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Help Scout

Web-based help desk designed for a great customer experience
(based on 14 reviews)
  • 4,331 followers

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Key Features

  • No ticket #'s, or robo-text
  • Looks like a normal email
  • Easy to use, no training manual required
  • Customer satisfaction ratings
  • Outstanding support, no matter plan
  • Integrated knowledge base
  • 40+ integrations with 3rd party apps
  • Real-time, best in class reporting
  • True multi-brand support
  • Auto-populated, editable customer profiles
  • Automated actions
  • Saved replies/ canned responses
  • Private notes
  • Collision detection
  • Track and record phone calls
  • 75+ keyboard shortcuts
  • Email integration - update conversations from inbox
  • Help Desk, reports, and Docs API
  • Bulk actions
  • HIPAA compliant

Screenshots

Screenshot #1 of Help Scout (Customer satisfaction ratings in Help Scout)
Screenshot #2 of Help Scout (Knowledge base (Docs))
Screenshot #3 of Help Scout (Collaboration Tools)
Screenshot #4 of Help Scout (Team Report)
Screenshot #5 of Help Scout (Productivity Report)
Screenshot #6 of Help Scout (Conversation Report)
Screenshot #7 of Help Scout (Example Conversation)

Overview

Help Scout scales like any other help desk software, but the customer experience is personalized like a normal email. Customers don't need to confront a clunky ticket portal or juggle login credentials just to get help. Help Scout's clutter-free features are designed to keep teams, small and large, on the same page. With best in-class-reporting, an integrated knowledge base, tons of integrations, and a robust API, Help Scout lets your team focus on what really matters: your customers.

What differentiates Help Scout from a typical help desk is the end-to-end user experience. Help Scout is completely invisible to the customer. Communications look just like a normal email thread and maintain the all-important personal touch. Your team can get up and running in minutes as there are no complicated macros to set up and no training manual required.

Help Scout is trusted by 3,000 customers in 60+ countries, including KissMetrics, Buffer, GrubHub, AngelList and Timbuk2.

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Specifications

Intended UsersFreelancers, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices SupportedWeb-based
Supported CountriesAustralia, Brazil, Canada, Europe, Germany, Latin America, Mexico, United Kingdom, United States
Supported LanguagesEnglish
Supported PlatformsGoogle Apps, Open API
Support OptionsFAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials
CertificationsSafe Harbor
Categories· Customer Service · Help Desk and Ticket Management · Customer Support · Startup solutions

Pricing

Starting from: $15.00/month
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Help Scout costs $15/user/month. There are no pricing tiers or customization fees. We also have a great free forever plan that includes up to 3 users, 1 mailbox and unlimited emails.

We offer outstanding customer support for all customers, including users on free plan.

Benefits

1. Completely invisible to the customer, communications look like a normal email thread.
2. Intuitive interface that gets out of your way so you can focus on helping customers.
3. Extremely easy to set and implement as there is no need to re-brand/create templates.
4. Powerful features and integrations allowing your support team to get to inbox zero faster.
5. Help Scout costs a fraction of traditional help desks.



Verified
Reviewer

Simplest HelpDesk Solution I've Used

Paul Yoder, Full Stack Web Developer and Founder of DonorElf28th of October 19:35

I'm a founder of a bootstrapped SaaS app, and only have 10 hours a week to work on it outside my full time job. That means I need a help desk product that gets out of my way and let's me quickly answer my users' questions and keeps track of what questions have been answered and what questions still need followed up on. I tried 4 or 5 different help desk products, and HelpScout was the simplest and its workflow made the most sense to me. I absolutely love how all the support tickets can be taken care of through email, and I don't have to login to the HelpScout app if I don't want to. I've been using HelpScout for over a year now, and recommend it to anyone looking for a simple help desk product.

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Verified
Reviewer

Monkey See, Monkey Do

Ayca Miller, Experienced Business Development and Marketing Professional28th of October 13:10

Help Scout has changed the way we handle Support request in an extremely positive way. I know that our emails to our clients are in good hands when going through Help Scout, and it's great that I can keep track of whether or not a client has read our responses and their reports and insight help us analyze what we do well, and what we can do better. There has been only one instance I can recall where Help Scout ran into a glitch, and they were immediately responsive and helpful with the situation. They were proactive in that they emailed their clients and informed us of not only what had happened, but of what to expect! Help Scout also writes extremely helpful blogs for any Client Service related business! I've learned a lot, and will continue to read these as their published. The subject line, "Monkey See, Monkey Do", is because it's clear that Help Scout follows their own advice when it comes to servicing clients and keeping them happy!

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Verified
Reviewer

Fantastic Helpdesk Solution

Jordan Smith, Customer Happiness Engineer at Simply Charlotte Mason28th of October 10:35

I am utterly enthused by HelpScout! It is fast, elegant, and even sometimes fun to use. Almost everything I need to serve my company's customers is included right there in the app. Plus it has a nice API that our webmaster has used to give me information from our online store about past customer orders.

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Verified
Reviewer

Help Scout brought light into our dark

Sarah Kirscht, COO bei Stuffle28th of October 09:40

Before we started using Help Scout almost 2 years ago we didn't have any numbers to track and analyze our support. Right now we can't image living without the reports and insights we get every single day. It helped us being so much better at helping our customers and realizing where we need to improve our app. Oh - and their blog is pretty cool, too :)

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"Thanks for a truly awesome piece of software..."

Andre Tanguy11th of December, 2012 10:43

The more we use HelpScout, the more we love it (and so do our customers!!) Thanks for a truly awesome piece of software that really is making a HUGE difference to our business.

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