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98% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Help Scout logo
Help Desk Software

4.5 801 user ratings

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Sponsored

96% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Front logo

Front

Help Desk Software

4.7 2,442 user ratings

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Sponsored

90% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Capacity logo

Capacity

Help Desk Software

4.9 53 user ratings

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Overview

Description Help Scout is an all in one customer service platform that helps small businesses, growing startups and non-profit organisations to manage customer relationships. The platform provides a shared space to all customers where they can receive information through emails. Businesses can post helpful articles on their website so that customers can resolve problems on their own. Integrated live chat sessions with customers help businesses collect feedback and make further strategies accordingly. Help Scout also maintains reports about relevant business operations. Users can filter, export and access the information within a couple of clicks. The platform allows users to integrate 50+ tools from their everyday use into the workflow, making it more efficient and familiar. To ensure appropriate protection, Help Scout uses advanced security features like SSO, SAML authentication, IP address restriction and HIPAA compliance. Help Scout aims to empower businesses with tools that can help people in the most humane way possible. Read more Astute Agent software is a platform used to automate works amongst agents to manage business. The software using natural language processing and Omnichannel support to manage customer emails, reviews and send responses to agents. Detect issues with real-time alerts to improve customer experiences. It offers a secure compliance platform with consumer data protection regulations, and insights. Customer Service Desks, Small and Medium companies make use of the software. Read more Front is an efficient yet easy to follow help desk software, which is available in both SaaS as well as Web-based version.It can be run on multiple platforms like Mac, Windows, Android and iOS. The software enables you to select owners for every messages, take care of customer complaints faster via shared drafts and comments, automate replies with rules, exceed customer SLAs etc. The tool allows clustering all communication channels in one places like Twitter, phone calls, email support, chat, Facebook and more. For using this software one does not require undergoing any sort of training. Front comes featured with automated routing, incident management, ticket management etc. Read more Introducing Capacity, ultimate solution to the never-ending chaos of information overload. Imagine a world where team is no longer wastes valuable time sifting through endless emails, playing phone tag, or getting interrupted with constant shoulder taps. With Capacity, can revolutionize the way to work by empowering team with instant access to the knowledge they need to do their best work. With cutting-edge technology, can automate processes and streamline the workflow, delivering a single, intuitive dashboard that puts all organizational knowledge right at fingertips. No more wasting precious minutes searching for that critical piece of information buried deep within an email thread. With Capacity, can access the knowledge need to excel, instantly. Join the ranks of successful professionals who have already experienced the transformative power of Capacity. Its known that professionals like to depend on accurate and reliable information to make critical decisions. That's why Capacity is designed with the utmost commitment to accuracy and security. The prioritize data integrity and protect sensitive information, giving peace of mind while focus on achieving more. Empower team with the tools they need to thrive, and watch as efficiency, productivity, and innovation soar to new heights. Don't let information overload hold back any longer. Embrace Capacity, the game-changing solution that brings clarity, continuity, and cohesion to the organization. Experience the future of work, today. Read more
Pricing Options
  • Free Trial Available
  • Starts at $20.0.
  • Free Trial Not Available
  • Free Trial Available
  • Starts at $19.0.
  • Free Trial Not Available
  • Starts at $49.0. Offers Custom plan.
SW Score & Breakdown

98% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

  • Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more
    99%
  • Reviews
    93%
  • Momentum
    69%
  • Popularity
    95%

96% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

  • Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more
    100%
  • Reviews
    90%
  • Momentum
    81%
  • Popularity
    91%

90% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

  • Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more
    97%
  • Reviews
    69%
  • Momentum
    65%
  • Popularity
    85%
SaaSworthy Awards # 2 Most Worthy # 3 Fastest Growing
Not Available
# 2 Fastest Growing # 6 Most Popular
Not Available

Features

Total Features
17 Features
0 Features
18 Features
16 Features
Common Features for All
    Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come
    Automated Routing It helps in automatically directing queries and data to the appropriate agent.
    Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company
    Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement
    Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.
    Document Storage Helps in storing the documents electronically and in a systematic way
    Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future
    Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.
    Known Issue Management Helps to tackle and to manage familiar issues or routine challenges
    Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online
    Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.
    Multi-Channel Communication Helps in receiving queries and offering help through multiple channels
    Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions
    Social Media Integration Enables integrating the software with social media for better reach and coverage
    Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback
    Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved
  • + 12 More - Show Less
    • Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come
      Automated Routing It helps in automatically directing queries and data to the appropriate agent.
      Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company
      Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement
      Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.
      Document Storage Helps in storing the documents electronically and in a systematic way
      Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future
      Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.
      Known Issue Management Helps to tackle and to manage familiar issues or routine challenges
      Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online
      Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.
      Multi-Channel Communication Helps in receiving queries and offering help through multiple channels
      Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions
      Social Media Integration Enables integrating the software with social media for better reach and coverage
      Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback
      Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved
      Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come
      Automated Routing It helps in automatically directing queries and data to the appropriate agent.
      Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company
      Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement
      Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.
      Document Storage Helps in storing the documents electronically and in a systematic way
      Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future
      Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.
      Known Issue Management Helps to tackle and to manage familiar issues or routine challenges
      Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online
      Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.
      Multi-Channel Communication Helps in receiving queries and offering help through multiple channels
      Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions
      Social Media Integration Enables integrating the software with social media for better reach and coverage
      Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback
      Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved
  • + 13 More - Show Less
    • Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come
      Automated Routing It helps in automatically directing queries and data to the appropriate agent.
      Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company
      Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement
      Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.
      Document Storage Helps in storing the documents electronically and in a systematic way
      Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future
      Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.
      Known Issue Management Helps to tackle and to manage familiar issues or routine challenges
      Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online
      Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.
      Multi-Channel Communication Helps in receiving queries and offering help through multiple channels
      Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions
      Social Media Integration Enables integrating the software with social media for better reach and coverage
      Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback
      Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved
  • + 12 More - Show Less
  • Unique Features
      AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.
      Multi-language Support Available in multiple languages to support global customers
      AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.
      Multi-language Support Available in multiple languages to support global customers
      AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.
      Multi-language Support Available in multiple languages to support global customers
      AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.
      Multi-language Support Available in multiple languages to support global customers

