Help Scout Software


 

Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships.

Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal templates to manage. The solution allows users to create multiple mailboxes for each shared email address so that they can work across departments or manage several products/brands from a single account. The reporting feature helps users measure team performance, spot trends and monitor customer happiness.

Help Scout lets users see which emails are being addressed in real time, so that team members do not respond to the same customer twice. Users can also assign conversations instead of forwarding them to coworkers to eliminate steps in the process. 

 

Help Scout - User report
 
  • Help Scout - User report
    User report
  • Help Scout - Conversations report
    Conversations report
  • Help Scout - Dashboard
    Dashboard
  • Help Scout - Knowledge base
    Knowledge base
  • Help Scout - Mailbox folder
    Mailbox folder
  • Help Scout - Mailbox
    Mailbox
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

89 Reviews of Help Scout

 

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Software Advice Reviews (23)
More Reviews (66)

Showing 1-20 of 23

Kristina from Six Degree Talent
Specialty: Other services
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2017

December 2017

Awesome Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

After taking over mid-stage with a company that just launched their paid service with ALL kinds of customer service & payment issues, Help Scout was a saving grace and helped get a handle on each issue.

Cons

I honestly cannot come up with a con maybe other than a better integration with Infusionsoft however that may not have anything to do with them it may be restrictions by Infusionsoft.

Review Source
 
 

Sue from Praiseworthy
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Overall great. Would recommend to others.

Pros

Great reporting options
Easy to use
Awesome customer support team
Great search options
Easy to set up

Cons

Their help docs are often outdated. Also some of the features that stated were included ended up having a extra monthly charge.

 
 

Chris from Riskalyze
Specialty: Software / IT

April 2016

April 2016

Help Scout streamlines workflow

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

Saved reply's and search feature. Really enjoy how this increases productivity and workflow.

Likes Least

Help Scout doesn't refresh as often as I would like.

Recommendations

I would recommend trying out all the features as best as you can

 
 

Harrison from Riskalyze
Specialty: Software / IT

April 2016

April 2016

HelpScout is literally the best support software ever!

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Helpscout is so easy and intuitive to use. I love that there are saved replies so I can easily communicate, with consistent solid messaging, concerns over similar issues to my customer base.

Likes Least

I have yet to find something I dislike about Help Scout, no joke!

Recommendations

I've been using Help Scout for over a year now. I fell in love with it after one month. Give it at least one month and I'm sure you'll fall in love with it too!

 
 

Adam from Riskalyze
Specialty: Software / IT

April 2016

April 2016

Best Ticket Manager I have Ever Used

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Help Scout is fast and efficient. Everything works smoothly 95% of the time, and for the other 5% their support team is on it, making you aware of slow down + new features. I could not imagine running a support team of any type without Help Scout.

Likes Least

I have to stretch to think of a negative, but I have wished that we could get reports on the click-through rates for emails. Some mass email features would be nice as well.

Recommendations

I have looked at 5-6 other companies that offer similar, if not identical features, but no other company comes close to the sleekness. Their support is amazingly responsive, and you will not find a better product short of spending hundreds more! Could not suggest it more highly. :)

 
 

Jesse from Riskalyze
Specialty: Software / IT

February 2016

February 2016

Help Scout - a help desk that doesn't suck

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

First of all, Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way. The UI is great (especially since 2015) and the workflows are easy to learn and relatively powerful. Keyboard shortcuts are killer. But most of all, I love that Help Scout doesn't feel "heavy" or "dated". It feels modern, fast, and clean. And the support people are just plain awesome. Oh, and did I mention their blog posts?

Likes Least

Like many companies, they had to grow to keep up with their customer base - which is awesome! But some of their new hires weren't the greatest at support (ironic, eh?). Also, they've had a fair share of downtime recently, though they've been excellent at communicating and building confidence even through these rough times.

