Help Scout is customer service and help desk software for companies of all sizes. Keep your customers in the flow by embedding help articles right on your website. With Beacon, they never have to leave the page to find an answer. Solve a problem or close a sale in real-time with chat. If no one is available, customers are seamlessly routed to email without confusion. Measure what matters with Help Scout’s easy-to-use reports. You can filter, export, and drill down on the data in a couple of clicks.
| Support | 24/7 (Live rep) Business Hours Online | Customer Type | Large Enterprises Medium Business Small Business |
| API | Location / Phone Number | Boston, Massachusetts | |
| Deployment | SaaS/Web/Cloud Mobile - Android Mobile - iOS | Category | Help Desk Software |
Disclaimer: The pricing details were last updated on 08/07/2020 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
Help Scout is Help Desk Software. Help Scout offers the following functionalities:
Learn more about Help Scout features.
The pricing for Help Scout starts at $25.00 per user per month. Help Scout has 2 different plans:
Help Scout also offers a custom plan based on the customer's request.
Learn more about Help Scout pricing.
Here`s a list of the best alternatives for Help Scout:
Yes, Help Scout provides API.
Helpscout is not only a company that consistently surprises us by having a solution to our needs, but they are an inspiration in the way they run their own business. From customer service skills, remote work or even email templates, we gain so much from this relationship.
Android app doesn't yet include helpdesk articles. Wish conversation editor had a few more styling options.
If you are SMB that relies on online support (email/chat), these guys are the best. I've tried and support Zendesk for enterprise environments and have demo'ed most of the others over the years (Desk, Freshdesk, Groove). Yes, the Helpscout's software was less cumbersome than others, but most importantly, over several years they've shown. "they get it!" They understand good service is about being relatable. They get that small efficiencies and delights matter. They get that if a feature isn't used often, it can get in the way. They get that you must practice what you preach. They get that innovation and improvement sustain our collective success. If you choose them, you'll probably spend the next years discovering new capabilities that make you more efficient and delight your team and customers.
Helpscout reduces support requests, helps us handle the ones we get efficiently and even helps us sell the product. We've saved tons of time, delighted our customers and gained insights on how to improve.
The saved replies feature is my favorite feature.
I dislike that when I forward a message to another address the message reappears in my inbox as active.
I would highly recommend using choosing Help Scout for your customer communication!
I am solving the problem of having too much volume to get through by using saved replies to answer questions that are most popular.
Helpscout offers a beautifully simplistic UI that takes most users 10 minutes to master.
With the help of a couple of integrations all of our inbound communications (email, text, voicemail, Facebook, WhatsApp) seamlessly appear as tickets for our customer care team to process.
Transferring to the relatively recent addition of native live chat was a no-brainer of a decision... in-fact, I'd be hard pressed to think of a time we wouldn't adopt any new additions HelpScout bring... they are simply that good.
As our business has grown it has been invaluable to be using a service that is so easily scalable (add a new user in less than 5 minutes).
And, if something does not go quite right, you'll be pleased to know that they practice as they preach - their customer service is second to none.
Nothing... no, honestly.
Even the cost is reasonable - we have 100% confidence that we are using a (THE) leader in the class.
Sign up for the free trial and watch the short introductory videos. Contact their customer service team about anything - they're great!
Before using Helpscout our customer care team would have 4/5 open browser tabs to effectively complete their day-to-day tasks. This is now just 2. Combined with the mobile App we have the confidence that we ready for any challenge.
- Easy to understand and integrate into existing workflows
- Provides a personal and human-feeling experience for customers.
- Very smooth from start to finish.
- No unnecessary clutter.
- They're a certified B Corporation which means they meet the highest standards of verified social and environmental performance, public transparency, and legal accountability to balance profit and purpose.
- If you turn on their "Force Google Sign-on" feature you lose the ability to add users manually. It's not a big deal, but you're not told this when enabling it.
- I'd love for Help Scout to allow our team to respond to conversations via Slack without requiring them to log into the website. I've been told this is on the roadmap and is something we look forward to using.
