What users are saying about
45 Ratings
9 Ratings
45 Ratings
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Score 8.4 out of 100
9 Ratings
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Score 9 out of 100

Feature Set Ratings

  • Help Scout ranks higher in 1 feature set: Incident and problem management
  • HelpSpot ranks higher in 2 feature sets: Self Help Community, Multi-Channel Help

Incident and problem management

9.7

Help Scout

97%
9.0

HelpSpot

90%
Help Scout ranks higher in 3/4 features

Organize and prioritize service tickets

8.9
89%
17 Ratings
9.0
90%
1 Rating

Subscription-based notifications

10.0
100%
10 Ratings
N/A
0 Ratings

Ticket creation and submission

10.0
100%
16 Ratings
9.0
90%
1 Rating

Ticket response

10.0
100%
17 Ratings
9.0
90%
1 Rating

Self Help Community

8.5

Help Scout

85%
9.0

HelpSpot

90%
Help Scout ranks higher in 1/2 features

External knowledge base

9.0
90%
15 Ratings
N/A
0 Ratings

Internal knowledge base

8.0
80%
14 Ratings
9.0
90%
1 Rating

Multi-Channel Help

8.2

Help Scout

82%
9.0

HelpSpot

90%
Help Scout ranks higher in 2/2 features

Email support

10.0
100%
17 Ratings
9.0
90%
1 Rating

Help Desk CRM integration

6.5
65%
10 Ratings
N/A
0 Ratings

Attribute Ratings

  • Help Scout is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

Likelihood to Recommend

9.2

Help Scout

92%
17 Ratings
9.0

HelpSpot

90%
3 Ratings

Likelihood to Renew

7.0

Help Scout

70%
1 Rating
2.3

HelpSpot

23%
2 Ratings

Usability

9.0

Help Scout

90%
1 Rating

HelpSpot

N/A
0 Ratings

Likelihood to Recommend

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.
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UserScape

HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.
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Pros

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
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UserScape

  • HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
  • HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
  • HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.
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Cons

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.
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UserScape

  • The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard.
  • The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time.
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Pricing 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

HelpSpot

Starting Price

$49 per month

Editions & Modules

HelpSpot 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

    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.
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    UserScape

    My current job does not use this platform as it is not necessary for my job function.
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    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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    UserScape

    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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    UserScape

    HelpSpot appears to be more of an old-school product but much of the recent technology is running under the surface. It has much of the compexity and customization available with Jira in tandem with the easy communications interface, not unlike Zendesk ,and some of the potential archival intelligence (in the works) of Fogbugz
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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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    UserScape

    • Improved ticket response time
    • Workload reporting to upper management
    • Ticket category reporting to identify training opportunities
    Read full review

    Screenshots

    Add comparison