Recommendations

Besides making sure that the software you choose has the features you need, I'd recommend just trialing a few solutions and seeing how hard they are to pick up and use. I was able to learn Help Scout in about 15 minutes... can you say the same about another Help Desk? Also look into the KB options (Docs is pretty good, though missing some features I'd like to see) and you'll probably want to use the same solution for both your help desk and KB, since the integrations between the two are essential.

 
 

Scott from InVisionAp
Specialty: Software / IT

February 2016

February 2016

HelpScout - best support tool for email

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

From the apps I've tested, Helpscout has the best and simples UX. Easy to set up and use out of the box. It's just, well, simple.

Likes Least

Love the team at Helpscout. Only thing I was missing was tighter integration/native IM/phone support tools.

Recommendations

If you're looking for an email support tool, or email fist tool - look no further. This is the one!

 
 

Jeff from Riskalyze
Specialty: Software / IT

February 2016

February 2016

Organization and focus on delivering excellent customer service

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trusting them because I can believe them. I know that tells you very little of the product, but as leadership that's something that I really need. Other environments—blameshifting—I cannot stand and can't trust, believe, or hope that they'll hold true to their promise. We're leaving another vendor for that reason.

Their system is very responsive, quick, simple, and easy to learn. There aren't too many bells and whistles which simplifies my life when onboarding new teammates. Their docs are well written and engaging.

Likes Least

The vendor is great!

I'd say a better or more thorough live chat & phone integration would be great. We communicate with customers via email, phone, live chat, and Twitter. It's hard when all these are fairly decentralized. Help Scout *does* have a live chat integration (which we use) and we can forward VMs to Help Scout (which is great). But if you're looking for tracking call length, live chat length, or some of the other nifty metrics in one central place, you'll need to use Excel or a Google Sheet. Or use everyone's API to feed into your own system.

Recommendations

Talk with them. They are real people. They'll tell you where they are good and if you need to look elsewhere for what you need.

They do email really, really well. I am stoked that we get to use them.

 
 

Roxanne from Roxanne Oates VA Services
Specialty: Consulting

July 2015

July 2015

Great way to centralize your support inbox

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

I love how you can have one place to answer emails and assign to another agent. It's very easy to use and intuitive but they have tutorials to help as well.

Likes Least

I honestly do not have something that I don't like about this at this time.

Recommendations

If you have multiple users checking the same inbox, this is the perfect tool to keep everything (and everyone) on track. You can easily and quickly assign to other agents....I also forgot that this can integrate with Infusionsoft so it's nice to be able to view the contact record and go straight to it within Help Scout.

 
 

Kiersten from Prep Obsessed
Specialty: Retail

March 2015

March 2015

Help Scout is great for teamwork

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

 
 

Mary from CFO Scoeboard
Specialty: Consulting

February 2015

February 2015

Great support system

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

 
 

Nina from Prep Obsessed
Specialty: Retail

February 2015

February 2015

Help Scout saves time and money!

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Andrea from Mixergy.com
Specialty: Other

February 2015

February 2015

A great Customer Service tool

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Josh from Litmus Inc.
Specialty: Software / IT

February 2015

February 2015

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

Ease-of-use

Functionality

Product Quality

Customer Support

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).

 
 

Zach from Tuna Traffic
Specialty: Advertising

February 2015

February 2015

Quality support, software continuing to make improvements

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

 
 

Mikaela from Tuna Traffic
Specialty: Other

February 2015

February 2015

Fairly New to Help Scout

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

 
 

Lisa from Tuna Traffic
Specialty: Other services

February 2015

February 2015

Great Help Desk for Teams!

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Danielle from Litmus
Specialty: Software / IT

February 2015

February 2015

Simple, easy, powerful support software

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Corey from Prep Obsessed
Specialty: Retail

February 2015

February 2015

Help Scout help us achieve inbox 0

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Gabe from Bible.org
Specialty: Non-Profit

February 2015

February 2015

Help Scout is great

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 
 
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Showing 1-20 of 66

Jeff from Recruiters Websites

January 2018

January 2018

Great Customer Support Ticket System

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Helping customers with support tickets via email. And creating support ticket form and knowledge base pages.

