Help Scout is a help desk software that provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget. Its key features include a live chat, reports, automation, and more. In this article, we cover Help Scout reviews and pricing. Ready to get started? Get a free trial.
Help Scout Pricing
Help Scout pricing is based on four plans: Basic ($15/user/month), Standard ($25/user/month), Plus ($40/user/month), and Company (custom-priced). The main differences between the plans are the number of mailboxes, automated workflows, API and integrations, satisfaction ratings as well as access to premium features such as IP restrictions and HIPAA Compliance.
*Annual plans are paid in full at the start of the billing cycle.
Help Scout also offers add-on features such as Targeted In-App Messages ($50/month) and Advanced Security ($5/user/month).
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Summary of Positive Help Scout Reviews
Users who gave positive Help Scout reviews said that the software is easy to implement. They shared that automation is seamless and efficient. They added that they appreciate that there are many possibilities for workflow capabilities. Excellent customer support was also cited.
“Help Scout works well in helping us organize different channels. We have three different businesses under one company, and the software helps us reply with the right email/signature and assign messages to the right people to reply. It’s also really helpful having the feature where the email isn’t marked as read when you look at it and stays open until you change the status.”
Summary of Negative Help Scout Reviews
Users who gave negative Help Scout reviews wish for improvements on reporting functions. They said that it is difficult to gain insight about customers and account volume with the platform’s reporting capabilities.
“Reporting —I’d love more advanced reporting features so we can see the number of tickets with certain tags. Right now it’s a summation of all tickets in a specific window, but I can’t break it down based on what our partners are writing in about (how we tag it).”
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Help Scout Features
Check out the list below of some of Help Scout’s features:
- Embed tools
- Live chat
- And more
Help Scout FAQs
Does Help Scout have a mobile app?
Yes. Help Scout users can download the mobile app for free on iTunes and Google Play Store. It allows users to keep track of conversations with customers, as well as collaborate with their teams.
What types of data can Help Scout users export?
Help Scout users can export data on demand. Export options are available for the All Channels, Email, Company/User, and Happiness reports. By default, only the account owner and administrators can export reporting data. However, they can change other users’ permission sets to give them access.
Here is a list of some of Help Scout’s popular integrations: