Help Scout vs. Helpjuice

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Help Scout
Score 9.6 out of 10
N/A
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
Helpjuice
Score 8.3 out of 10
Enterprise companies (1,001+ employees)
Helpjuice is a web app that companies can use to keep their help pages up-to-date. Instead of answering the same question repeatedly, companies can use Helpjuice to keep track of content. This app includes analytics that enable businesses to see the content their users are searching for the most as well as content that needs improvement. The vendor says that companies that manage a support page full of FAQs and user guides can benefit from using Helpjuice. This app can be integrated…N/A
Pricing
Help ScoutHelpjuice
Editions & Modules
Standard
$20
per user/per month
Plus
$35
per user/per month
Company
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Help ScoutHelpjuice
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsEvery Plan Comes With A 100% Money-Back Guarantee, No Questions Asked.
More Pricing Information
Features
Help ScoutHelpjuice
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Help Scout
9.8
18 Ratings
22% above category average
Helpjuice
6.5
2 Ratings
19% below category average
Organize and prioritize service tickets9.018 Ratings6.01 Ratings
Subscription-based notifications10.010 Ratings7.01 Ratings
Ticket creation and submission10.017 Ratings5.01 Ratings
Ticket response10.018 Ratings8.01 Ratings
Expert directory00 Ratings7.02 Ratings
ITSM collaboration and documentation00 Ratings6.02 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Help Scout
8.5
16 Ratings
9% above category average
Helpjuice
8.0
3 Ratings
3% above category average
External knowledge base9.015 Ratings8.02 Ratings
Internal knowledge base8.014 Ratings8.03 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Help Scout
7.8
18 Ratings
2% above category average
Helpjuice
7.6
2 Ratings
1% below category average
Email support9.018 Ratings8.01 Ratings
Help Desk CRM integration6.510 Ratings8.01 Ratings
Customer portal00 Ratings8.02 Ratings
IVR00 Ratings6.01 Ratings
Social integration00 Ratings8.01 Ratings
Best Alternatives
Help ScoutHelpjuice
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Help ScoutHelpjuice
Likelihood to Recommend
10.0
(18 ratings)
8.5
(3 ratings)
Likelihood to Renew
7.0
(1 ratings)
-
(0 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
Help ScoutHelpjuice
Likelihood to Recommend
Help Scout
Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.
Read full review
Helpjuice
With the ability to set docs public and private, we've merged two repositories and solely work from Helpjuice. Not only is this easier, it also helps ensure the messaging is consistent internally and externally.
Read full review
Pros
Help Scout
  • Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
  • The email newsletter.
  • They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
  • Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.
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Helpjuice
  • Provides exact information
  • Practical Knowlege
  • Useful information
Read full review
Cons
Help Scout
  • Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
  • Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)
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Helpjuice
  • It's pretty easy to use as is. The area when forms are uploaded can be improved, seems like it can be done with less effort.
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Likelihood to Renew
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
Helpjuice
No answers on this topic
Usability
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 :)
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Helpjuice
No answers on this topic
Alternatives Considered
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.
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Helpjuice
Helpjuice all the way. Navigating is much easier and seems to index content much better IMO.
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Return on Investment
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.
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Helpjuice
  • Converting clients
  • Tickets management
  • Client management
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ScreenShots

Help Scout Screenshots

Screenshot of Build better relationships with your customers, and work together better as a teamScreenshot of Tools designed specifically for team collaboration on customer supportScreenshot of Docs Knowledge Base provides self-service that sets your customers up for successScreenshot of The conversation report can change the conversation with your customers from problems to praise by pinpointing what they write in about and when.Screenshot of Productivity Reports track your team's customer-helping velocity and identify sticking points to push through with even greater momentum.Screenshot of Happiness Reports are the closest you can get to your customer's true feelings without hiring a telepath.

Helpjuice Screenshots

Screenshot of MatterScreenshot of IntercomScreenshot of IdeoScreenshot of PagelinesScreenshot of JobberScreenshot of Hightower