Help Scout Reviews & Pricing

by Help Scout | Founded 2011, Boston, MA

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What is Help Scout?

Industry Specialties: Serves all industries

Help Scout's help desk software offers a streamlined solution for businesses seeking to enhance their customer support capabilities. It's particularly well-suited for small to medium-sized teams that prioritize efficient and personalized communication. Help Scout centralizes all customer interactions, including email, live chat, and social media, into a unified inbox, enabling teams to respond promptly and effectively.

Key benefits of Help Scout include its intuitive interface, customizable automation, and reporting features. Popular features encompass shared inboxes for collaborative support, pre-built templates for faster responses, and detailed analytics for performance monitoring. Compared to other help desk software, Help Scout is known for its user-friendliness and excellent customer support. Its pricing ranges from $20 to $65 per user per month, billed annually.

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User Sentiment i

Based on 654 reviews:

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#20

Help Scout is ranked #20 in the Help Desk Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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Help Scout Pricing

Based on our most recent analysis, Help Scout pricing starts at $20 (Monthly).

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Price: $
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Starting From: $20
Pricing Model: Monthly
Free Trial: Yes, Request for Free

Training Resources

Help Scout is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Help Scout:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Help Scout Benefits and Insights

Why use Help Scout?

Key differentiators & advantages of Help Scout

Easy Collaboration: Send private notes to teammates and discuss problems to find solutions together before replying to customers. Create a searchable library of frequently asked questions and insert them into replies in two clicks.
Deliver Instant Answers: Allow customers to access knowledge base articles from anywhere on the website with Beacon (virtual agent). Embed the knowledge base content on any web page, so customers don’t waste time searching.
All Time Availability: Work on any device including, desktop, mobile or tablet. Include SSL support on every site for free and offer peace of mind to customers. Allow customers to take advantage of configurable options and auto-generated sitemap for each article in knowledge base software.
Easy Escalation: Allow customers to start a live chat from where they accessed the knowledge base. Direct customer support request to email queue when live chat isn’t available. Offer choice to reach out from any mode of communication that works best for them.

Industry Expertise

Help Scout's industry expertise lies in providing customer support software tailored to small businesses and startups. Its user-friendly interface and affordable pricing make it an ideal solution for teams looking to streamline their support operations without breaking the bank. Help Scout's focus on shared inboxes, canned responses, and knowledge base management empowers teams to collaborate effectively and provide timely, efficient support to their customers.

Help Scout Reviews

Average customer reviews & user sentiment summary for Help Scout:

654 reviews

90%

of users would recommend this product

Help Scout has a 'excellent' User Satisfaction Rating of 90% when considering 654 user reviews from 4 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of Help Scout reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Intuitive Interface: User-friendly design simplifies navigation and ticket management, making it easy for support teams to get up to speed quickly.
Shared Inbox: Collaborative workspace allows multiple agents to manage tickets efficiently, ensuring seamless handoffs and faster resolution times.
Automated Workflows: Customizable automation rules streamline repetitive tasks, freeing up agents' time for more complex issues.
Powerful Search: Robust search capabilities make it easy to find specific tickets, customer information, and knowledge base articles, reducing time spent on manual searches.
Excellent Customer Support: Responsive and knowledgeable support team provides prompt assistance, ensuring a positive user experience.

Cons

Limited Customization: Help Scout offers limited customization options, which can restrict businesses from tailoring the software to their specific needs and branding.
Lack of Automation: Compared to other Help Desk Software, Help Scout lacks robust automation features, such as automated ticket assignment and escalation rules, which can hinder efficiency.
Pricing Structure: Help Scout's pricing plans can be perceived as expensive for businesses with a large number of agents or high ticket volume.
Limited Reporting Capabilities: Some users have reported that Help Scout's reporting capabilities are not as comprehensive as they would like, making it challenging to extract valuable insights and track performance.
Mobile App Limitations: The Help Scout mobile app has been criticized for its limited functionality compared to the desktop version, making it less convenient for remote or on-the-go support teams.

Researcher's Summary:

Help Scout, a popular help desk software, has received consistent praise from users in the last year. Many users emphasize its user-friendly interface, which makes it easy to set up and use, even for those new to help desk software. The software's intuitive design and customizable features allow users to tailor it to their specific needs, making it a versatile option for businesses of all sizes.

When comparing Help Scout to similar products, users often highlight its superior customer support and documentation. Help Scout's dedicated support team is highly responsive and knowledgeable, providing valuable assistance to users. Additionally, the software's comprehensive documentation and tutorials make it easy for users to find answers to their questions and troubleshoot any issues they encounter.

One of the key differentiating factors of Help Scout is its focus on email support. The software seamlessly integrates with email, allowing users to manage all their customer interactions from a single platform. This streamlines communication and improves efficiency, particularly for businesses that rely heavily on email support.

Overall, Help Scout is highly recommended for businesses looking for a user-friendly, customizable, and reliable help desk software. Its strengths in customer support, email integration, and intuitive design make it an excellent choice for companies of all sizes that prioritize efficient and effective customer service.

Key Features

Collision Detection: See who replies or views comments in real time. Allow users to collaborate internally via notes and @mentions. Use tagging to trigger automation and categorize conversations. Use saved answers for most common queries through two-click access. Automate all actions, create custom folders and send bulk replies.
Reports and Analytics: Measure team performance, monitor customer satisfaction rates and identify issues clearly to prevent complexities and issues without opening an Excel spreadsheet. Integrate the help desk platform with services such as Snap Engage and Olarkto. Store every chat automatically in the customer's profile.
Shared Inbox: Manage all support requests in a shared inbox. Get all the collaboration features such as multichannel support, notification, advanced search, mobile apps, satisfaction ratings and developer tools to stay productive and deliver world-class support.
Knowledge Base: Reduce support volume by 20% and encourage fewer conversations and happier customers with easy-to-add text, hyperlinks, images, tables, and videos to articles. Customize SEO details by selecting categories and adding related units.
Messages: Offer proactive support, engage leads and onboard new customers with trigger-based messages. Send SMS from any blog, website, store, or Beacon-installed app.
Customer Management: List customer data, app activity and previous conversations alongside every request to deliver more personalized and faster support.
Live Chat: Help customers find help center content or chat with agents easily from the same tool. Recommend resources depending on the pages clients view, so they don't waste time looking for answers.

Limitations

At the time of this review, these are the limitations according to user feedback:

Attached system freezes when customers try to drag and drop files. Lacks customization.
Reporting functions could be better and more detailed.
No way to snooze or schedule an email or create embeddable forms.

Suite Support

Email: Not available.

Phone: Not available.

Training: Not available.

Tickets: Not available.

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Awards

SelectHub research analysts have evaluated Help Scout and concluded it earns best-in-class honors for Integrations and Extensibility. Help Scout stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.