Help Scout Software


 

Launched in April of 2011, Help Scout is an innovative web-based help desk solution that helps small businesses or small teams within larger organizations better manage their customer relationships. With Help Desk, businesses have a scalable, user-friendly way to offer personal, timely customer support that fosters a real, successful relationship between the company and its client base.

Help Scout is unique in that it's not visible to the customer. It's been designed to look just like a personal email - there are no ticket or case numbers or impersonal templates to manage. The shared inbox ensures that nothing slips through the cracks. It also makes the software easy to install and utilize; there aren't any forward-facing areas to design and manage, users simply create a mailbox. There are no templates to customize and no complex functions to automate. 

There are a few features that we really like. To improve team collaboration, Help Scout lets users see what emails are being addressed in real-time so that team members don't respond to the same customer twice. Users can also assign conversations instead of forwarding them, making sure all issues are addressed in a timely manner and nothing goes missing. 

Help Scout searches online for customer's public profiles and pulls photos, contact information and demographic data, recognizing that their social profiles (Twitter, LinkedIn) often provide additional visibility into their needs. It also shows all their previous conversations with other members of your team.

Help Scout is suitable for a number of industries and is an especially great fit for online retailers or software companies with support teams of anywhere from 2 to 30 people.

 

Help Scout - Conversation Thread
 
  • Help Scout - Conversation Thread
    Conversation Thread
  • Help Scout - Conversations Report
    Conversations Report
  • Help Scout - Staff Report
    Staff Report
  • Help Scout - Email Inbox
    Email Inbox
Supported Operating System(s):
Web browser (OS agnostic), Mac OS

14 Reviews of Help Scout

Showing 1-14 of 14

 

from Prep Obsessed
Specialty: Retail
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Help Scout is great for teamwork

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Likes Best

We no longer lose track of unread messages! Assigned messages help clear the main inbox for others. The traffic cop feature and being able to see who is already in a message alleviates the issue of multiple responses to one customer. The HelpScout blogs have been insightful and extremely beneficial in the growth of our customer service practices.

Likes Least

From time to time, the messages we've sent have ended up in a SPAM inbox for vendors and customers due to filters.

Recommendations

Give it a try. Take the time at least find out what functions would make your day easier - utilize the notes and assignment options. In the end, see if it's the right fit for you.

 

from CFO Scoeboard
Specialty: Consulting
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Great support system

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Likes Best

Easy to navigate and user-friendly. Immediate forwarding to personal email.

Likes Least

Not a visually striking website. Although the website is easy to navigate, adding some color would make icons easier to identify.

Recommendations

This is helpful and useful in allocating tasks among team members.

 

from Prep Obsessed
Specialty: Retail
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Help Scout saves time and money!

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Likes Best

Help Scout makes lost messages a thing of the past. We frequently forgot to mark messages unread when they were not dealt with and lost track of customer issues because of it. We love the assigned messages option and being able to maintain multiple users at one email address.

Likes Least

Would love to see a mobile app - I could definitely be much more productive if I didn't have to always have a computer to help customers or 'close' junk emails.

Recommendations

Free trials exist for a reason. If you're not sure, try it! And try the others too! We tried a few other programs prior to Help Scout, both paid and free. One particular program had too many bells and whistles. It was a distracting layout and not user-friendly. Help Scout is the opposite of that. The plain layout helps to keep you focused on the task at hand, increasing productivity and leaving more time for additional tasks.

 

from Mixergy.com
Specialty: Other
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

A great Customer Service tool

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Likes Best

I love the user-friendly interface and the ability to create saved replies for quick and easy replies to commonly asked questions or common issues.

Likes Least

I would like for there to be a "Sent" folder to quickly refer back to the most recently sent emails.

Recommendations

I don't really have any recommendations; you just need to give it a spin.

 

from Litmus Inc.
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Perfect Helpdesk software - everything you need for quick, enjoyable workflow

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Likes Best

I like the workflows that are easy to set up and customize on the fly, mixed with the customer pane that pulls up additional customer information. It's also very quick - zero friction from waiting for page elements to load.

Likes Least

The only complaint I had was fixed by HelpScout a few months ago!

Recommendations

It is easy to use, easy to set up, and makes you better at your job. I used Zendesk for a year prior to HelpScout, and HelpScout is far superior for companies our size (~35 employees).

 

from Tuna Traffic
Specialty: Advertising
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Quality support, software continuing to make improvements

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Likes Best

I like the ease of receiving support requests and delegating tasks. They also continue to make improvements to the software.

Likes Least

I'm unable to delete customers. There's no easy way to clear out old tags.

Recommendations

It works great for our team of 5-15. It may be difficult to manage without some other form of automation for a larger team.

 

from Tuna Traffic
Specialty: Other
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Fairly New to Help Scout

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Likes Best

I find Help Scout very easy to use and to organize support tickets. It's easy to tag items and assign them between team members in order to get needed information or accomplish different tasks for the client.

Likes Least

I wish it were a feature of Help Scout to assign a deadline to a task and have reminders a certain number of days in advance for those. Currently, we are using tags to assign deadlines, but it would be nice to have a way to set a hard deadline.

