Help Scout

Web-based help desk designed for better customer experience

4,7 /5 (161 reviews) Write a Review!

Help Scout Overview

What is Help Scout?

Help Scout is customer service and help desk software for companies of all sizes. Users can work seamlessly across departments, or manage several products/brands from a single account. Help Scout helps get repeatable tasks out of the way with workflows, including a simple automation system based on if/then logic. Collaboration features keep everyone on the same page.

The collision detection feature allows users to see who is viewing or replying in real time, alongside notes and @mentions that allow users to collaborate privately. Users can use tagging to categorize conversations or trigger automations, and take advantage of saved replies for two-click access to the most common responses. Help Scout allows users to automate all actions, send bulk replies, and create custom folders.

Reports and analytics enable users to measure team performance, spot trends to prevent issues, and monitor customer happiness, all without opening an Excel spreadsheet. Help Scout seamlessly integrates with services like Olark and Snap Engage so that every chat is automatically stored in the customer's profile. 50+ voicemail services are supported out of the box.

Help Scout Overview

Pricing

Starting from
US$12,00/month

Pricing options

Free Trial
Subscription
Value for money

Basic: $15 user / month, or $12 user / month billed annually

Standard: $25 user / month, or $20 user / month billed annually

Plus: $40 user / month, or $32 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 24x5 support, unlimited volume & storage, and 40+ third party integrations.


Help Scout Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
English

Media

iOS App
Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
Conversation: Help Scout’s collaboration features keep everyone on the same page. Happy and productive team members make for happy customers! Add notes, mention team members, see who is responding, and conversation history.
Create multiple mailboxes for each shared email address to work seamlessly across departments, or manage several products/brands from a single account
Knowledge Base: Empower your customers to find answers when they need them
Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
Mailbox Folder
Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
Help Scout video Help Scout screenshot: iOS App Help Scout screenshot: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout screenshot: Conversation: Help Scout’s collaboration features keep everyone on the same page. Happy and productive team members make for happy customers! Add notes, mention team members, see who is responding, and conversation history. Help Scout screenshot: Create multiple mailboxes for each shared email address to work seamlessly across departments, or manage several products/brands from a single account Help Scout screenshot: Knowledge Base: Empower your customers to find answers when they need them Help Scout screenshot: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout screenshot: Mailbox Folder Help Scout screenshot: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout screenshot: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout screenshot: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.

Help Scout Reviews

Help Scout Reviews

Overall rating
4,7
/
5
Excellent
120

Very good
37

Average
4

Poor
0

Terrible
0

Value for Money
4,6
Features
4,3
Ease of Use
4,7
Customer Support
4,8
98% recommended this app
Greg H.

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.


Celeste O.

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.


Anthony R.

Live Chat + KB --- Count Me In!

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.


Verified Reviewer

Great for small teams!

When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I love that it can be used to send confidential documents securely, and I don't have to interact. It's a great timesaver that way, especially when the people on the other end are using it for the same reason. Yes, you can add more personality and humanity, but in my case, I like being able to work uninterrupted, and no one ever has to say "have a nice day" because all we're doing is sending documents. If you're looking for something a little more personal -- it can absolutely be used that way. The notes and chat functions are helpful, and Help Scout is pretty adaptable to whatever your customer service philosophy entails.


Sid A.

The best CRM I have ever seen

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.


Greg H.
Industry: Veterinary
Company size: 11-50 Employees

Completely changed our business - for the better

Used Daily for 1+ year
Reviewed on 2016/11/17
Review Source: GetApp

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Celeste O.
Industry: Printing
Company size: 11-50 Employees

Great customer focused company to work with!

Used Daily for 2+ years
Reviewed on 2019/08/12
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Anthony R.
Industry: Design
Company size: 2-10 Employees

Live Chat + KB --- Count Me In!

Used Daily for 1-5 months
Reviewed on 2020/09/02
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Higher Education
Company size: 11-50 Employees

Great for small teams!

Used Daily for 1+ year
Reviewed on 2020/07/28
Review Source: Capterra

When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I love that it can be used to send confidential documents securely, and I don't have to interact. It's a great timesaver that way, especially when the people on the other end are using it for the same reason. Yes, you can add more personality and humanity, but in my case, I like being able to work uninterrupted, and no one ever has to say "have a nice day" because all we're doing is sending documents. If you're looking for something a little more personal -- it can absolutely be used that way. The notes and chat functions are helpful, and Help Scout is pretty adaptable to whatever your customer service philosophy entails.

