Help Scout Reviews

31 Ratings
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Score 8.9 out of 101

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Score 8 out of 10
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Verified User
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Return on Investment

  • It has allowed us to scale from a 1 member CX team to a 12 member team without having to transition to a "more robust" product.
  • With HelpScout, we were able to identify that our help content wasn't meeting the needs of our team or our customers. Their workflows and tagging helped us to address specific needs to intentionally decrease support volume in those areas and therefore delay the need to add additional team members.
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Leigh Malamphy profile photo
Score 7 out of 10
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Verified User
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Return on Investment

  • 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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Santiago Valdés profile photo
Score 10 out of 10
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Return on Investment

  • It has had a huge impact. Thanks to it we can now centralize all the information, get to see if there was another case or past issue with the customer (so we can have more context) and it allows us to scale our customer support
  • We shut down the phone assistance and only left email support. It was a huge challenge but so far we have been able to prioritize well the tickets from our customers. We use notes between us to manage cases and automate when needed, with workflows or saved responses (which save a huge amount of time).
  • The visibility that the metrics gives us let us know where are we starting. It's a baseline to see where we can improve and more importantly, HOW. There's actionability on the metrics (room for improvement there, but for now it works) so you can see which topics, tickets, support reps, etc. could be working better. This is limited still (for example you can't cross topics with NPS or members with NPS) but anyway the information is useful and you can at least know HOW you are doing (which was a game changer for us, because now we have targets and goals)
  • The Docs (FAQ) was very important in helping us centralize information regarding questions and work as a help center. This has 2 positive impacts: First, customers can help themselves, saving us and them time. Second, it helps the organization keep in sync and check them when new people join or a process change.
  • Chat is new in Help Scout and we are still seeing how it works, but it helps to have everything on the same app so we can have more context from all the different channels this customer has contacted us and which information has been given to him.
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August 06, 2018

Helping Us Scout!

Score 8 out of 10
Vetted Review
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Return on Investment

  • Very positive ROI - saves our staff much time regarding how to prioritize
  • Very positive ROI - helps our managers engage and understand the big picture
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Kaitlin Rawley profile photo
Score 10 out of 10
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Return on Investment

  • Help scout has helped us monitor incoming traffic and compare it to previous periods. This helps us estimate how we need to delegate our staff man hours.
  • Capturing responses for their 'Happiness' report (which measures satisfaction of an interaction with a support team member) has helped us increase our bank of testimonials which we use for sales.
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Score 10 out of 10
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Verified User
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Return on Investment

  • We deal with about 500 tickets a day with minimal to no issues. Instant ROI.
  • Workflows reduce the need for man hours.
  • HTML uploader saves us time from crafting pretty emails.
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Feature Scorecard Summary

Organize and prioritize service tickets (15)
8.2
Subscription-based notifications (9)
7.6
Ticket creation and submission (14)
9.4
Ticket response (15)
8.6
External knowledge base (14)
8.4
Internal knowledge base (14)
7.8
Email support (15)
8.6
Help Desk CRM integration (10)
7.8

About 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:  Help Desk

Help Scout Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Does not have featureExpert directory
Has featureSubscription-based notifications
Does not have featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Does not have featureSLA management
Self Help Community Features
Does not have featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Does not have featureQ and A
Does not have featureSurveys/polls
Multi-Channel Help Features
Does not have featureCustomer portal
Does not have featureLive help chat
Does not have featurePhone support
Does not have featureIVR
Does not have featureCall scripting
Does not have featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration
Additional Features
Has featureiPhone app
Has featureEmbeddable Contact Form
Has featureCustomer Satisfaction Ratings
Has featureReporting
Has featureAPI Access
Has feature40+ integrations

Help Scout Screenshots

Help Scout Integrations

Help Scout Competitors

Pricing

Has featureFree Trial Available?Yes
Has featureFree or Freemium Version Available?Yes
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No

Help Scout Support Options

 Free VersionPaid Version
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Help Scout Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS
Supported Languages: English