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
Sam B.
- Role: C-Level
- Industry: Manufacturing
- Involvement: IT Leader or Manager
Submitted Nov 2021
Too expensive, lied to early customers
Likeliness to Recommend
What differentiates Help Scout from other similar products?
Help Scout is a great product and one I enjoyed using. They don't act like a ticketing system, rather a simply shared inbox. This is great for service-based businesses that are not focused on closing tickets.
What is your favorite aspect of this product?
Their Zapier integration makes it simple to communicate with other apps.
What do you dislike most about this product?
They're deceitful and lied to their early customers by promising a fair lifetime, monthly user price, and reneging on their promise after they gained momentum. The CEO and I spoke about it and he refused to offer anything. I for one understood their reasoning for increasing the monthly user cost, but as an early user who actively pointed out bugs and support their early growth, it made me feel like my support was quickly forgotten the moment they no longer needed beta testing, product evangelists.
What recommendations would you give to someone considering this product?
Since they are too expensive, we've moved to an open-source alternative called FreeScout. We use a development company to manage it for us, and our total cost for unlimited seats is roughly the same as two seats at HelpScout. I like the idea of using a similar service to HelpScout while being able to control my data. The company we use is called Scoutdevs and I am quite satisfied. Also, the benefit of an open-source product compared to HelpScout is that I can customize further than what HelpScout allows. Also, my costs are just server costs. I can add or remove users without changing my monthly rate. It is great and worth considering.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Saves Time
Cons
- Less Efficient Service
- Less Effective Service
- Less Caring
Dominick V.
- Role: Sales Marketing
- Industry: Media
- Involvement: Business Leader or Manager
Submitted Oct 2021
Extremely stable, amazing staff. Features outdated
Likeliness to Recommend
What differentiates Help Scout from other similar products?
Extremely stable and knowledgeable staff
What is your favorite aspect of this product?
User interface
What do you dislike most about this product?
The features are lacking. The integrations do not work on mobile, there is still no omni channel support. The long awaited beacons still doesnt work on mobile.. its 2021... The integrations look good on paper but are lacking a lot.
What recommendations would you give to someone considering this product?
Work on the social part. Add facebook/twitter/instagram dm integration. Make the chat via beacon better, allow agents to chat on mobile or have a delayed chat like intercom.
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Caring
Cons
- Slower Product Innovation
- Vendor's Interest First
- Inhibits Innovation
Haley P.
- Role: Sales Marketing
- Industry: Insurance
- Involvement: End User of Application
Submitted Oct 2021
Super collaborative for our customer support team
Likeliness to Recommend
What differentiates Help Scout from other similar products?
Help Scout made it possible for everyone on our operations and customer service team to collaborate and work together when dealing with customer issues. Because we ALL had access to ALL inboxes, we could resolve customer problems efficiently.
What is your favorite aspect of this product?
The collaboration aspect. Having everyone able to view each inbox made solving problems quick, easy, and painless.
What do you dislike most about this product?
Sometimes it was hard to search to find a particular email.
What recommendations would you give to someone considering this product?
It depends on how large your team is. If it is too small, you won't get a lot of use out of HelpScout.
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Unique Features
