Help Scout is a help desk software that allows businesses to personalize their support interaction to help them provide an excellent customer service experience to their customers. It enables users to work seamlessly across departments, view multiple mailboxes, and support several products from a single account. We compiled Help Scout user reviews from around the web and determined that it has generally positive ratings. We also compared its available pricing options.
Summary of User Reviews
What Help Scout does well:
Users who gave Help Scout a positive review said that the software helps them to easily manage at scale. They also said that it works great in keeping records of their clients’ requests, concerns, complaints, or inquiries.
What Help Scout does not do well:
Users who gave Help Scout a negative review said that the app for mobile devices lack functionalities that the desktop version has.
Most Helpful Positive User Review
One user who gave Help Scout a positive review on Capterra said that Help Scout is a great ticketing tool that has helped his support team reach out to their clients and keep the communication rolling efficiently.
Most Helpful Negative User Review
One user who left a review of Help Scout on Capterra said that the features of Help Scout on mobile phones is not as complete as the ones available in the desktop software. He said that, for example, the option to see who’s working on a ticket is not available on mobile devices.
Help Scout Pricing
Help Scout offers three plans: Basic ($12/user/month), Standard ($20/user/month), and Plus ($35/user/month). 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 customer fields and teams, IP restrictions, and HIPAA Compliance.
Help Scout also has a Company plan recommended for teams with 25+ users who are new to Help Scout. It includes unlimited users, concierge onboarding services, and enterprise security features for $1,000/month.
Help Scout Features
Check out the list below of some of Help Scout’s features.
- Help Desk
- Knowledge Base
- Embed Tools
- Live Chat
- Android and iOS Apps
- Security and Reliability
- And more…
Helpful Help Desk Software Resources
Best Live Chat Software 2017: Zendesk vs LiveChat vs Pure Chat – We looked at the live chat software leaders and up-and-comers in the field and reviewed Zendesk Chat (formally Zopim), LiveChat, and Pure Chat. Read this guide for our comparison and review of these three options, as well as our top recommendations.
How To Start & Manage A Helpdesk – The Ultimate Guide – In this guide, we will discuss what a helpdesk is, why a helpdesk software is the foundation on which to build your business, how to setup and manage your own helpdesk, and how to choose the right helpdesk software for your business.
7 Ways Live Chat Can Help You Achieve First Contact Resolution – First contact resolution (FCR) measures the ability of customer service teams to address a customer’s issue at the first point of contact. In this article, we’ll show you how to use live chat to achieve an effective first contact resolution with potential customers.
Best Help Desk Software for Small Businesses in 2017 – In this article, we reviewed and compared Freshdesk, HappyFox, and Zendesk. Read on for our comparison and review of these three best help desk software platforms to see which one will fit your business needs.
Help Scout FAQ
Who are the typical users of Help Scout?
Help Scout is specifically designed for non profits, freelancers, small to mid-sized organizations, enterprises, and public administrations.
Does Help Scout offer a free trial?
Yes. Help Scout is available for trial for 15 days for each plan type.
Help Scout Overview Video
This video shows a demo on how Help Scout can keep teams organized and their customers happy.
When choosing a help desk software, it’s important that the software integrates with other applications your business is currently using. Here is a list of some of Help Scout’s popular integrations:
- Agile CRM
- And more…