Help Scout Pricing, Features, Reviews & Comparison of Alternatives

Help Scout Reviews

Help Scout

Web-based help desk designed for a great customer experience

4.84/5 (70 reviews)
1,716     8,782

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

Help Scout Reviews (70)

Latest reviews

 Help Scout is fantastic

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 ...

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Reviewed 5th of February by

 

 Completely changed our business - for the better

Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world. We're the only vet ...

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Reviewed 17th of November, 2016 by

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Help Scout Category Leaders

Reviews
Integrations
Mobile
Media
Security

#13 in Customer Service

View full ranking
61
15
16
8
11
11

#13 in Help Desk & Ticketing

View full ranking
61
15
16
8
11
11

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 (9)

Help Scout screenshot: Example ConversationHelp Scout screenshot: Collaboration ToolsHelp Scout screenshot: Knowledge base (Docs)Help Scout screenshot: Convo-1@2xHelp Scout screenshot: Prod-1@2xHelp Scout screenshot: Team@2xHelp Scout screenshot: Happiness@2xHelp Scout screenshot: Docs@2xHelp Scout screenshot: mailboxes-960px

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

Specifications

Intended Users
Freelancers, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices Supported
iPhone-iPad, iPhone, iPad, Mac, Web-based, Mobile Web App
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

Help Scout Pricing

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

From early to enterprise, we've got you covered. Plans range from Free to keep everyone on the same page, to Standard for automation features and reporting, to Plus for advanced reporting & features designed for large teams.

All Plans include 24x5 support, Unlimited volume & storage, iPhone app, 40+ third party integrations, and Annual payment earns you one month free!

Competitors Pricing

SupportBee

Starting from: $29.00
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Desk.com

Starting from: $20.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

HappyFox

Starting from: $29.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Users who visited Help Scout also visited

Key Features of Help Scout

  • 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
  • No ticket #'s, or robo-text
  • iPhone App

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.

Alternatives to Help Scout

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.

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.

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.

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.

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.

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.

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.

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

Videos

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 is trusted by 5,000 customers in 70+ countries, including Basecamp, Buffer, GrubHub, AngelList and Timbuk2.

Read the full GetApp Analysis

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