What is Help Scout?
Pros from reviewers
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Outstanding support team: Help Scout's support team is known for providing quick and relevant responses, ensuring users get the help they need when they need it
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User-friendly mobile app: The Help Scout mobile app allows users to serve customers even when they're away from their desk, ensuring continuous customer support
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Excellent email deliverability: Help Scout ensures that all emails and responses directly reach customers' inboxes, eliminating issues with email deliverability
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Effective customer service software: Help Scout is a reliable tool for managing customer service emails, providing a basic yet effective solution for businesses to handle their customer support management
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Affordable and straightforward: Help Scout is easy to set up, use, and is more affordable compared to other customer service software, making it a great choice for small to medium teams.
Cons from reviewers
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Limited server locations: Help Scout does not have UK or EU servers, which can pose a risk of data being passed to bad actors
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Inadequate reporting: The reporting feature in Help Scout could be improved to provide more detailed insights and enhance the daily management of support tickets
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Lack of ticketing system: Help Scout does not have a ticketing system, which can lead to missed or unanswered customer service emails when a large volume comes in simultaneously
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Expensive pricing plans: Help Scout's pricing plans can be a bit steep, especially for small businesses or startups.
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Limited features: Despite its effectiveness in managing emails and customer support, Help Scout lacks certain features such as the ability to snooze or schedule an email or response, create embeddable forms, and link social media
Main features
Starting Price
Free Plan
Harness the power of chat for your customer service
Maximize your efficiency with customizable workflows
Continuously improve your processes
Personalize your customer interactions with Mailbox Behaviors
Empower your customers with Docs, Chat, and Messaging
Starting Price
$25
/ user / month
Free Plan
No
Harness the power of chat for your customer service
Maximize your efficiency with customizable workflows
Continuously improve your processes
Personalize your customer interactions with Mailbox Behaviors
Empower your customers with Docs, Chat, and Messaging
How Help Scout compare to similar software?
Product
Price
$25
/ user / month
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
No available deal at the moment
Both Freshdesk and Help Scout are popular helpdesk platforms with dedicated user bases, but several key differences can guide you in selecting the right one for your business. One of the most significant differences lies in their pricing models. Freshdesk offers a range of pricing tiers, including a free plan for small teams, but charges per agent for its more advanced features. This model is beneficial for businesses that need access to a wide array of tools and don’t mind paying for each support agent. In contrast, Help Scout also charges per user but offers more straightforward pricing with all plans including core features like live chat and a knowledge base, making it potentially more cost-effective for teams focused on delivering personalized support without needing numerous add-ons.
If you’re considering a free helpdesk solution, it's essential to compare the free plan offerings of Freshdesk and Help Scout. Freshdesk’s free plan includes email and social ticketing, knowledge...
Help Scout
Comprehensive customer service platform
6 months free on the Plus plan on Help Scout
Save up to $300
Freshdesk
Customer service software to optimize your client communication
90% off the Pro plan for 1 year on Freshdesk
Save up to $100,000
When comparing Help Scout and Zendesk, there are several key differences that can influence your choice of customer support platform. One of the primary distinctions lies in their approach to customer communication and support management.
Help Scout is designed with simplicity and ease of use in mind, catering to businesses that prioritize straightforward customer interactions and streamlined support workflows. Its intuitive interface and focus on collaboration make it well-suited for teams seeking a user-friendly solution for managing customer inquiries and delivering personalized support.
On the other hand, Zendesk offers a comprehensive suite of support tools, catering to businesses of all sizes and industries. It provides a wide range of features, including ticketing systems, knowledge bases, live chat, and automation capabilities, making it suitable for handling complex support workflows and scaling with growing businesses.
Another significant difference between Help Scout and...
Help Scout
Comprehensive customer service platform
6 months free on the Plus plan on Help Scout
Save up to $300
Zendesk
Create a customer success support suite that is accessible and available to your customers at all times.
Help Scout and Intercom are both renowned customer support platforms, but they cater to different aspects of customer interaction and support management. Understanding the distinctions between these platforms is crucial when deciding which one aligns best with your business needs.
