What users are saying about
4 Ratings
43 Ratings
4 Ratings
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Score 7.6 out of 100
43 Ratings
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Score 8 out of 100

Likelihood to Recommend

Chat2Desk

It is one of the best tools which links messenger on the desk application for easy interaction with customers and sort out their issues or queries.It is highly successful and helpful for small and mid-size firms to handle after-sales service. We have deployed the application one year ago and it has improved our efficiency
Tanika Chhabra | TrustRadius Reviewer

Help Scout

Help Scout gets major brownie points for "eating their own dog food." They are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that, I love how Help Scout delivers a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact, they believe they are emailing directly with me. Transactions are fast and lightweight, there are not as many bells and whistles to complicate the process and slow down the support workflow.
Hammad Bin Idrees | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Chat2Desk
7.5
Help Scout
9.0
Organize and prioritize service tickets
Chat2Desk
8.0
Help Scout
6.9
Expert directory
Chat2Desk
7.0
Help Scout
Subscription-based notifications
Chat2Desk
9.0
Help Scout
9.5
ITSM collaboration and documentation
Chat2Desk
7.0
Help Scout
Ticket creation and submission
Chat2Desk
8.0
Help Scout
10.0
Ticket response
Chat2Desk
6.0
Help Scout
9.6

Self Help Community

Chat2Desk
8.0
Help Scout
8.5
External knowledge base
Chat2Desk
8.0
Help Scout
9.0
Internal knowledge base
Chat2Desk
8.0
Help Scout
8.0

Multi-Channel Help

Chat2Desk
8.0
Help Scout
8.0
Customer portal
Chat2Desk
8.0
Help Scout
IVR
Chat2Desk
9.0
Help Scout
Social integration
Chat2Desk
8.0
Help Scout
Email support
Chat2Desk
8.0
Help Scout
9.5
Help Desk CRM integration
Chat2Desk
7.0
Help Scout
6.5

Pros

Chat2Desk

  • It is easy to use and the interface is simple
  • Any Messenger user can easily adapt to it
  • Helpful in easy interaction with customers throughout the day
Tanika Chhabra | TrustRadius Reviewer

Help Scout

  • The interface is extremely good. It's fast, it's smart and it's easy to use. In one week we dominated it completely, with every function. It's very intuitive, which helped us onboard the hole team very quickly.
  • Tagging and in general organizing tickets. It's easy and visible
  • Workflows (or automatic triggers) have MANY options and you can get very efficient by using them
  • Their support is very good and effective
  • Docs (FAQ manager) is easy to setup and maintain. It is well linked with the other parts of HS, like answering emails or chat
  • Chat is new to us (with Beacon) but so far is working fine. It's in beta and needs more features, but I'm sure they're on it
Santiago Valdés | TrustRadius Reviewer

Cons

Chat2Desk

  • It lags at times and needs an update on the application
  • Customer support is not so good and requires some improvement. I required it once only but had to chase so many times to get in touch.
Tanika Chhabra | TrustRadius Reviewer

Help Scout

  • There are only 2 levels of organization in the docs sites. We cannot group the content into any more subfolder layers.
  • Much of the fancy targeting in Beacon is based solely off of URLs which doesn't work for us as a single page application.
  • The paging in lists of tickets isn't the most efficient. An infinite scroll would be much easier to work when you have a bunch of active tickets.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Chat2Desk

No score
No answers yet
No answers on this topic

Help Scout

Help Scout 7.0
Based on 1 answer
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
Anonymous | TrustRadius Reviewer

Usability

Chat2Desk

No score
No answers yet
No answers on this topic

Help Scout

Help Scout 9.0
Based on 1 answer
It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
Anonymous | TrustRadius Reviewer

Alternatives Considered

Chat2Desk

No answers on this topic

Help Scout

Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
Amanda Elias | TrustRadius Reviewer

Return on Investment

Chat2Desk

  • It has improved our interaction with out customers.
  • Many clients can be managed easily without anyone getting missed from our records
Tanika Chhabra | TrustRadius Reviewer

Help Scout

  • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
Leigh Malamphy | TrustRadius Reviewer

Screenshots

Pricing Details

Chat2Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Chat2Desk Editions & Modules

Additional Pricing Details

Help Scout

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Help Scout Editions & Modules

Edition
Standard$201
Plus$351
CompanyContact sales team
  1. per user/per month
  2. none
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Chat2Desk
8.0
Help Scout
8.1

Likelihood to Renew

Chat2Desk
Help Scout
7.0

Usability

Chat2Desk
Help Scout
9.0

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