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.
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.
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- Industry: Professional Training & Coaching
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Excellent customer service software
Reviewed on 14/04/2019
I've used this for customer service for a website development company and a professional women's...
I've used this for customer service for a website development company and a professional women's organization and it's been amazing in both cases! Highly recommended.
Pros
Best features are internal notes and custom tags, traffic cop that stops the sending of your message of they've responded since you started writing, undo send, and able to see if surgery team member is working on that email already.
Also integrates mailchimp so you can see who is on your mailing list, and subscribe them if not.
Automated workflows based on custom parameters are incredibly useful, too!
Cons
Could have a more robust Zapier integration.
- Industry: Nonprofit Organization Management
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Help Scout helps out
Reviewed on 25/11/2020
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: Higher Education Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Great for small teams!
Reviewed on 28/07/2020
When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I...
When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I love that it can be used to send confidential documents securely, and I don't have to interact. It's a great timesaver that way, especially when the people on the other end are using it for the same reason. Yes, you can add more personality and humanity, but in my case, I like being able to work uninterrupted, and no one ever has to say "have a nice day" because all we're doing is sending documents. If you're looking for something a little more personal -- it can absolutely be used that way. The notes and chat functions are helpful, and Help Scout is pretty adaptable to whatever your customer service philosophy entails.
Pros
-Extremely easy to set up, add employees to, and use on a daily basis without hassle.
-Love the option to assign communications and update the status of them.
-Simple, straightforward design.
-Did I mention is was easy? Almost no training required.
Cons
-It would be nice to have more customization options. The simplicity is of appeal here, but the limitations are noticeable.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
The review
Reviewed on 22/08/2019
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 Suite- Industry: Computer Software
- Company size: 10,000+ Employees
- Used Monthly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
One of the best easy to setup customer support service
Reviewed on 18/12/2022
The overall experience was excellent, would definitely recommend their software as it does not...
The overall experience was excellent, would definitely recommend their software as it does not require much support during initial installation. Moreover, their features like email delivery, self-service, and live chat support have made my life easier.
Pros
I like the best that their initial installation requires little to no help. I was able to quickly set up the entire platform in no time, which is very unlike other help desk services that are difficult to set up and require a lot of permissions and time. They have managed to solve a problem with attention to detail and made their UI very intuitive in that respect. Their performance and response time for most of the tasks is excellent. It made my life easier, and I was able to track, organize and categorize all customer issues very easily. Moreover, the learning curve was very low for a CRM, and I was able to pick up most of their features within days, instead of weeks as compared to other market platforms.
Cons
There are a few minor issues that made my daily work a hassle, like providing a bigger picture of all the chat supports of the last 3 months or providing a birds-eye view like reports, and dashboards. They do generate reports, but those have not been so effective for me.
Help 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: $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 Software, Chat
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