Help Scout is known for its straightforward, no-frills approach to customer support. It primarily offers features like shared mailboxes, a knowledge base, and live chat—all designed with ease of use in mind. This makes Help Scout an ideal choice for businesses that need efficient, reliable tools for direct customer support without the complexity of additional functionalities. Help Scout is particularly favored by small to medium-sized businesses that seek to maintain personal connections with their customers through a simple, user-friendly interface.
Intercom, on the other hand, provides a broader suite of products aimed not just at support, but also at sales and marketing automation. Intercom is...
Help Scout
Comprehensive customer service platform
6 months free on the Plus plan on Help Scout
Save up to $300
Intercom
Strengthen relationships with your customers with an online messaging system.
Who is Help Scout best for according to our reviewers?
E-commerce Businesses: Help Scout is reliable for managing customer emails in e-commerce businesses. Its mobile app is particularly valued as it allows for customer service even when away from the desk
Large Businesses: Large businesses have used Help Scout for many years due to its robust features. However, recent changes to the software, particularly the WYSIWYG editor, have left some users dissatisfied
Small to Medium Business Teams: These teams find Help Scout a great choice due to its simplicity and affordability. It is user-friendly and allows for excellent customer service delivery despite lacking some desirable features
Customer Support Teams: Help Scout is recommended for any business that requires customer support. Its straightforward ticketing system and ease of use make it a great aid in customer service
Educational Institutions: Help Scout has been used effectively in university departments to monitor customer enquiries and support requests. Its collaborative inbox feature facilitates easy communication within the support team, although it has some limitations such as lack of native phone and chat support tools.
Help Scout Reviews
4.3
Help Scout rating
4.7
Ease of use
4.7
Customer service
4.4
Value for money
4.3
Likelihood to recommend
4.3
Features
24 Help Scout Reviews
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Beverly M
A True Treasure
I have used several support tools over a decade of working with software and SaaS, and Helpscout is by far the best. We previously used Intercom, which significantly increased our prices after we had integrated everything, a move I found quite shady. Helpscout, on the other hand, has been excellent, often adding new features without additional costs or for a minimal fee. The core product is superb - simple, clean, and efficient. The mobile app functions well, the live chat is flawless, the knowledgebase is well thought out, and the reports are top-tier. I commend the team for their exceptional product.
September 17, 2024
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Linda M
Help Scout: A Lifesaver for Customer Support
I strongly recommend Help Scout for any business that requires customer support. I used to work at ActBlue as a support associate and found Help Scout's ticketing system to be more straightforward and less confusing than Intercom. It was easy to escalate and de-escalate issues. Being a people-oriented person, Help Scout was a great aid in customer service. However, I suspect that Help Scout works better with certain email addresses than others. For example, messages from older emails like hotmail, aol, or yahoo don't come across as clearly, which can make assisting our customers and clients challenging. I switched to Help Scout because it was less confusing, easier to use, and simpler to train remote workers on than Intercom.
September 9, 2024
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Mary
Reliable Platform, User-Friendly Interface, Sleek Design, and Simple Basic Operations with Help Scout
I've been using Help Scout for over ten years and despite encountering several issues this year, I chose to stick with it due to their exceptional customer service. The software is affordable and straightforward, and while it has its limitations, it's a great tool for tracking emails, offering a chat option for websites, and building a knowledge base. The interface of Help Scout is clean and user-friendly, and their customer service is unparalleled. I prioritize excellent customer service over fancy features, particularly with email providers. Help Scout also acts as a database for all my customer interactions, enabling me to retrieve all past emails with a customer by simply typing their name. However, it lacks a ticketing system, which can lead to missed or unanswered customer service emails when a large volume comes in simultaneously. Although it has a knowledge base, it's not as robust in terms of a customer service portal compared to other tools I've tried, like Freshdesk.
September 1, 2024
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Xander S
Exploring Coding Skills Enhancement with Help Scout's API and GDPR Legislation
I absolutely love how Help Scout encourages me to enhance my coding skills by providing an API for data export. It's a fantastic opportunity to write my own script and interact with every conversation and note. It's quite thrilling to know that their API has a rate limit, ensuring a balanced usage. I'm intrigued by the GDPR legislation aspect and it's great to have a chance to explore this further. I'm eagerly looking forward to them introducing a bulk export feature in their user interface. Currently, it feels like I'm deeply integrated into their system, which is a testament to how indispensable their services have become to me.
