs-specific reports show which content is doing best and areas where you have room for improvement.
Help Scout's Beacon offers live chat capabilities and proactive support options through an embeddable widget. Customers can search your Docs site articles 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 reporting dashboards. Create custom reports to zero in on the metrics that matter most to you and your team. And finally, you get access to Help Scout’s world-class support team, which is available by email 24/6 to answer any questions you may have.
Key benefits of Help Scout
- Value: Help Scout is the most complete platform you can buy for the money.
- Predictable, transparent pricing: No surprise add-ons or fees.
- Quick set up: Go from zero to power user in a day or less.
- Simplicity: Spend more time helping customers and less time configuring your software.
- Scalability: Add teammates, workflows, integrations, and new support channels quickly.
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- Industry: Mining & Metals
- 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 8.0 /10
Great for Basic Customer Support
Reviewed on 2021/10/31
I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though...
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.
- Industry: Computer Software
- 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 8.0 /10
Help Scout is great for small teams looking for a simple and inexpensive shared inbox
Reviewed on 2022/09/05
Help Scout is a great option for small to medium teams who do not want and overly complicated and...
Help Scout is a great option for small to medium teams who do not want and overly complicated and pricy Help Desk software. It lacks some nice-to-have features but it will still help you provide great customer service.
Pros
Help Scout is great for our 4-person Customer Success Team. We have been using it for over a year and it helps us provide high-quality customer support. It is easy to use, our customers like it because our emails look just like normal emails. Their support team is great, we always get quick and relevant answers.
Cons
I think the reporting feature could really be improved, and we would appreciate a few more features to improve the daily management of support tickets.
Reasons for Choosing Help Scout
Gmail doesn't work well as a shared inbox.Switched From
GmailReasons for Switching to Help Scout
Help Scout looks more like a regular inbox and not an overly automated ticketing system. It is very easy to setup and use. It is also cheaper.- 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: Printing
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 9.0 /10
Help Scout for Business
Reviewed on 2021/12/16
Help Scout has treated our company great. It has given us room to grow while helping us manage...
Help Scout has treated our company great. It has given us room to grow while helping us manage technology needs along the way.
Pros
This software allows extremely easy and efficient collaboration between administrators. The ticketing and email system can be configured many different ways and you can even integrate single sign-on.
Cons
There weren't too many things I don't like about this software. The only issue I have is that its report generator does not allow you to create reports for tickets cleared for each individual admin during a time period.
Alternatives Considered
Zendesk SuiteReasons for Switching to Help Scout
Help Scout was much cheaper and more closely aligned with our needs as a company.- Industry: Computer Software
- 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 10.0 /10
One of the best products I've ever used
Reviewed on 2022/09/22
It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips -...
It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips - all of that worked flawlessly, and in rare occasions in which I had to contact their support, it was one of the best experiences as well. If I could choose the tool to handle customer support again, I would go for Help Scout - and I suggest you (aka the reader) to do just that!
Pros
It makes managing incoming cases feel good - I've tried and seen other tools used primarily for customer support, and none of them were comparable to Help Scout for me.
In Help Scout the entire UI puts the focus on serving the customer right, being light on unnecessary noise. Might sound cheesy, but somehow lets you connect better with the person on the other side of the screen.
Cons
That I had to stop using it recently :( Other than that I didn't really find anything that I disliked there.
Alternatives Considered
IntercomReasons for Switching to Help Scout
The entire experience was 10x better in Help Scout :)Help Scout FAQs
Below are some frequently asked questions for Help Scout.Q. What type of pricing plans does Help Scout offer?
Help Scout offers the following pricing plans:
- Starting from: US$20.00/month
- Pricing model: Subscription
- Free Trial: Available
Free trial available. Standard pricing starts at $20 per user per month. Standard: $25 user / month, or $20 user / month billed annually Plus: $40 user / month, or $35 user / month billed annually Company: $60 user / month billed annually Help Scout serves businesses from small to enterprise. Plans range from Free to keep everyone on the same page, to Standard for automation features and reporting, to Plus for advanced reporting & features designed for large teams. All Plans include 24x7 support, unlimited volume & storage, and 40+ third party integrations.
Q. Who are the typical users of Help Scout?
Help Scout has the following typical customers:
11–50, 51–200, 201–500
Q. What languages does Help Scout support?
Help Scout supports the following languages:
English
Q. Does Help Scout support mobile devices?
Help Scout supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Help Scout integrate with?
Help Scout integrates with the following applications:
ActiveCampaign, Aircall, AppFollow, Asana, BriteVerify, Campaign Monitor by Marigold, Capsule, Census, ChannelReply, ChargeDesk, Chatra, Churn Buster, CircleLoop, Clockify, CloudTalk, Constant Contact, Cyfe, Databox, Fivetran, Fleep, FormKeep, FreshBooks, FullContact, Fullstory, Geckoboard, Gmail, Google Workspace, Gravity Forms, Help Desk Migration, Heymarket, Highrise, Hively, HubSpot CRM, Intercom, Jira, JustCall, Kissmetrics, Klaviyo, LiquidPlanner, Mailchimp, Mixpanel, MySQL, Nicereply, Olark, OnePageCRM, Paperform, Pipedrive, Plecto, Process Street, Pushover, Salesforce Starter, Savio, Segment, Shopify, Slack, SurveyMonkey, Talkdesk, Textline, Transifex, Trello, Userlike, Weglot, WooCommerce, WordPress, Wufoo, Zapier, Zendesk QA, elevio, iorad
Q. What level of support does Help Scout offer?
Help Scout offers the following support options:
Email/Help Desk, Knowledge Base, Chat
Related categories
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