About Help Scout
Help Scout pricing
Help Scout does not have a free version but does offer a free trial. Help Scout paid version starts at US$20.00/month.
Alternatives to Help Scout
Help Scout Reviews
Feature rating
- Industry: Veterinary
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Completely changed our business - for the better
Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world.
We're the only vet company I know of that uses a help desk, and we use Help Scout - and absolutely LOVE it. We did use Zendesk previously, but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket # and feel like they're speaking to a robot. Help Scout solved that immediately when we switched.
We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc. etc.
Help Scout is absolutely fantastic, because it's very elegant in it's simplicity - but tremendously powerful in it's capability.
On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them.
We are very loyal Help Scout clients, and plan to be for a long time.
Pros
- extremely simple to use and understand as a user
- treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers)
- fantastic support team that's very responsive and solution focused
- solid API that allows you to bring in data from other apps so that you have a consolidated view of a client, beyond just their email history
Cons
- wish that the interface could be a little more customized for our specific needs
- really don't have any downsides to it - it's a great product
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Help Scout is great for small teams looking for a simple and inexpensive shared inbox
Help Scout is a great option for small to medium teams who do not want and overly complicated and pricy Help Desk software. It lacks some nice-to-have features but it will still help you provide great customer service.
Pros
Help Scout is great for our 4-person Customer Success Team. We have been using it for over a year and it helps us provide high-quality customer support. It is easy to use, our customers like it because our emails look just like normal emails. Their support team is great, we always get quick and relevant answers.
Cons
I think the reporting feature could really be improved, and we would appreciate a few more features to improve the daily management of support tickets.
Reasons for Choosing Help Scout
Gmail doesn't work well as a shared inbox.Switched From
GmailReasons for Switching to Help Scout
Help Scout looks more like a regular inbox and not an overly automated ticketing system. It is very easy to setup and use. It is also cheaper.- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Good for a temporary fix.
It's a good basic system. If you are looking for a ticket system this is a great choice.
Pros
Ease of use
Knowledgebase was easy to implement
Ticket system works as it should
Cons
Our business needed customer management and HelpScout was not a good solution for that.
Alternatives Considered
Zendesk SuiteReasons for Choosing Help Scout
Intercom is another ticket system that works well if that is what you need but we needed more in our CS system.Switched From
IntercomReasons for Switching to Help Scout
Ease of use and set up.- Industry: Computer Software
- Company size: 10,000+ Employees
- Used Monthly for 6-12 months
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Review Source
One of the best easy to setup customer support service
The overall experience was excellent, would definitely recommend their software as it does not require much support during initial installation. Moreover, their features like email delivery, self-service, and live chat support have made my life easier.
Pros
I like the best that their initial installation requires little to no help. I was able to quickly set up the entire platform in no time, which is very unlike other help desk services that are difficult to set up and require a lot of permissions and time. They have managed to solve a problem with attention to detail and made their UI very intuitive in that respect. Their performance and response time for most of the tasks is excellent. It made my life easier, and I was able to track, organize and categorize all customer issues very easily. Moreover, the learning curve was very low for a CRM, and I was able to pick up most of their features within days, instead of weeks as compared to other market platforms.
Cons
There are a few minor issues that made my daily work a hassle, like providing a bigger picture of all the chat supports of the last 3 months or providing a birds-eye view like reports, and dashboards. They do generate reports, but those have not been so effective for me.
- Industry: Printing
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Great customer focused company to work with!
Excellent. While there is some admittedly cool functionality that other CRMs offer at higher prices, they don't make sense for our current business needs and you really can't beat Helpscout when it comes to their customer service and help resources. It's excellent working with a team who really care what their customers and their customers' customers think.
Pros
Their entire philosophy is centered around customer satisfaction and success. This mirrors our own approach and it's great seeing that in action. They are also great at handling questions and service requests, and I love all the support and information resources they offer.
Cons
I wish the reporting functions were better and more detailed. Sometimes when something wasn't functioning in a way that worked for it, their response was suggesting a work around that would require a service plan upgrade when I figured out a work around that could work at our current level, but that is a very minor gripe.
