Help Scout

About Help Scout

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.

Screenshots & Videos

Pricing

Free Trial Available
Starts at $20.0.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.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

96%
Momentum

72%
Popularity

94%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)

Organization Types Supported

All (Small, Medium, Large)

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

Help Scout Awards

# 2 Most Worthy Software Help Desk Software
Q2 2024

# 3 Fastest Growing Software Help Desk Software
Q2 2024

# 2 Most Popular Software Help Desk Software
Q2 2024

# 4 Fastest Growing Software Help Desk Software
Q2 2023

# 3 Most Popular Software Help Desk Software
Q2 2023

# 8 Highly Rated Help Desk Software
Q1 2022

# 2 Fastest Growing Help Desk Software
Q1 2022

# 3 Most Popular Help Desk Software
Q1 2022

# 3 Highly Rated Help Desk Software
Q1 2021

# 11 Fastest Growing Help Desk Software
Q1 2021

# 3 Most Popular Help Desk Software
Q1 2021

Help Scout Features

Show Feature Explanation

Show Missing Features

Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

99%

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

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

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

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Concurrent Calling

Allows to place more calls simultaneously without reducing call quality.

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

Help Scout Pricing

Free Trial

Available

Pricing Options

Premium Plans ( Subscription )

Pricing Plans

MONTHLY YEARLY

Standard $20.00 $25.00 per user / month

Features

2 shared inboxes with email, live chat, and social channels
1 Docs knowledge base
Beacon help widget
Automated workflows
In-app messaging
Custom reports
API and 100+ integrations

Plus $40.00 $50.00 per user / month

Features

5 shared inboxes with email, live chat, and social channels
2 Docs knowledge bases w/ restricted access
25 free light users
Advanced permissions
Advanced tracking w/ custom fields
Group users into teams
AI summarize
AI assist
Custom reports w/ unlimited history
Salesforce, Jira, HubSpot apps

Pro $65.00 $65.00 per user / month

billed Yearly

Security, scale, and hands-on service for large teams

Features

10+ users
25 shared inboxes with email, live chat, and social channels
10 Docs knowledge bases w/ restricted access
50 free light users
Enterprise security
HIPAA compliance
Tiered discounts
Concierge onboarding services
Dedicated account manager w/ account optimization reviews
Quarterly team training
Advanced API access

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 19/03/2024 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Help Scout Pricing

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Help Scout Reviews

User Rating

4.5/5 (Based on 827 Ratings)

Rating Distribution

Excellent
64%
Very Good
24.9%
Average
7.1%
Poor
1.6%
Terrible
2.4%

User Sentiments

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

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

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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.

Pros

Userfriendly interface and intuitive design, making it easy for teams to adopt and use.
Comprehensive set of features including ticketing, knowledge base, live chat, and reporting, providing a complete customer support solution.

Cons

Limited customization options, which can be a drawback for businesses seeking a highly tailored solution.
Occasional performance issues and glitches, potentially impacting the user experience and productivity.

Help Scout Reviews

AI-Generated from the text of User Reviews

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