#1 most frequent
United States of America
52.7%6,460 installations of 12,260
What is Help Scout?
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 included as well. The Docs Knowledge Base includes up to five customizable knowledge base sites that integrate with an organization’s help desk, and are designed to run smoothly on any device, and help their customers help themselves.
Categories & Use Cases
Media
1 / 7
Screenshot of Build better relationships with your customers, and work together better as a team
Top Performing Features
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Ticket response
Agents can easily follow up with customers.
Category average: 8.7
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Areas for Improvement
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6
Who Buys & Uses Help Scout
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
9.2%1,133 installations of 12,260
#3 most frequent
Australia
5.2%640 installations of 12,260
Pros
- Intuitive user interface and rapid user adoption
- Effective email management, including conflict prevention in shared inboxes
- Accurate reporting and data insights
Cons
- Limited integration capabilities with other advanced tools
- Lack of advanced features for complex customer success tracking or predictive responses
- User interface clarity issues and perceived lack of control
So Much Better Than Shared Mailboxes in Exchange
Use Cases and Deployment Scope
We used Help Scout as our primary platform for communications with clients and their employees who were participants in client-sponsored benefit plans. Our generic email addresses like customerservice@ and clientservice@ were pointed to Help Scout inboxes, in which our customer service representatives and account managers would collaborate to respond to a variety of inquiries.
Pros
- The user interface is very intuitive. New users are able to be up and running on the platform very quickly.
- Workflows, both manual and automatic, provide an easy way to customize the platform to suit our business processes.
- From a user's perspective, it is easy to tell when another user is currently viewing and/or responding to a particular conversation with a customer, which prevents "stepping on each others' toes" in a shared inbox scenario.
- When we need assistance with Help Scout functionality, we get fast, thorough responses to our inquiries.
- The API functionality is powerful and well-documented.
Cons
- I would like to see a better solution for the scenario when an external inbound email is sent to multiple email addresses within our organization. This is a common scenario that causes confusion because it creates multiple identical "conversations."
Return on Investment
- It gave our leadership the ability to view metrics centered on how we were doing in terms of our customer interactions.
Usability
Great for growing support teams
Use Cases and Deployment Scope
We use Help Scout as the main hub for our end-user support (technical and otherwise). We also use Help Scout internally to help triage internal issues across multiple teams.
Help Scout is great because it's simple and intuitive enough for everyone to use and learn. It also helps us gather valuable data and metrics about our support.
Help Scout is great because it's simple and intuitive enough for everyone to use and learn. It also helps us gather valuable data and metrics about our support.
Pros
- Simple and easy to use
- Accurate data and reporting
- Cost efficient
Cons
- Better integration options
- Easier formatting for Docs
- Text messaging options
Return on Investment
- Allows us to have quick response times
- Allows us to train our team easily
- Allows us to serve more end-users
Usability
Best e-mail support tool out there
Use Cases and Deployment Scope
We've been using Help Scout to manage email support in our org. While anyone can provide support via the gsuite offering, with help scout we can also have internal notes, mentions, reports or analytics, etc. This has helped us streamline our process, improve feedback to our product team and drive ownership within the customer experience team.
Pros
- Email threading
- Private notes & mentions
- AI summary
- Reports
Cons
- More control over UI
- Stronger features such as response prediction
- Median response times in reports
- Beacon needs improvement
- Need data localisation/servers in India
Return on Investment
- Helped us build workflows on the fly to reduce spam
- Workflows also helped us detect escalations early on and reduce impact on social media
- Clean reporting helped plan our hiring
Usability
Alternatives Considered
DevRev, Fin by Intercom and HelpCrunch
Other Software Used
DevRev, Fin by Intercom, Freshchat
Great for support could have been better for customer success
Use Cases and Deployment Scope
We use it for support and customer success.
Pros
- support
- sending reactive emails
- sending proactive emails
Cons
- to have more options and tracking for customer success
Return on Investment
- helps us to serve thousands of customers every month in support
- hundreds of our customers also receive emails via Help Scout by our customer success team
Usability
Alternatives Considered
Intercom
Other Software Used
Intercom
Great Product!
Use Cases and Deployment Scope
It was a easier way to keep communication with our members separate from our emails received from coworkers within our organization. Help Scout was also very easy to navigate and to itemize different emails into different folders to keep emails organized which makes for a more productive work day. Help Scout helped with our business, by, as stated above, keeping our members/clients emails separate from those received through our organization.
Pros
- Organization of Emails
- Saving pre-made emails to save time.
- Ease of product.
Cons
- I was always confused on some of the features including "closing" the email. Does that close (delete) on the other members end as well?
Usability
Other Software Used
Slack, BASIC Guru, Google Drive
