Great for support could have been better for customer success
April 02, 2025

Great for support could have been better for customer success

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Help Scout

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
  • 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
Very nice overall and easy to use
  • Intercom
Help Scout is better for emails while Intercom is better for chats from what we found

Do you think Help Scout delivers good value for the price?

Yes

Are you happy with Help Scout's feature set?

Yes

Did Help Scout live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Help Scout go as expected?

I wasn't involved with the implementation phase

Would you buy Help Scout again?

Yes

Intercom
For support - 100% recommend, for customer success - not so much

Help Scout Feature Ratings

Incident and problem management
6.8
Organize and prioritize service tickets
8
Subscription-based notifications
4
Ticket creation and submission
5
Ticket response
10
Self Help Community
5.5
External knowledge base
6
Internal knowledge base
5
Multi-Channel Help
6.5
Email support
10
Help Desk CRM integration
3

Comments

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