Pros

-Extremely easy to set up, add employees to, and use on a daily basis without hassle.
-Love the option to assign communications and update the status of them.
-Simple, straightforward design.
-Did I mention is was easy? Almost no training required.

Cons

-It would be nice to have more customization options. The simplicity is of appeal here, but the limitations are noticeable.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend: 8.0/10

Sid A.
Industry: Health, Wellness & Fitness
Company size: Self Employed

The best CRM I have ever seen

Used Daily for 2+ years
Reviewed on 2020/07/27
Review Source: Capterra

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
8,8/10
Based on 161 user ratings
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Help Scout Pricing

Help Scout Pricing

Starting from
US$12,00/month
Free Trial
Subscription
Value for money

Basic: $15 user / month, or $12 user / month billed annually

Standard: $25 user / month, or $20 user / month billed annually

Plus: $40 user / month, or $32 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 24x5 support, unlimited volume & storage, and 40+ third party integrations.

Basic: $15 user / month, or $12 user / month billed annually

Standard: $25 user / month, or $20 user / month billed annually

Plus: $40 user / month, or $32 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 24x5 support, unlimited volume & storage, and 40+ third party integrations.

Value for Money
4,6/5
Based on 161 user ratings
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Help Scout Features

Help Scout Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,3/5
Based on 161 user ratings
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Categories

Additional information for Help Scout

Additional information for Help Scout

Key features of Help Scout

  • 40+ integrations with 3rd party apps
  • 75+ keyboard shortcuts
  • Android App
  • Auto-populated, editable customer profiles
  • Automated actions
  • Bulk actions
  • Collision detection
  • Customer satisfaction ratings
  • Easy to use, no training manual required
  • Email integration - update conversations from inbox
  • Help Desk, reports, and Docs API
  • Integrated knowledge base
  • Live Chat
  • Looks like a normal email
  • No ticket #'s, or robo-text
  • Outstanding support, no matter plan
  • Private notes
  • Real-time, best in class reporting
  • Saved replies/ canned responses
  • Track and record phone calls
  • True multi-brand support
  • iPhone App

Benefits

  • Help Scout is completely invisible to the customer, communications look like a normal email thread.

  • Get repeatable tasks out of the way with workflows: a simple automation system based on if/then logic.

  • Extremely easy to set and implement as there is no need to re-brand/create templates.

  • Help Scout provides powerful features and integrations allowing support teams to get to inbox zero faster.

  • Create multiple mailboxes for each shared email address in order to work seamlessly across departments, or manage several products/brands from a single account.

  • Help Scout FAQs

    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$12,00/month

    Pricing model: Subscription

    Free Trial: Available

    Basic: $15 user / month, or $12 user / month billed annually Standard: $25 user / month, or $20 user / month billed annually Plus: $40 user / month, or $32 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 24x5 support, unlimited volume & storage, and 40+ third party integrations.

    Q. What are the main features of Help Scout?

    Help Scout offers the following features:

    • 40+ integrations with 3rd party apps
    • 75+ keyboard shortcuts
    • Android App
    • Auto-populated, editable customer profiles
    • Automated actions
    • Bulk actions
    • Collision detection
    • Customer satisfaction ratings
    • Easy to use, no training manual required
    • Email integration - update conversations from inbox
    • Help Desk, reports, and Docs API
    • Integrated knowledge base
    • Live Chat
    • Looks like a normal email
    • No ticket #'s, or robo-text
    • Outstanding support, no matter plan
    • Private notes
    • Real-time, best in class reporting
    • Saved replies/ canned responses
    • Track and record phone calls
    • True multi-brand support
    • iPhone App

    Q. Who are the typical users of Help Scout?

    Help Scout has the following typical customers:

    Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size Business

    Q. What languages does Help Scout support?

    Help Scout supports the following languages:

    English

    Q. What type of pricing plans does Help Scout offer?

    Help Scout has the following pricing plans:

    Subscription

    Q. Does Help Scout support mobile devices?

    Help Scout supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Help Scout integrate with?

    Help Scout integrates with the following applications:

    Bitium, Campaign Monitor, Capsule, Customer Thermometer, Keap, Kissmetrics, PipelineDeals, Slack, SnapEngage, Zapier

    Q. What level of support does Help Scout offer?

    Help Scout offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials