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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceHelp Scout Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
to access more information on Help Scout.
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.
86 Likeliness to Recommend
Up
1
Since last award
91 Plan to Renew
Up
1
Since last award
77 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
- Product Experience:
- 86%
- Negotiation and Contract:
- 77%
- Conflict Resolution:
- 82%
- Strategy & Innovation:
- 79%
- Service Experience:
- 91%
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.
+84 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 Self Service Capabilities
Customer Service Workflow Management
Customer Service Knowledge Management
Analytics and Reporting
Multi Channel Support
Vendor Capability Ratings
Business Value Created
Ease of Implementation
Usability and Intuitiveness
Vendor Support
Ease of IT Administration
Ease of Data Integration
Availability and Quality of Training
Breadth of Features
Quality of Features
Product Strategy and Rate of Improvement
Ease of Customization
Help Scout Reviews
Andrei A.
- Role: Operations
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2023
Easy to use, but difficult to migrate away from
Likeliness to Recommend
What differentiates Help Scout from other similar products?
Overall, Help Scout's customizable workflows, collaboration features, integrations, reporting and analytics, and user-friendly interface are key features that differentiate it from other similar products in the customer service software space.
What is your favorite aspect of this product?
Docs (knowledge base). HelpScout's knowledge base allows me to create and manage a library of articles and resources that my customers can access to find answers to their questions and resolve issues on their own. The knowledge base is easy to use and customize, and it has helped me to reduce the volume of support requests that my team receives while empowering my customers to find the information they need quickly and easily.
What do you dislike most about this product?
One common concern is that it can be difficult to migrate away from Help Scout. While the platform provides a range of features and capabilities to manage customer conversations and support requests, once you have committed to using it, it may be challenging to switch to another platform and migrate everything (conversations, knowledge base articles, workflows, saved replies, etc) if your needs or preferences change.
What recommendations would you give to someone considering this product?
Help Scout is quite a powerful and flexible solution that can help you improve your team's efficiency and provide a better customer experience. By evaluating your team's needs, taking advantage of the free trial, considering the cost, and monitoring performance over time, you can make the most of this platform and achieve your customer service goals.
Pros
- Saves Time
- Continually Improving Product
- Enables Productivity
- Trustworthy
Cons
- Vendor's Interest First
- Commodity Features
- Less Generous
Olivia L.
- Role: Human Resources
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Mar 2023
Helpscout is amazing helpdesk software.
Likeliness to Recommend
What differentiates Help Scout from other similar products?
Help Scout has a plethora of useful features, it is much more than the total of its parts. It is obvious that those who create the merchandise also use it. Bugs are uncommon; dependability is common. The supplemental tools, like Docs, integrate seamlessly with the prior experience. The great thing about Docs is that I can create a support article in one location and then surface it as a pop-up message on a website, link to it on the product page, or simply incorporate it into an outgoing message.
What is your favorite aspect of this product?
Email assistance is incredibly simple to manage with HelpScout. It performs all the fundamental tasks, including managing and allocating email messages to various recipients. You can monitor statistics to determine which team members have assisted the most individuals. I particularly like the “merge threads” feature because users frequently send in new emails rather than responding to the ones that have already been sent or send in numerous emails about the same subject. The organization is improved by combining them into a single line.
What do you dislike most about this product?
Spam sent to our help inbox doesn’t always go straight to the spam folder, which is a small issue. A more recent spam blocker would be advantageous for HelpScout.
What recommendations would you give to someone considering this product?
Setting up Helpscout was simple and to keep the machine running. And as a consequence, my clients receive much better care. Furthermore, they communicate very clearly. They once revealed a system change. They assisted me in every way to put this shift into practice and ensure that everything was set up properly. Amazing help.
Pros
- Continually Improving Product
- Enables Productivity
- Unique Features
- Efficient Service
Cons
- Vendor Friendly Policies
- Charges for Enhancements
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