August 26, 2024
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Rebecca Rodriguez
Efficient Mailbox Management with Help Scout
Help Scout has been a game-changer for our team. It allows us to manage multiple mailboxes efficiently, ensuring no customer query goes unanswered
August 20, 2024
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David
Exploring the Features and Challenges of Help Scout: A User's Perspective
I've been using Help-Scout and I must say, it's a pretty neat and straightforward product overall, packed with some impressive features right off the bat. There are a few areas that could use some improvement, but they don't overshadow the overall experience. For instance, if you're a bit tech-savvy and have some coding knowledge, you can really make your knowledgebase articles stand out. It's a great way to customize and add a personal touch to your content. Exporting data can be a bit tricky, but it's not impossible. You need to connect to an API to export your documents and ticket history, which is a unique approach and can be a fun learning experience. Plus, it's rate-limited, ensuring the system isn't overwhelmed. If you're not familiar with this, don't worry! Their support team is always ready to assist you with a simple customer export (CSV). It's a different approach, but it ensures you get the best support possible. Their new document editing feature is quite innovative. It's designed to keep you on your toes, as it can sometimes randomly change elements on the page or remove bullet points. It's like a surprise challenge that keeps you engaged. When they first released it, it was a bit of a rollercoaster ride, but it was all part of the learning curve. It did affect my documentation process for a few weeks, but they were quick to resolve the issue. It's all part of the journey with a product that's constantly evolving and improving.
August 11, 2024
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Nicole Martinez
Appreciating Help Scout: A User's Perspective on Quality and Personalization
I've been a loyal user of Help Scout for several years now. It's a fantastic tool for basic support and crafting Help pages. What's more, it offers a unique opportunity to support multiple clients, although it comes with a slightly higher price tag. But hey, quality comes at a cost, right? One of the features I truly appreciate is the ability to personalize the coding, allowing me to create visually appealing documentation. It's like having a blank canvas to paint my own masterpiece! Yes, exporting data can be a bit challenging and may come with additional costs, but I see it as a testament to the platform's commitment to data security. It's like having a personal vault for all my valuable data. In fact, this feature has made me realize how much I value and rely on their platform. I wholeheartedly recommend Help Scout and am grateful for the years of service it has provided me.
August 6, 2024
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Donna F
Feeling of Neglected Ticketing System in Help Scout
I use Help Scout daily and find it reliable with most necessary functions. However, I believe there are now superior products available. It appears the ticketing system has been somewhat neglected in terms of new development, with only minor enhancements made to their beacon/messaging widget. I'm worried that only the email address passed to their widget is hashed, potentially allowing bad actors to pass fake or harmful data to support agents. Additionally, there are no UK or EU servers. I switched to Help Scout due to numerous bugs in the previous system.
July 28, 2024
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Larry D
Streamlined Workflow with Automated Responses
its intuitive interface and robust features have significantly streamlined our workflow. The ability to automate responses has saved us countless hours
July 22, 2024
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Heath M
Great Helpdesk, Zero Issues.
I've been fortunate to use Help-Scout on a free plan, which they continued to honor even after discontinuing free plans. We were so impressed with the software that we decided to pay for additional features. The software is incredibly easy to use and set up. After using it for 2 years, I've never encountered any issues or missed any emails. I'm a very satisfied customer.
July 15, 2024
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Christina Martinez
Effortless Functionality with Help Scout
I find Help Scout to be a robust customer service software beneficial for businesses of all sizes. Despite some potential drawbacks, its strengths are significant in aiding businesses to deliver excellent customer support. I admire its attractive and user-friendly UI and UX, designed by professionals experienced in customer care. Help Scout can be integrated into any company size and quickly shows metric improvements. However, I find its pricing plans a bit expensive, especially for small businesses or startups. Despite the cost, I switched to Help Scout.
July 8, 2024
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Harold Davis
Exploring Help Scout: A User's Perspective
My overall experience with Help Scout has been excellent. My team and I favor it over other ticketing systems due to its valuable tagging feature that enhances our ticket tracking. We also value the saved replies and its user-friendly interface. However, we find it restrictive that it doesn't allow us to add multiple email signatures within the same user, necessitating us to add multiple users. We primarily chose Help Scout for its ability to track and link tickets cleanly.
July 2, 2024
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Michelle B
Efficient Customer Support with Help Scout's Knowledge Base Feature
I appreciate the knowledge base feature of Help Scout. It allows us to create comprehensive guides and articles for our customers, reducing the need for repetitive explanations
June 25, 2024
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Christopher G
Solo User, Effortless Email Tracking.
We use HelpScout to manage multiple email addresses on our vessel, allowing several crew members to monitor various inboxes. The notes and tags features are particularly useful for organization. We plan to continue using it. However, I gave it 4 stars because the Android app needs an update - we can't use workflows on it like we can on the online version.
June 18, 2024
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Blythe M
Enhanced Efficiency: The Impressive Beacon Feature in Help Scout
I am particularly impressed with the Beacon feature in Help Scout. It provides real-time chat support, making customer interaction more dynamic and efficient
June 9, 2024
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Joan J
Excellent Starting Point for Customer Support
I found Help Scout to be a decent software. It was user-friendly and was our initial choice for customer service. It integrated well with apps like Mailchimp and supported multiple users. However, its ticket-oriented approach shifted our focus from customers to tickets. It also failed to integrate with our website, which was a letdown. Despite its advantages, we switched to Intercom for its interactivity, customer-centric approach, and direct website integration.
June 4, 2024
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Timothy Smith
Trustworthy Tool for Streamlined Customer Support
My team and I have found Help-Scout to be essential in improving our customer service operations. We value its easy-to-use interface and intuitive ticketing system that streamline handling customer inquiries and responses. Its collaboration features, such as ticket assignment and internal sharing of customer notes, have enhanced our team's communication. However, some may find its reporting and analysis features to be basic compared to other helpdesk tools.
May 27, 2024
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Bobby
Help Scout Boosts Customer Service with Insightful Reporting
I've been using Help Scout for several months now and it has greatly improved our customer service. Its reporting features provide insightful data that helps us improve our support strategies
May 18, 2024
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Aislinn
Embracing Innovation with Help Scout's Revamped Support Docs Editor
As a thriving large-scale business, we've been loyal users of Help Scout for many years. They've recently revamped their previously comprehensive WYSIWYG editor for support docs. It's a bold move that shows they're not afraid to innovate and shake things up. While it's a bit of a learning curve, it's an exciting challenge that's pushing us to explore new possibilities. It's so invigorating that we're now on the lookout for more platforms that can offer us this level of dynamism and growth!
May 13, 2024
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Matthew Davis
Help Scout: A Simple, Affordable Shared Inbox Solution for Small Teams
I consider Help Scout a great choice for small to medium teams who don't want a complex and costly Help Desk software. Although it lacks some desirable features, it still allows us to deliver excellent customer service. My 4-person Customer Success Team has been using Help Scout for over a year and it has been crucial in helping us provide high-quality customer support. It's user-friendly and our customers appreciate it as our emails appear as regular emails. The support team at Help Scout is outstanding, always offering quick and relevant responses. However, I think the reporting feature could be better and a few more features to enhance the daily management of support tickets would be beneficial. We chose Help Scout because it resembles a regular inbox rather than an overly automated ticketing system. It's easy to set up, use, and is more affordable. We switched to Help Scout because Gmail wasn't functioning well as a shared inbox.
May 7, 2024
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Garrison D
Managing Customer Support with Help Scout
I have found Help Scout to be an invaluable tool in managing customer support
April 30, 2024
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Christine A
Exploring Help Scout's Innovative Block Editor: A Fresh Approach to Content Creation
In the latest version of Help Scout, they've introduced an innovative block editor, replacing the previous WYSIWYG editor with HTML support. This new feature is a fresh take on content creation and editing. Initially, I found it challenging to modify my existing articles, but this gave me a fantastic opportunity to revisit and improve my entire knowledge base. Their proactive approach encouraged me to manually edit each article, enhancing the quality of my content. It's a brilliant way to keep things updated and I appreciate their constant efforts to innovate!
April 20, 2024
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Dylan W
Seamless Teamwork with Help Scout's Collaborative Features
The collaborative features of Help Scout are excellent. We can easily share notes and assign tasks, making teamwork seamless
April 16, 2024
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Gabriel
Help Scout: A User-Friendly Solution for Non-Tech Savvy Teams
The user-friendly design of Help Scout makes it easy even for non-tech savvy individuals in our team to navigate through it with ease
April 13, 2024