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
Yordan S.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2023
One of the best customer support tools I've tried!
Likeliness to Recommend
What differentiates Help Scout from other similar products?
Help Scout is by far the easiest solution I have tried yet. All its features are easy to use, and it meets most needs of our business.
What is your favorite aspect of this product?
The saved replies are one of my favorites features by far.
What do you dislike most about this product?
It is hard to find something I dislike about Help Scout, but there is one thing I would like to see improved: When you add a code snippet, using the "Insert HTML" tool, and you mark the "This is preformatted code" option, the code is formatted correctly. However, if you try to reuse this code in a new conversation, the code gets messy.
What recommendations would you give to someone considering this product?
If someone ask me for a solution for customer service, I for sure will recommend Help Scout.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Ben W.
- Role: Industry Specific Role
- Industry: Other
- Involvement: End User of Application
Submitted Mar 2023
Customer care tool from a company that cares
Likeliness to Recommend
What differentiates Help Scout from other similar products?
The market is packed with variations on support software. Help Scout was easy to set up and use, and their company culture clearly cares about customer support, as they are a thought leader in the space.
What is your favorite aspect of this product?
I love the smooth integration of the knowledge base with the help widget and the support inbox, allowing us to surface related articles based on the current page as well as search and insert those articles within a request dialogue.
What do you dislike most about this product?
As our use of this product has expanded across multiple departments, Help Scout has struggled at times to manage multiple users in multiple inboxes. I think the issues we've experienced stem primarily from users who reply to email notifications to add a note to the thread—because they are both users of the software (in a different inbox) and "customers" served by the software (from a different team).
What recommendations would you give to someone considering this product?
Help Scout does not have any community tools, but otherwise they offer a robust full-service software package, with thoughtful implementation of live chat, email and phone support, and excellent knowledge base tools.
Pros
- Continually Improving Product
- Reliable
- Trustworthy
- Efficient Service
Kelly T.
- Role: Information Technology
- Industry: Healthcare
- Involvement: IT Leader or Manager
Submitted Mar 2023
Very Intuitive Interface, Good Support
Likeliness to Recommend
What differentiates Help Scout from other similar products?
The user interface is very clean and intuitive, which meant for us that getting new users up and running on it was easy with minimal training.
What is your favorite aspect of this product?
The features that promote collaboration among team members and prevent users from duplicating effort. The "traffic cop" feature, for example, helps prevent users from responding to the same email at the same time. I also appreciate that when we have questions about Help Scout, the responses from their support team are always very kind, thoughtful, and thorough.
What do you dislike most about this product?
Occasionally we think of some feature that we wish Help Scout had, thinking surely other Help Scout clients would benefit from that new feature. But when we submit those ideas/enhancement requests, usually the response is that it "isn't on their road map." I understand that they have to keep their development efforts focused. I guess that's my only complaint.
What recommendations would you give to someone considering this product?
Before implementation, do some deep discovery about which features in Help Scout would most benefit your use case. Ask lots of questions to be sure you understand the purpose behind things like workflows, tags, custom fields, etc.
Pros
- Reliable
- Performance Enhancing
- Caring
- Respectful
