Help Scout  

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Help Scout

Web-based help desk designed for a great customer experience

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Who is Help Scout For?

Created for companies committed to providing a delightful customer experience, Help Scout is used by businesses of all sizes - freelancers, authors, nonprofits enterprises, e-commerce, and SaaS.

Help Scout serves more than 3,000 customers in over 60 countries, including companies like KISSmetrics, Buffer, GrubHub, AngelList, Timbuk2, Wistia, Tattly, and Wine Library.

Read the full GetApp Analysis

Help Scout GetRank

Reviews
Integrations
Mobile
Media
Security

#5 in Customer Service

View full ranking
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15
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GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Help Scout Screenshots (7)

Help Scout 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.

Key Features of Help Scout

  • 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

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

No
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Help Scout Overview

Help Scout integrates with the following third party applications:
Klaviyio
AgileCRM
Sourcing.io
Talkdesk
Tropical.io
WooCommerce
FullStory
Segment.io
Hively
ScreenSteps

"Help Scout allows me to zip through email quickly by using shortcut keys, so responding to people is easy. And when my customers get an email response, it looks good, like something they'd get from a friend. (Unlike most other help desk software that spits out email that looks like a corporation produced it.) I feel like it's so clean and simple that it's almost as if Apple created their software. After I started using it, I was so excited that I personally emailed the founder and thanked him for making it." - Andrew Warner, Mixergy

"After trialling over 50 help desk and business email products, Help Scout 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." - Rich Peterson, Paraplanner
  www.helpscout.net

Specifications

Intended Users
Freelancers, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices Supported
Web-based
Supported Countries
Australia, Brazil, Canada, Europe, Germany, Latin America, Mexico, United Kingdom, United States
Supported Languages
English
Support Options
FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials
Certifications
Safe Harbor

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.

Help Scout User Reviews

Simplest HelpDesk Solution I've Used

Verified Reviewer  28th of October, 2014 19:35

Paul Yoder, Full Stack Web Developer and Founder of DonorElf
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.

Monkey See, Monkey Do

Verified Reviewer  28th of October, 2014 13:10

Ayca Miller, Experienced Business Development and Marketing Professional
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!

Fantastic Helpdesk Solution

Verified Reviewer  28th of October, 2014 10:35

Jordan Smith, Customer Happiness Engineer at Simply Charlotte Mason
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.

Help Scout brought light into our dark

Verified Reviewer  28th of October, 2014 09:40

Sarah Kirscht, COO bei Stuffle
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 :)

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

11th of December, 2012 10:43

Andre Tanguy
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.

"We are loving Help Scout"

3rd of November, 2012 10:37

Yoshi
We are loving Help Scout—our work flow has gone from broken to functional in the space of a day. It’s great :)

"We couldn’t do our support without them..."

22nd of October, 2012 10:37

Joel Gascoigne
We couldn’t do our support without them, and being good at support has helped us so much

"Awesome app and amazing team."

12th of September, 2012 10:37

Tyler Rooney
After trying just about every customer support app, we’re incredibly happy with Help Scout. Awesome app and amazing team.

"I love Help Scout."

8th of July, 2012 10:37

Bob Milman
I love Help Scout. I’m almost supporting an entire area myself (I have two people backing me up). I know I couldn’t do it without Help Scout.

"We really do like your service."

5th of July, 2012 10:37

Heather Seitz
We really do like your service. It’s finally a help desk that actually does just that instead of 1001 other things that just overcomplicate it (we’re still working through learning the best way to use it internally, but so far its the easiest solution we’ve ever tested.

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GetApp Analysis

Help Scout is an invisible, email-based help desk for companies who value their customers. A great customer experience thrives on effortless communication, and Help Scout facilitates this by focusing on creating conversations. One key feature of Help Scout is that from a customer standpoint, communication is personal. From the support side, you can manage multiple inboxes and brands, track and organize your customer’s conversations, add notes, collaborate with team members, and a lot more.

Help Scout’s features are deliberately designed to support the front line, helping your customer service team to provide excellent support. Some of these features are integrated knowledge base, real-time reports, workflows that filter emails and automate actions, saved replies, and collision detection.

Help Scout's user dashboard is clutter-free but packed with essential information, like customer data and conversation history, that are essential to deliver a pleasant customer experience.

What is Help Scout?

Help Scout is a web-based help desk with an intuitive interface that keeps all of your support requests in one place. With a robust API, real-time reporting, an integrated knowledge base, and features that enhance team collaboration, the end result is tailored to focus on what matters: your customers.

Help Scout's Conversation Report shows metrics such as the total number of conversations touched, number of conversations customers created, number of customers with created or updated conversations within a specific timeframe, average number of replies sent to customers, and the busiest day and time of the week.

Main Features

No Ticket Numbers

This design feature represents Help Scout’s core value: It’s about conversations, not ticket numbers. Customers don’t feel like they’re just a number or waiting in a long line. Instead of a corporate template, Help Scout’s email response layout is designed to be personal.

With Help Scout, the help desk platform is totally invisible to the customer, and conversations mimic the email experience.

Integrated Knowledge Base

Help Scout offers Docs, a knowledge base that you can install in just a few clicks. Everyone on your support team can easily create step-by-step articles and tutorials to help customers 24/7 and keep support requests to a minimum.

