Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…
$20
per user/per month
Zendesk Suite
Score 8.3 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
We primarily chose HelpScout because they were an affordable, moderately robust, HIPAA compliant solution. All the other options (e.g. Zendesk, Freshdesk, Kayako, etc.) were out of our price range or did not provide the necessary features that our team has come to rely on.
Help Scout is a way better looking product. In the last two years they have stepped up their game. I hope to use their live chat soon. Zendesk is clunky and the user interface is terrible.
This is tricky because there's helpdesk apps and chat apps (now Help Scout offers both).
We first used just an email inbox (of course not scalable but we were very small), then we turned to Freshdesk, which was painful to use. It had some cool features but in general it was …
They all had their positives and negatives. For us, it came down to signing a BAA (Zendesk wanted $28,000 to sign one). We enjoy working with vendors who can support healthcare initiates such as we are building.
We did test out several other support desk tools before finally deciding to go with Help Scout. The main tipping point was the fact that Help Scout almost appeared invisible to the end user (our customer). To them, it just feels as if they are reaching someone via email, not …