What is Help Scout?
Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place, all for one low price. The customer experience is simple and training staff is painless, but Help Scout still has all the powerful features you need to provide great support at scale. With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customers.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
85 Likeliness to Recommend
89 Plan to Renew
1
Since last award
75 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+81 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Help Scout?
Pros
- Enables Productivity
- Respectful
- Efficient Service
- Caring
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Service Workflow Management
Customer Self Service Capabilities
Customer Service Knowledge Management
Analytics and Reporting
Multi Channel Support
Vendor Capability Ratings
Business Value Created
Ease of Implementation
Usability and Intuitiveness
Ease of Data Integration
Ease of IT Administration
Availability and Quality of Training
Vendor Support
Quality of Features
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Help Scout Reviews
Courtney G.
- Role: Industry Specific Role
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2023
Easy to use.
Likeliness to Recommend
What differentiates Help Scout from other similar products?
It has a simple and clean design, which makes it simple to onboard new users onto the platform. It has a great tagging system. It allows for multiple support channels and integrates with our help center. It has a more personal touch than some other platforms, like Zendesk.
What is your favorite aspect of this product?
I love the support team. Anytime I had a question about something, I got a prompt and friendly response. I love that I'm able to see which tickets other members of my team are working on so we don't overlap. I like that I'm able to see my team's metrics so that we can improve on key performance indicators.
What do you dislike most about this product?
A salesforce integration would go a long way with reporting. I hated having to sort through the spam. I also wish you could continually scroll through tickets in the queue instead of having to go through multiple pages. A better review system. People are able to open multiple tickets and leave multiple bad reviews on the same issue, so our ratings get tanked. Sometimes we'd get an unnecessary bad review: for instance, a person sends in an email with nothing on it and then when we reach out to learn more then leave a bad review for no reason.
What recommendations would you give to someone considering this product?
This was a great product for our small support and CS teams. It was easy to integrate new users on. If you're looking for a reliable, easy interface with great workflows and a stellar support team, this is your product.
Pros
- Performance Enhancing
- Enables Productivity
- Trustworthy
- Efficient Service
Ishfaq A.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Mar 2023
Help Scout Review
Likeliness to Recommend
What differentiates Help Scout from other similar products?
There are a few key factors that differentiate Help Scout from other similar products: User-friendly interface: Help Scout's interface is known for being intuitive and easy to use. It's designed with simplicity in mind, making it easy for teams to get up and running quickly. Collaboration features: Help Scout offers robust collaboration features, such as notes and assignments, which allow multiple team members to work on the same ticket simultaneously. This can be particularly useful for larger teams or those who need to escalate issues to other departments. Customer self-service tools
What is your favorite aspect of this product?
Help Scout includes its user-friendly interface, collaboration features, and customer self-service tools. Many users also appreciate the platform's focus on delivering exceptional customer service and building strong customer relationships. Overall, Help Scout offers a range of useful features that can help businesses improve their customer support processes and provide better service to their customers.
What do you dislike most about this product?
Some users have expressed frustration with the platform's limited customization options and pricing structure. Additionally, some users have reported issues with the platform's reporting capabilities, which may not be sufficient for businesses with more complex needs. Overall, while Help Scout is a solid customer service software platform, it may not be the best fit for all businesses, depending on their specific requirements and budget.
What recommendations would you give to someone considering this product?
If you're considering Help Scout as a customer service software solution, here are some recommendations to keep in mind: Evaluate your needs: Consider your business's specific needs and requirements for a customer service platform. Look for features that are essential for your team, such as collaboration tools, reporting capabilities, and integrations with other software you use. Take advantage of the free trial Explore Help Scout's resources Consider pricing Overall, Help Scout can be a great option for businesses looking for a customer service platform that is user-friendly, collaborative, and customer-centric.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Ariel C.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Mar 2023
Easy to use, but missing features. Good to start
Likeliness to Recommend
What differentiates Help Scout from other similar products?
It's simple and accessible. Good to start a help desk if you're within a budget.
What is your favorite aspect of this product?
It's very straightforward to use, and the connections are simple.
What do you dislike most about this product?
Lack of features like a better search engine, more in-depth data analytics,
What recommendations would you give to someone considering this product?
It's a good tool if your operation has to run within a budget, but it's for starters, cause according to my experience, it might not scale up well.
Pros
- Efficient Service
- Reliable
- Performance Enhancing
- Enables Productivity
Cons
- Inhibits Innovation
- Slower Product Innovation
- Commodity Features