Pros

Help scout is easy to use. Tickets are easy to assign and manage. Setup is a breeze. And support is quick to reply. I also like all the integration options.

Review Source: Capterra
 

Melissa from YNAB

January 2018

January 2018

Love Help Scout

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I love all of the features that Help Scout offers. We're a growing CS department and it's scaled with us quite nicely. Our Developers are able to customize is for us and it's quite easy to use.

Cons

There are only a few things I don't like about HS. The main thing is that it would be nice to make article formatting easier to use with out HTML. And, it would awesome if they implemented a live chat feature, so we didn't have to use Intercom in addition to HS.

Review Source: Capterra
 


January 2018

January 2018

Tricky setup but smooth once implemented

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Quality
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Support

Good tracking and organization of support request and creation of help pages.

Pros

Great features, organization and help pages to easily keep track and follow up customer support requests.

Cons

Tricky to setup, some technical knowledge required. It took me a while to get used to it and I while it got the job done, I never really loved it.

Review Source: Capterra
 

Larissa from Springboard
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

Everyday use for support of prospective users on an educational website.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Support

An easy, quick way to provide support for all prospective students who come to us wanting information on our product.

Pros

Its User Interface, it is extremely simple and friendly. It's also fun, the little messages whenever you have a clean folder is always a great pick me up throughout the day.

Cons

Its search engine, when trying to pinpoint specific tickets with certain filters, the filters sometimes do not work and fail to give a filtered search that's helpful towards finding context on a specific issue that's been handled before.

Review Source: Capterra
 

Jake from Color Nutrition
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2017

December 2017

Easy customer support mailbox management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Pros

Very easy for a team of 3-4 to manage incoming support tickets. Reporting is equally easy and makes it manageable to track progress over time.

Cons

The "knowledgebase" sites you can build with Help Scout simply aren't up to par with competitors. If you care more about your knowledgebase articles than your support inbox, I'd go with a different solution.

Review Source: Capterra
 

Kirsten from Kirsten Tonja International

December 2017

December 2017

Help Scout is efficient, easy to use, and dare I even say...fun!?!

Ease-of-use

Functionality

Product Quality

Value for Money

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Pros

I'm a huge fan of Help Scout. Everything works fluidly as it is supposed to, of course! Reassigning is a breeze, replying is a breeze, and definitely not getting those ridiculous forward of forwards mentioned by another reviewer is priceless. I have never had any glitches and I feel like Help Scout goes out of its way to NOT waste my time. Yay!

Review Source: GetApp
 

Lindsey from Mirasee
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

Powerful and Easy to Use!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Support

Ease of use, overview of mailboxes and emails, time-saving shortcuts

Pros

Love seeing all message threads with the contact to the right when an email is open
Like being able to star certain boxes so they show up first
Love being able to have stored replies
Like being able to keep notes that you can see at a glance upon opening an email

Cons

Don't like that it sometimes takes a bit for the numbers to refresh in mailboxes, from time to time.
Don't like that you can't order or resize the starred mailboxes
Don't like that multiple addresses for the same person aren't flagged somehow

Review Source: Capterra
 

Rocky from HeyItsRocky

October 2017

October 2017

Help Scout does one thing really really great

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Ease.

Pros

It was incredibly easy to set up. We migrated out of Zendesk to use Help Scout, and my team's eyes lit up from how intuitive it is to use. I even had non-coders building workflows to make email management easier.

The best is when I asked their support about integrations and other fancy- and they told me that it's not in their vision. They want to build the best email support desk, period. And it's really really good!

Cons

There's a lot of integrations that aren't built in. Which, it's not a game breaker. Do you REALLY need your toaster talking to Help Scout?

Review Source: Capterra
 

Courtney from Bend electric biked
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Made it easy to manage email

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Usability
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Product Quality
Quality
Value for Money
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Support

Better communication.

Pros

This improved communication with our group and made having two locations much easier. Documentation is also clear.

Cons

The phone application is probably the least favorite part of helpscout. I'm able to use the desktop most of the time so I don't use it all the time.

Review Source: Capterra
 

John from The Bend Tour Center
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

Help Scout transformed our intra-office communication moments from chaos in motion to ballet.

Ease-of-use

Functionality

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Value for Money

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to keep it simple..streamlined staff communications on everything from emails to phone call messages to intra-office project coordination and much more. Did I mention not having to get emails about emails that were about a forward of an email that was a forwarded email snippet...yep

Pros

I no longer get an email about an email that is about a forward of an email which was originally about an email that was about an email that was forwarded regarding an email that was sent.


Exactly..we have all had the pleasure of deciphering the shortened email snippet, forwards and the references to email threads that are broken but with Help Scout I now see it all..and see when..and where ..and who..Yep.. order to the choas of my many "conversations". And ohhhhh sooo much data hygine..i agree a terrible phrase but such a critical thing for any serious business. This includes a robust beyond belief search and filter feature. For those who appreciate effecient shortcuts and cross refereneced data points...yep tags..and filtering by tags as well. The bane of my existence is also the best feature which is the timeline transparancy that Help Scout brings. We all know who touched what when so we can not step on toes and if we try they put in the "traffic cop" feature to prevent unprofessional duplicate customer touches. Additionally, you can use Help Scout to assign voicemails to staff individual to deal with if your voicemail service offers emailed transcription forwards. Our staff also create conversation for intra office communications all the time to document timelines and details for reference later if needed. HS has helped us track everything from maintenance service logs to customer complaints and staff schedules.

Cons

This is only a tough question and one I would suggest come first when reviewing since after listing all the things i love and enjoy it helps me block out the uglier bits and pieces.. Besides some of the android app glitches that are more annoying than crisis creating I am still hard pressed to find many cons about using HS this past 2 years. has had a "negative" impact on my work communications besides the timeline busting myself for something

Review Source: Capterra
 

Diana from Springboard
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

It is a great place to get my work done!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Support

I get my work done in less time and it's totally more proactive than the previous tool we used!

Pros

Besides the fact I can assign emails to my teammates or other inboxes of other departments - the tagging and automated triggers make my life so much easier!

Cons

I think this is kind of irrelevant, but the fact I can't change the font and the color of the text is sometimes a problem.

Review Source: Capterra
 

Matthew from Comprehensive Web Designs
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Helpscout

Ease-of-use

Functionality

Product Quality

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Value for Money

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Pros

Very easy to use, has unlimited users, simple, has mobile apps, and everyone's signature can be uniform.

Cons

No app integrations, barely any help center, don't like the way the contact form looks, no phone or live chat support.

Review Source: Capterra
 

Tessa from JM Bullion
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2017

April 2017

Awesome Bonus--Help Scout's Email Newsletter!

Ease-of-use

Functionality

Product Quality

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Value for Money

Ease-of-use
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Help Scout is easy to use, has some great metrics, makes organization a breeze, and allows companies to standardize email responses. But in all honesty, my favorite thing about Help Scout is the weekly newsletter they send out via email. It may be more or less often than weekly, I'm not entirely sure; however, I just love it! I almost always read the entire thing. It focuses on one topic, it's always helpful, and it's often strangely timely so far as what's going on in my professional and/or personal life. I've found it really useful. Indeed, two Christmases ago, my list included multiple items I learned about one of Help Scout's newsletters!

Pros

The email newsletter.

Cons

How sometimes emails end up being responded to by multiple agents because they aren't automatically closed out.

Advice to Others

None I can think of at this time.

Review Source: Capterra
 

Dustin Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Help Scout is fantastic

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Quality
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Support

Been using Help Scout for years. The main reason I went with them over others was the still small business feel you can give your customers even with dozens of employees being involved in customer interaction. The tickets are silent to the customer, unlike many other products which a customer is nothing more than a ticket.

Pros

- Easy interface
- Lower learning curve
- Continually improving
- Good customer support
- All cloud based

Cons

- Per-user costs can add up

Advice to Others

I recommend you try it, it's a great product.

Review Source: GetApp
 

Jeff from Riskalyze
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Terrific product. Great UI. Does lack on the integrations

Ease-of-use

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Value for Money

Ease-of-use
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We've used Help Scout for several years. It's been a great product, really served us well. One of their best features is actually their marketing and weekly (twice a week now?) blog posts on Support, Marketing, and other related fields.

Pros

Super easy UI. I don't have to train newbies on using Help Scout for more than 10-15 minutes. It's that simple to use.

VERY customer focused. It's not about a bunch of bells and whistles that are flashy fish hooks only intended to get bought by fishermen but not actually catch fish. Their product signs for the customer and the Support rep in it 8+ hours a day.

Cons

The lack of integrations. They just rolled out with a Salesforce integration, but lack integrations in other areas. Also, they're primarily focused on email so tracking chats and calls aren't that helpful...you would need to drop that data into Redshift, Gooddata, Domo, etc. to get much functionality in it. So unless you do that, you're stuck compiling a bunch in Google Sheets.

Caveat: if all you do is email and maybe chat, then this product is everything you need and more.

Advice to Others

Definitely. Review Zendesk and a couple other offerings, but Help Scout is fantastic for small and medium teams. Where Zendesk shines with their management level controls and granular options, they fail in the actual UI and "using it every day" area. Help Scout is the inverse.

Review Source: Capterra
 

Lucas from GoWP

February 2017

February 2017

Easy to use, flexible, and great support

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We've been using Help Scout for ticket management for about three years. Prior to Help Scout we had used several others, most notably Zendesk. We found that Help Scout was the easiest for our team to use, while still providing a good set of features for customization. The support team at Help Scout has been fantastic as well; they've been very receptive to feature suggestions, quick to resolve what few issues we've encountered, and every contact with them has been a great experience. That last part is important; I personally deal with the support teams of a dozen or so vendors on a regular basis and sometimes the lack of attention to detail and reading comprehension in level 1 support is astounding. Very refreshing!

Pros

Easy to use.

Cons

No android app, but the web app is still quite functional on a small screen.

Review Source: Capterra
 

Omar from Sibly

January 2017

January 2017

Easy and Powerful

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Our work became much more efficient ever since we started using Help Scout for our customer support. I love their ticketing system and the ability to assign tickets to different employees and write internal notes. I also love their saved replies feature that could include variables such as the name of the customer.

Review Source: Capterra
 

Cammy from ProjectNfinity
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2016

December 2016

Move over Zendesk, I now love Help Scout!

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They make it simple to set up to run a small support team. Creating docs are as easy as creating a blog post too. Having one inbox for all the team to attend to is also helping us, and for sure others who are using this. And of course, the saved replies save us a lot of time. Move over Zendesk, I now love Help Scout!

Pros

It works much more like an inbox.
Logical ticketing system.
Set up one inbox that could be managed by multiple people (Even their FREE plan has this!)

Review Source: Capterra
 

Carl from Camna, LLC
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2016

December 2016

Best Customer Support Software with the Best Customer Support

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Having tried or reviewed every customer support solution we could find, we have found Help Scout to be the best solution because of it being as simple to use as regular email, yet powerful enough to handle all of our company's communication. Help Scout is the key tool we use in our web development and hosting business, handling all of our client communication and allowing us to easily discuss requests internally, pass around messages, and provide quicker response times to our clients while making our lives easier.

Additionally, the customer support Help Scout provides is the best we've ever seen. They are super friendly, very quick to respond, and understand requests the first time. They are the model for customer support, and they even blog regularly about how to provide great customer support with very useful tips.

Review Source: Capterra
 

Mike from Frogbox

December 2016

December 2016

A great tool for organization!

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We use Help Scout on a daily basis to receive, track and send emails to countless customers. It's a great tool that helps us stay organized!

Review Source: Capterra
 
 
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