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About Help Scout
Help Scout is a dedicated customer support platform built for growing teams to deliver best-in-class customer service. When you sign up you get access to an entire suite of tools, all optimized specifically for customer support.
Help Scout's shared inbox includes features like private notes and @mentions to improve team collaboration, and collision detection helps reduce duplicate work by showing when an agent is actively working on a specific conversation. You can automate routine tasks like conversation sorting with workflows and get additional context with customer profiles.
If you’re looking to create a powerful customer knowledge base, Docs is right up your alley. The intuitive editor makes creating help center content a breeze, and built-in search functionality and organization features ensure customers can find the content they need. Docs-specific reports show which content is doing best and the most helpful areas for you to expand.
You also get access to Beacon, which offers live chat capabilities and proactive support options through an embeddable widget. Customers can search help documentation 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 dashboards. Reports help you better understand individual and team performance, and you can create custom views to have a snapshot of the metrics most important to you.
Last, but certainly not least, you get access to Help Scout’s world-class support team who are available by email 24/6 to answer any questions you may have.
Help Scout pricing
Help Scout does not have a free version but does offer a free trial. Help Scout paid version starts at USD 20.00/month.
Starting Price:
USD 20.00/month
Free Version:
No
Free trial:
Yes
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Help Scout Reviews
Feature rating
5 reviews of 220
View all reviews
Lillian
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
4
Reviewed on 28/08/2023
Help Scout is the most effective method of providing assistance
Our clients' enterprises have knowledge bases, live chat, and self-service support widgets from Helpscout. However, since only one KB may be created per subscription, the Helpscout team may look into allowing numerous KBs per workspace.
Pros
Helpscout is our principal platform, as the vast majority of our customers require either a knowledge base or live chat help for their enterprises. Therefore, we provided them with a Helpscout-based knowledge library and made live chat available to them.
Cons
The platform's interface, especially the inbox UI, has a lot of room for improvement, and there is now just one knowledgebase template/design available, which is disappointing.
Emma
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
-
Review Source
4
Reviewed on 21/08/2023
It couldn't be simpler to use; I adore it!
Help Using Scout, you can easily categorize your support requests and generate customized reports for each inbox. We can track the growth of our user base, learn about the challenges our clients have, and observe how our support practices evolve thanks to the reporting tools. It also facilitates reporting on key performance indicators for our business, such as average response and resolution times.
Pros
I really like how Help Scout simplifies the process of reporting, sorting, and monitoring issues for our staff. All of our staff members are comfortable with Help Scout, which is why we've adopted it for internal and external help. The integrated nature of the Docs sites is another perk; I appreciate being able to rapidly link articles and check statistics about which sections of our help libraries are most popular.
Cons
For our rather modestly sized support staff, I can think of no significant drawbacks to using Help Scout. I'd like to see a couple additional features in Help Scout, but for our current level of assistance, it's perfect.
Meghann
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
3
Reviewed on 04/12/2024
It was ok for a while but seems to have gotten worse over time
Pros
It's easy to search, tag people/teams, and assign tickets. It also integrates well with our CRM.
Cons
It's often hard to follow threads and be able to see the initial conversation. I don't love the recent updates and we often had technical issues of our webhook disabling.
Thomas
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
1
Reviewed on 01/10/2024
Help Scout - We're always getting worse
Overall, I regret purchasing Help Scout and plan on switching back to Zendesk.
Pros
The price was good, but now I see why they charge so little.
Cons
They are constantly making poor decisions when designing updates. The last six months have been update after update that has made the platform harder to use for my agents.
Applying Custom Fields, an action that previously took 1 click is now hidden behind a collapsed panels.
Adding links is no longer a simple cmd+K macro. They replaced this standard keyboard command with their own internal "Command Pallet," which serves no use to our team.
They still don't have SLA support.
Amanda
- Industry: Health, Wellness & Fitness
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
5
Reviewed on 28/10/2023
Very Solid Ticketing System
Overall, we absolutely love the app. It has suited our needs perfectly.
Pros
Love that you can set up multiple mailboxes and have multiple emails routing in to one space. The ability to see when a customer has viewed an email is also particularly useful and the search option is perfect.
Cons
Keeps disconnecting from apps and support couldn't fix it. No desktop notifications which would be immensely helpful.
