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.
Pricing starting from:
US$20,00/month
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Help Scout
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.
Typical Customers
- Freelancers
- Small Businesses (2-50)
- Mid-size Companies (51-500)
- Large enterprises (500 and more)
Deployment
- Cloud-based
- On-premise
Supported Languages
English
Pricing starting from:
US$20,00/month
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Help Scout
Images
Features
Total features of Help Scout: 76
Alternatives
Zoho Desk
Claris FileMaker
TeamSupport
Zendesk Suite
Reviews
Already have Help Scout?
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- Industry: Information Technology & Services
- Company size: Self Employed
- Used Daily for 2+ years
-
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: Internet
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Great for starting with customer support
Reviewed on 2021/06/24
It was good, although we decided pretty quickly to move to Intercom.
It was good, although we decided pretty quickly to move to Intercom.
Pros
It was easy to get going and was the first app we used for customer service. It had integration with multiple other apps such as Mailchimp. Supports multiple users.
Cons
It was ticket-oriented, got us into working more with tickets than customers pretty quickly, not because HelpScout but because using tickets and emails for support.
There was no integration with our website, so this was a bummer.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
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: Nonprofit Organization Management
- Company size: 51–200 Employees
- Used Daily for 1-5 months
-
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: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
The review
Reviewed on 2019/08/22
Really nice product for email support teams, but it doesn't do the work for others. I like the goal...
Really nice product for email support teams, but it doesn't do the work for others. I like the goal Help Scout has, but they need to fit to the market before they are dropping out.
Pros
It's your best solution on the market if you are looking to interact with your customers only via email. Really easy to implement and the CS is really helpful too.
Cons
It's really difficult to spice things up for the customer. Limitations are set rather quickly when trying to customize Reports or being proactive with customers.
Alternatives Considered
FreshdeskReasons for Choosing Help Scout
Zendesk was awful for email conversationsSwitched From
Zendesk SuiteHelp 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, Bronto Marketing Platform, Campaign Monitor, Campfire, Capsule, Census, ChannelReply, ChargeDesk, Chatra, Churn Buster, CircleLoop, Clockify, CloudTalk, Constant Contact, Cyfe, Databox, Fivetran, Fleep, FormKeep, FreshBooks, FullContact, FullStory, Geckoboard, Gmail, Google Apps for Work, Google Workspace, Gravity Forms, Help Desk Migration, Heymarket, Highrise, Hively, HubSpot CRM, Infusionsoft CRM Singapore, Intercom, Jira, JustCall, Kissmetrics, Klaus, Klaviyo, LemonStand, LiquidPlanner, Mailchimp, Mixpanel, MySQL, Nicereply, Olark, OnePageCRM, Paperform, Pipedrive, Plecto, Process Street, Pushover, Salesforce Essentials, SalesforceIQ, Salesmachine, Savio, Segment, Shopify, Slack, Smooch, SnapEngage, SurveyMonkey, Talkdesk, Textline, Transifex, Trello, Userlike, Weglot, WooCommerce, WordPress, Wufoo, Zapier, Zengine, 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
See all software categories found for Help Scout.