    Technical Details

    Organization Types Supported
    • Large Enterprises
    • Medium Business
    • Small Business
    • Large Enterprises
    • Medium Business
    • Small Business
    • Large Enterprises
    • Medium Business
    • Small Business
    • Large Enterprises
    • Medium Business
    • Small Business
    Platforms Supported
    • SaaS/Web/Cloud
    • Mobile - Android
    • Mobile - iOS
    • Installed - Windows
    • Installed - Mac
    • SaaS/Web/Cloud
    • Mobile - Android
    • Mobile - iOS
    • Installed - Windows
    • Installed - Mac
    • SaaS/Web/Cloud
    • Mobile - Android
    • Mobile - iOS
    • Installed - Windows
    • Installed - Mac
    • SaaS/Web/Cloud
    • Mobile - Android
    • Mobile - iOS
    • Installed - Windows
    • Installed - Mac
    Modes of Support
    • 24/7 (Live rep)
    • Business Hours
    • Online
    • 24/7 (Live rep)
    • Business Hours
    • Online
    • 24/7 (Live rep)
    • Business Hours
    • Online
    • 24/7 (Live rep)
    • Business Hours
    • Online
    API Support
    • Available
    • Available
    • Available
    • Available

    Reviews & Ratings

    User Rating
    4.5/5 801 user ratings
    4/5 3 user ratings
    4.7/5 2,442 user ratings
    4.9/5 53 user ratings
    Rating Distribution
    • Excellent

      64.9%
    • Very Good

      25.6%
    • Average

      7%
    • Poor

      1.1%
    • Terrible

      1.4%
    • Excellent

      0%
    • Very Good

      100%
    • Average

      0%
    • Poor

      0%
    • Terrible

      0%
    • Excellent

      77%
    • Very Good

      18.6%
    • Average

      2.6%
    • Poor

      1.2%
    • Terrible

      0.7%
    • Excellent

      90.6%
    • Very Good

      7.5%
    • Average

      1.9%
    • Poor

      0%
    • Terrible

      0%
    User Sentiments

      User-Friendly Interface, Excellent Customer Support, Extensive Integrations, Efficient Workflow Management

      Occasional System Downtime, Limited Customization Options, Mobile App Functionality, Inaccurate Reporting

      Not Available

      Collaborative Commenting Feature, Team Inbox Functionality, Snooze Feature, Extensive Integrations

      Mobile App Functionality, Search Functionality, Calendar Integration, Confusing Archiving Functionality

      Not Available
    Review Summary

    Overall, users appreciate Help Scout's user-friendly interface, ease of use, and robust features. They commend its ticketing system, live chat functionality, and knowledge base builder. Reviewers highlight the software's prompt and helpful customer support, along with its ability to streamline communication and improve customer satisfaction. However, some users express concerns regarding its pricing and occasional technical issues. Additionally, a few reviewers suggest improvement in the reporting and analytics capabilities.

    Not Available

    Users generally appreciate Front's user-friendly interface and intuitive design, praising its ability to streamline communication and improve productivity. They find it particularly useful for organizing emails, managing multiple accounts, and facilitating team collaboration. However, some users have reported occasional technical glitches and limited customization options. Additionally, concerns have been raised regarding the pricing structure, with some users suggesting that it may not be suitable for smaller teams or individual users.

    Not Available
      Read All User Reviews Read All User Reviews Read All User Reviews Read All User Reviews

    AI-Generated from the text of User Reviews

    Pricing

    Pricing Options
    • Free Trial Available
    • Starts at $20.0.
    • Free Trial Not Available
    • Free Trial Available
    • Starts at $19.0.
    • Free Trial Not Available
    • Starts at $49.0. Offers Custom plan.
    Pricing Plans
    Monthly Plans Annual Plans

    Standard $20.00 $25.00 per user / month

    Plus $40.00 $50.00 per user / month

    Pro $65.00 $65.00 per user / month

    Starter $19.00 $19.00 per user / month

    Growth $59.00 $59.00 per user / month

    Scale $99.00 $99.00 per user / month

    Premier $229.00 $229.00 per user / month

    Growth $49.00 $49.00 per user / month

    Professional $99.00 $99.00 per user / month

    Enterprise Custom

     
    View Detailed Pricing
    Not Available
    View Detailed Pricing
    View Detailed Pricing

    Alternatives

     

    Screenshots & Videos

    Screenshots Conversation Report
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    Vendor information

    Company Details Located in: Boston, Massachusetts Founded in: 2011 Located in: Columbus, OH Located in: San Francisco, California Founded in: 2013 Located in: University City, Missouri Founded in: 2017
    Contact Details

    Not available

    https://www.helpscout.com/

    Not available

    https://www.astutesolutions.com/products/astute-agent

    Not available

    https://frontapp.com/

    (314) 502-9412

    https://capacity.com/

    Social Media Handles

    Not available

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