What users are saying about
3 Ratings
47 Ratings
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100
47 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Feature Set Ratings

  • Help Scout ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

7.5

Chat2Desk

75%
9.8

Help Scout

98%
Help Scout ranks higher in 4/6 features

Organize and prioritize service tickets

8.0
80%
1 Rating
9.1
91%
17 Ratings

Expert directory

7.0
70%
1 Rating
N/A
0 Ratings

Subscription-based notifications

9.0
90%
1 Rating
10.0
100%
10 Ratings

ITSM collaboration and documentation

7.0
70%
1 Rating
N/A
0 Ratings

Ticket creation and submission

8.0
80%
1 Rating
10.0
100%
16 Ratings

Ticket response

6.0
60%
1 Rating
10.0
100%
17 Ratings

Self Help Community

8.0

Chat2Desk

80%
8.5

Help Scout

85%
Help Scout ranks higher in 2/2 features

External knowledge base

8.0
80%
1 Rating
9.0
90%
15 Ratings

Internal knowledge base

8.0
80%
1 Rating
8.0
80%
14 Ratings

Multi-Channel Help

8.0

Chat2Desk

80%
8.2

Help Scout

82%
Chat2Desk ranks higher in 4/5 features

Customer portal

8.0
80%
1 Rating
N/A
0 Ratings

IVR

9.0
90%
1 Rating
N/A
0 Ratings

Social integration

8.0
80%
1 Rating
N/A
0 Ratings

Email support

8.0
80%
1 Rating
10.0
100%
17 Ratings

Help Desk CRM integration

7.0
70%
1 Rating
6.5
65%
10 Ratings

Attribute Ratings

  • Help Scout is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.0

Chat2Desk

80%
1 Rating
9.4

Help Scout

94%
17 Ratings

Likelihood to Renew

Chat2Desk

N/A
0 Ratings
7.0

Help Scout

70%
1 Rating

Usability

Chat2Desk

N/A
0 Ratings
9.0

Help Scout

90%
1 Rating

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
Read full review

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.
Read full review

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
Read full review

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
Read full review

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.
Read full review

Help Scout

  • It is a bit slow sometimes, but not very often.
  • I've noticed more network errors with their server in the past year.
  • Small annoyance - they use a lot of lightbox popups and if you click outside the box all of your work is lost.
Read full review

Pricing Details

Chat2Desk

Starting Price

$0

Editions & Modules

Chat2Desk editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Help Scout

    Starting Price

    $0

    Editions & Modules

    Help Scout editions and modules pricing
    EditionModules
    Standard201
    Plus352
    CompanyContact sales team3

    Footnotes

    1. per user/per month
    2. per user/per month
    3. none

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Chat2Desk

    No answers on this topic

    Help Scout

    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.
    Read full review

    Usability

    Chat2Desk

    No answers on this topic

    Help Scout

    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 :)
    Read full review

    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.
    Read full review

    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
    Read full review

    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.
    Read full review

    Screenshots

    Add comparison