Creating articles in Docs is simple. You can create them from scratch, or upload existing HTML, Markdown or text files. Links, images, videos, and file attachments are all supported. With a simple style guide, content can be formatted in many ways from top to bottom. Once installed, you can also upload your company’s logo and instantly get a website that looks good on any device.

With Docs, knowledge bases can be created for customers, giving them the ability to self-service their issues before they get stuck.

Real-Time Reporting

Help Scout is equipped with real-time reporting, helping managers understand what’s happening on the support front, no matter the time of day. Viewed within the dashboard, Help Scout reports are categorized into four categories: Conversations, Productivity, Team, and Happiness.

Conversation metrics show the busiest time of day, conversations answered, number of customers, and more. Productivity focuses on the help desk’s efficiency metrics, such as time spent answering conversations, first response time, and resolution times. Team/User reports allow high-level insights into the metrics of each team member, such as the number of customers helped and the handle time. Happiness scores are derived from customer feedback to gauge the overall customer experience. Help Scout’s report filters (tag, folder, or conversation type) helps focus your reports on the data that you’re interested in.

Real-time reports give managers and business owners immediate at-a-glance insight into the effectiveness of their support efforts.

Workflows, Auto-Reply, and Saved Replies

Help Scout’s workflows function like Gmail filters or other email client rules. Workflows can both be manual or automatic. Automatic workflows are IF/THEN statements, where actions take place automatically when conditions are met, i.e., if a conversation has “billing” in the subject line, then it’ll be assigned to the appropriate person. The user can apply manual workflows at any time to a single conversation, or in bulk. Manual workflows require user action.

The “auto-reply” is a mailbox-specific feature that sends when new messages are generated, i.e., “Hey, we got your message and we’ll be in touch soon!” Everyone on the team can use Saved Replies (often called “canned responses”) to quickly answer common questions.

Workflows can be used to automate routine tasks such as route emails with certain words in the subject line to a specific department or team member, copy files, create tags, delete conversations, and others.

Collision Detection (aka Traffic Cop)

Whenever you work on a conversation in Help Scout, you see visual indicators that tell you if a colleague is working on the same task and what actions they’re currently performing, e.g., viewing or replying — a feature referred to as the Traffic Cop, which prevents duplicate replies from being sent. If someone has replied ahead of you, Traffic Cop allows you to review the updates and then gives you the option to send your pending reply as is, edit it, or discard it altogether.

Each message flagged by Traffic Cop is flagged in a Needs Attention folder located on the sidebar. Once the threads are addressed, the folder automatically disappears. Traffic Cop is on by default but, although not recommended, can be disabled upon request.

The Traffic Cop feature in Help Scout ensures the customer doesn't receive the same (or contradicting) responses from different people.

Integrations

Help Scout integrates with over 40 third-party applications that include AgileCRM, Capsule and Highrise for CRM, HipChat, Slack and Talkdesk for communication, Constant Contact, Infusionsoft and MailChimp for marketing, BigCommerce, Freshbooks and Magento for ecommerce and invoicing, and FullStory, KISSmetrics and Segment.io for analytics.

Pricing

Help Scout has one price with no surprises – $15 per user per month. They also offer a free plan that includes a maximum of three users and one mailbox. There are no email storage or processing limits on either plan.

Docs is offered at a flat rate, $25 per month, and not tied to any user accounts . Customer support is readily available for all customers, and there aren't any customization fees.

Bottom Line

  • Help desk solution where conversations with customers look like normal email threads
  • No more clunky ticketing portal and multiple logins for customers to get the support and information they need
  • Easy to set up and implement, no complex macros and training manual required
  • Clutter-free interface to keep users focused on delivering great service, as opposed to intricate software navigation
  • Straightforward pricing plan at a monthly $15 per user

FAQs for Help Scout

Below are some frequently asked questions for Help Scout.

Q. What are the main features of Help Scout?

Help Scout offers the following 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

Q. How much does Help Scout cost?

We have the following pricing information for Help Scout:

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

Q. Who are the typical users of Help Scout?

Help Scout has the following typical customers:

Freelancers, Mid Size Business, Non Profits, Public Administrations, Small Business

Q. What languages does Help Scout support?

Help Scout supports the following languages:

English

Q. What type of pricing plans does Help Scout offer?

Help Scout has the following pricing plans:

Free Trial, Freemium, Subscription

Q. Does Help Scout support mobile devices?

Help Scout supports the following devices:

We do not have any information about what devices Help Scout supports

Q. Does Help Scout offer an API?

Yes, Help Scout has an API available for use.

Q. What other apps does Help Scout integrate with?

Help Scout integrates with the following applications:

Hipchat, Capsule CRM, Highrise CRM, OnePage CRM, Pipedrive, PipelineDeals, Campfire, ClickDesk, Kato, Olark live chat, Slack, Snapengage, Userlike Live Chat, Bronto, Campaign Monitor, Constant Contact, Infusionsoft, MailChimp, BigCommerce, FreshBooks, Magento , Shopify, Kissmetrics, Mixpanel, Nicereply.com, Zapier, Hall, Talkdesk , Userlike Live Chat, WooCommerce, Segment , Google Apps for Work

Q. What level of support does Help Scout offer?

Help Scout offers the following support options:

FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials


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