We use Help Scout for two main functions: 1) volunteer management, support, and recruitment and 2) for data/tool related requests from staff and our partners. While two very different use cases, Help Scout has worked flawlessly.
Organized, everyone has access to notes on all customer interactions so anyone can step in if someone isn't available and it's seamless for the customer.
My one wish would be that you could create a draft email with notes attached.
All customer communications are documented so we have historical data for customers as well as notes of other team members who may have interacted with the customer in the past.
The best part of Help Scout is that it works, and I know I'm supporting a great company by using their service. On the occasions when something isn't going right and I think it's a bug and not me, I contact customer service and their top quality support team (they are a support platform after all) helps show me how to make things work the way I want to and it's very predictably my own user error, not a bug.
Help Scout provides the best resources in their weekly digest of any company. I unsubscribe from every repeating email except Help Scout's. Their B Corp status and the amount of care they put into being good on top of being a good business is admirable.
The inbox search function isn't ideal but is acceptable.
Customer Support team management. Having one inbox receiving support emails and assigning/distributing to the team.
Saved Replies and Automated Workflows help us manage our inbox with CRM-like assistance!
HelpScout makes it incredibly easy for our team to collaborate and serve our audience in a timely and professional way. Everything from the intuitive interface to keyboard shortcuts, to speedy support, saved replies, and much more, makes this the perfect platform for our non-profit.
We made the switch from FreshDesk to HelpScout three months ago, and we haven't experienced a single downside to the platform.
We primarily use the platform to respond to customer tickets and inquiries. We've seen a major boost in efficiency and collaboration between departments.
The product was designed with a specific workflow in mind, and while that may feel restricting to those who need an immense amount of customization, it "just works" if you buy into the philosophy.
I wish there was a better way to view a customer/organization to see the overall health and other parameters that might help understand specific trends in support. There are reports, tags and searches, but they don't give the overview in a way that is smooth and digestible.
Help Scout has enabled our team to move from prototype to effectively supporting hundreds of users across multiple products. It was so effective that we also shifted our hiring process to move to Help Scout as well.
We've been with Help Scout for three years and it's great to see how they've developed during that time. Not only have their products improved, but it's great to see their approach to doing business in a meaningful way come more to the forefront over time. A company whose products match our needs exactly and whose values are those of a company we can be proud to partner with.
Nothing at all. Just using up all my required characters here.
Great customer ticketing system. Great chat. Easily solve tickets across multiple teams.
Help Scout makes teamwork a breeze. It's easy for team members to work together and seamlessly pick up where another has left off.
Complaining about Help Scout is like complaining that you don't like the color of the car you won in a contest: you still won the car! Anytime I've ever had a complaint about Help Scout, they've fixed it in a future update.
Don't hesitate to contact Help Scout for help at any time - they are an absolutely great bunch and willing to help.
Rather than have their own individual inboxes, Help Scout provides shared inboxes for each of my employees. If one is sick, out of the office, or otherwise busy, it only takes a moment for another employee to get the full history of a conversation and pick up right where the previous employee left off.
Such easy collaboration is only the beginning. Helpscout is easy to set up and start running and those benefits are immediately apparent. After having used it for years, I can attest to the other strengths of Help Scout:
Teams: set up and manage teams inside of Help Scout. Don't have just one person that can handle a situation, but instead a group? Assign it to all of them at once.
Folders: Quickly organize folders of information or tickets in your inbox
Workflows: Create basic automations that go hand-in-hand with teams and folders. Automatically tag emails based on certain keywords, funnel to the proper teams, create follow-up systems, and more. We've used our workflows extensively to track customer issues so we can stay on top of an issue and check in with the customer after it's complete.
Saved Replies: With just a few clicks, send a well-worded reply to a customer with automatically populated data. Saves enormous amounts of time.
Extensive metrics and reporting: In conjunction with our own internal reporting, Help Scout helped us realize years ago that we were missing high sales times when we needed to have representatives available to help customers.
Docs, Beacon, and More: Help Scout provides a wide arrange of other tools: Docs to help provide data to users, either internally or externally; Beacon to help chat with customers, provided targeted replies, and more; Integrations with other software to improve the flow of information; and so much more.
