Help Scout
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Help Scout Reviews & Product Details - Page 41

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Help Scout Overview

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What is Help Scout?

Help Scout is the go-to support platform for growing businesses. It's quick to set up, easy to use, and allows teams to manage all support interactions—whether through email, live chat, social media, or self-service—in one unified platform. With advanced tools for collaboration and organization, teams using Help Scout are able to assist 52% more customers. Those who take advantage of our AI features see an additional 36% boost in productivity. Plus, you can build help centers and embed support options directly on your website or app, giving customers instant answers and reducing support volume by 30%. It's no wonder Help Scout is a favorite among support professionals and customers. You can get started in just 15 minutes and become a power user within a day. Teams using Help Scout achieve 25% higher CSAT scores than the industry average and consistently surpass their metrics, helping more customers while delivering exceptional service.

Help Scout Details
Product Website
Discussions
Help Scout Community
Languages Supported
English
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Product Description

Help Scout is a customer support platform growing businesses use to manage all their customer conversations in one place.

How do you position yourself against your competitors?

Help Scout is the customer-first platform your whole team will love. For the last 12 years, Help Scout has been laser focused on the needs of growing businesses. We’ve ensured Help Scout is easy to set up and use—you’ll be having customer conversations in 15 minutes. Our pricing is simple and affordable for scaling teams. While other help desks and comms platforms built pricey, complex solutions for large enterprises, we focus on being the best choice for businesses that want to spend time on customers. Plus, we’re with you on the journey—our world-class support team is here for you 24/6, and we have award-winning education and classes to help you hone your craft.

Seller Details
Seller
Help Scout
Company Website
Year Founded
2011
HQ Location
Boston, MA
Twitter
@helpscout
11,816 Twitter followers
LinkedIn® Page
www.linkedin.com
250 employees on LinkedIn®
Description

Help Scout is a customer support platform designed to facilitate seamless communication between businesses and their customers. It provides tools for shared inboxes, knowledge base management, and customer engagement, enabling teams to deliver personalized and efficient support. With features like live chat, reporting, and integrations with popular applications, Help Scout aims to enhance the customer experience while streamlining support operations. More information can be found on their website at [helpscout.com](https://www.helpscout.com/).

Christopher I.
CI
Overview Provided by:
Christopher Im

Recent Help Scout Reviews

Fahim M.
FM
Fahim M.Mid-Market (51-1000 emp.)
5.0 out of 5
"One of the best support portal I ever used"
mail delivery was the faster like google mail. their documentation and blogs are super friendly.
Read more
Jonathan K.
JK
Jonathan K.Small-Business (50 or fewer emp.)
4.0 out of 5
"Using Helpscout since 2015"
Helpscout has been the cornerstone of our support team for nearly 9 years. We've enjoyed the smooth experience, custom workflows and constant deplo...
Read more
Verified User
U
Verified UserSmall-Business (50 or fewer emp.)
4.0 out of 5
"Clear and intuitive platform for managing multiple inboxes within the team"
I use this tool daily to manage our company’s integrated Google inboxes. The clean, well-organized interface keeps distractions to a minimum, makin...
Read more

Help Scout Pricing

Standard
$50.00
Per Month
Plus
$75.00
Per Month
Free
$0.00
Per Month
See all 3 Help Scout pricing levels
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Help Scout Media

Help Scout Demo - One unified platform
Handle all your 1:1 conversations and self-service support in one unified platform.
Help Scout Demo - Inbox
Respond to 52% more emails from the Inbox, with features to help your team collaborate, stay organized, and respond faster.
Help Scout Demo - Beacon
Give customers support wherever they are on your website or app. Guide them down a self-service path with help content, invite visitors to chat (never with a bot), or send proactive messages with Beacon.
Help Scout Demo - Docs
With Docs you’ll help customers answer common questions themselves in a snap while reducing email volume for your team by 30%.
Help Scout Demo - The customer-first platform, supported by AI
Use AI to draft, edit, and summarize, reducing response times while improving quality Teams using our AI features resolve 36% more emails.
Help Scout Demo - Easily analyze success metrics
​​Analyze team performance and monitor your most important success metrics in out-of-the-box or custom reports.
Help Scout is the all-in-one platform for delighting your customers. Simple-yet-powerful features allow you to handle incoming requests, give answers in an instant, and send messages beyond the inbox.
Play Help Scout Video
Help Scout is the all-in-one platform for delighting your customers. Simple-yet-powerful features allow you to handle incoming requests, give answers in an instant, and send messages beyond the inbox.
Help Scout is the all-in-one platform for delighting your customers. Simple-yet-powerful features allow you to handle incoming requests, give answers in an instant, and send messages beyond the inbox.
Play Help Scout Video
Help Scout is the all-in-one platform for delighting your customers. Simple-yet-powerful features allow you to handle incoming requests, give answers in an instant, and send messages beyond the inbox.
Email just got a whole lot easier with AI drafts! With the click of a button, AI generates high-quality replies to customer questions based off your historical conversations and help articles.
Play Help Scout Video
Email just got a whole lot easier with AI drafts! With the click of a button, AI generates high-quality replies to customer questions based off your historical conversations and help articles.
Need a simple way to give your customers the best support possible? Check out Help Scout, the simple, all-in-one customer communication platform.
Play Help Scout Video
Need a simple way to give your customers the best support possible? Check out Help Scout, the simple, all-in-one customer communication platform.
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Video Reviews