Recommendations

Don't be afraid to assign tasks around to other team members (if it works for your team), as that is the easiest way my team has found to accomplish different tasks. It brings your teammate's attention to a task more readily than simply emailing or chatting them a question.

 

from Tuna Traffic
Specialty: Other services
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Great Help Desk for Teams!

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Likes Best

There are so many great features within Help Scout that choosing only one reason why I like it is hard! The new reporting features have to be my favorite. I manage the conversations that come in through HelpScout for my company, and being able to view the different reports is invaluable. Especially with the new Happiness Reports, we are able to meet our clients needs in a non-intrusive way.

Likes Least

My company has been using HelpScout for the past year, and there have only been a couple times where we have run into issues. The biggest issue for me was not being able to change a customer for a particular conversation. We have employees that frequently email in requests from clients, so they would be stuck as the customer not our actual client. I reached out to support and they took note of my request, and later last year they fixed the issue!

Recommendations

HelpScout is a great product that I highly suggest people check out for their teams. From the clean layout to the functionality, our team is able to work efficiently and effectively.

 

from Litmus
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Simple, easy, powerful support software

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Likes Best

Help Scout is easy to set up and use, and you can be up and running within 10 minutes. Their staff is also very welcome to feature requests and are quick to respond if you have a problem or question with the app.

Likes Least

Lack of foreign language translation within the app. Currently we have to copy and paste content from our non-English speaking customers into Google Translate and I wish this was in the app directly.

Recommendations

I recommend having a Gmail/Google Apps email set up first, with your domain, SPF record, etc already set up. This will make it easier for you to get running and to make sure your emails work well and don't encounter any spam issue.

 

from Prep Obsessed
Specialty: Retail
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Help Scout help us achieve inbox 0

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Likes Best

When we were just using Gmail, there was a constant fear that a customer would be missed or that an email would be marked read that wasn't dealt with. We no longer have either of these problems.

Likes Least

We do wish that Help Scout integrated with our Facebook page's inbox.

Recommendations

We looked at a lot of solutions that were really too bulky and cumbersome for us. Help Scout has great features that we can use and not a lot of other stuff that we wouldn't ever touch.

 

from Bible.org
Specialty: Non-Profit
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Help Scout is great

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Likes Best

It's pretty simple to use and it helps you stay on top of several inboxes at the same time. The design is excellent and the account creation and management is very easy to use. The customer service is excellent (as you might expect!) And the system is very reliable.

Likes Least

The setup is a little tricky, and I don't really feel like the "reply from your email" system they tout is as good as I would like it to be. Some of our staff members have had trouble adding Help Scout into their workflow so they're not taking full advantage of the system. This is probably not all Help Scout's fault, but it does indicate some degree of a learning curve since it's different than traditional email.

Recommendations

I think it's excellent help desk software, but don't expect it to do more than it's designed to do. Try it out for a few days with your team and see if it's a good fit for you. It's helped us tremendously, but you may find other options that are a better fit for you.

 

from Mixergy
Specialty: Media
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Help Scout is truly helping us manage our general email addresses

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Likes Best

The product is very easy to use. And Help Scout's support is top-notch!

Likes Least

There isn't anything I don't like about Help Scout. The app is great!

Recommendations

We also looked at ZenDesk and chose Help Scout based on usability and price.

 

from CFO Scoreboard
Specialty: Software / IT
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

An excellent, lightweight, streamlined, modern helpdesk solution

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Likes Best

First, Help Scout gets major brownie points for "eating their own dog food" -- they are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it.

Aside from that I love how Help Scout does itself in fact deliver a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact they believe they are emailing directly with me. Transactions are fast and lightweight, there are not many bells and whistles to complicate the process and slow down the support workflow. Help Scout made the hard decision to not allow custom fields on tickets, and while this at first seemed limiting, it has in fact allowed us to handle the ticket queue much more quickly, due to much lower overhead.

For delivering quick and helpful email support, I can't imagine a much better way to bullseye the task than using Help Scout. We've been very satisfied with it.

Likes Least

The Docs section of the product is a little bit underdeveloped, but adequate. It would be nice in that area to have more cohesion the way you'd typically find in a generic content management system (e.g. Wordpress). For instance, currently it isn't possible to move an article from one collection to another -- you have to copy its contents, re-build it on the other side, and delete the original.

That is my main complaint. In spite of that we have a full internal and external knowledge base hosted with the Docs feature, and it is adequate for our needs, if not exceptional.

Recommendations

Pay attention to whether the bells and whistles offered by others are really things that you need. We were using Freshdesk before, and while it is a bit of a Swiss Army Knife, we were only using about 1/4 or 1/3 of the features the product offered. Help Scout takes a very different approach -- they've made the product about as light and streamlined as it can be (should be) for most small support operations. Give it a test drive and you'll probably see whether it provides enough meat for your support team or not. For most, it will probably be great.

 

from Oceans HQ LLC

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Help Scout is a fantastic customer support product that has become integral to our business. The 'invisible' help desk approach enables us to provide personalized support - something our customers respect, and has also enabled us to close more sales by converting our 'support service' into a revenue engine. On top of providing an exceptional product, the Help Scout team is responsive to feedback and they provide exceptional support themselves.

 
 
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