Review by Benjamin Albert C.
Help Scout review by Benjamin Albert C.
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I like how Help Scout has been evolving the app
Review by Jeremy G.
Help Scout review by Jeremy G.
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Clean powerful software that gets out of the way.
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407 Help Scout Reviews

4.4 out of 5
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407 Help Scout Reviews
4.4 out of 5
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4.4 out of 5
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Help Scout Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for Help ScoutQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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Sara S.
SS
Community Manager
Mechanical or Industrial Engineering
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Help Scout?

Their integrations with the other SaaS products we use, like Slack, and robust reports allow us to share our progress and needs with the rest of the company. At a glance, I can see who needs help. This allows me to quickly answer customers or assign an issue to another support team member who can take care of them better than I can. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Some things need to be done manually while the product is built-out. This is never a problem as it allows for customization and the HelpScout team is so responsive. Review collected by and hosted on G2.com.

Recommendations to others considering Help Scout:

Try it out! There is no obligation as it's a monthly subscription. Your customers will see benefits right away and then you'll never want to stop using it. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

HelpScout is a large part of our customer success program. It helps us stay connected and "wow" our customers with exceptional service. Review collected by and hosted on G2.com.

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Jamie M.
JM
Marketing Coach and Business Development Expert
Management Consulting
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Help Scout?

The simplicity for myself and my team, and the awesome support they've given, any time I've needed anything. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

The only thing i can think of is no native mobile apps, but it works on mobile browsers, and i prefer to let my team take care of the inbox anyway, so dont really need it mobile for me... :) Review collected by and hosted on G2.com.

Recommendations to others considering Help Scout:

give it a try, if you're looking for something that'll support clients, in an invisible way, this would be what I'd recommend for you... Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

Making life simple to support our clients

Traceability and accountability for tasks

SLA's too in the reporting so we can see that we're getting better each week and month in terms of responsiveness Review collected by and hosted on G2.com.

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Gabe S.
GS
Social Media Manager
Restaurants
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Help Scout?

Simple design, excellent customer service, great collaboration tools. Our team works remotely and has benefitted greatly from being able to improve how we communicate with our users. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Responding from the inbox can feel a little uncertain sometimes because we're not always 100% sure who will receive the email. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

We were attempting to respond to user questions through many different email addresses. Helpscout has given us a shared dashboard to see which accounts need attention. It has helped us to streamline where to direct users, which has helped us reduce the number of email accounts we were using, which made it easier for users to contact us whenever they have questions. Review collected by and hosted on G2.com.

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Scott M.
SM
Support & Operations Manager
Internet
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Help Scout?

HelpScout is precisely what our support team needs to manage our email support channel. The UX was designed well to ensure the experience is as easy and fluid as possible. New members to our support team are able to jump into the queue and start picking up tickets right away without spending time learning a complex system. The beta reports provide our team invaluable insights into crucial KPIs including most busy hours, staff productivity and more. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Would love to have the ability to respond to multiple support tickets at the same time Review collected by and hosted on G2.com.

Recommendations to others considering Help Scout:

If you're looking for a support tool to handle only email; this is your tool. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

Handling all incoming email support inquiries. Review collected by and hosted on G2.com.

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Ross T.
RT
Co-Founder and Director
Consumer Goods
More Options
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Help Scout?

Ease of use

Proactive Support

Great Features - especially the blocker that prevents sending the same email twice from different team members

Time saving Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Inability to switch boxes and assignees at the same time, but in the scheme of things, not a big deal. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

It's taken the pain out of emailing our customers.

Before Helpscout, we were all using a gmail inbox to handle our incoming customer enquiries. Emails got missed on a regular basis.

With Helpscout, that can't happen anymore. We now have 4 user accounts and we simply couldn't live without it.

Keep up the good work. Review collected by and hosted on G2.com.

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Rich P.
RP
Founder
Internet
Small-Business(50 or fewer emp.)
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Validated Reviewer
Review source: Organic
What do you like best about Help Scout?

After trialling over 50 help desk and business email products, HelpScout came out on top.

We love the user interface, the tone of the writing/labels/layout, the customer support, the pricing and the ease of use. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

The lack of a dedicated iOS is one thing that makes it hard for our business. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

We run an outsourced staffing business for financial service professionals. We need our email system to run well and be seen by the right people/staff. Being able to add notes and view progress is a huge benefit. Review collected by and hosted on G2.com.

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Corey O.
CO
Owner
Retail
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Review source: Organic
What do you like best about Help Scout?

I love the ease of use. Many help desk solutions are clunky and difficult to use/learn, not so with Help Scout. Our team was up and running in minutes and our customers now get better service. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

I would love to see a Facebook inbox integration. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

Our goal of Inbox Zero is now achievable with Help Scout. Review collected by and hosted on G2.com.

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