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Help Scout Reviews & Product Details

Help Scout is the go-to support platform for growing businesses. It's quick to set up, easy to use, and allows teams to manage all support interactions—whether through email, live chat, social media, or self-service—in one unified platform. With advanced tools for collaboration and organization, teams using Help Scout are able to assist 52% more customers. Those who take advantage of our AI features see an additional 36% boost in productivity. Plus, you can build help centers and embed support options directly on your website or app, giving customers instant answers and reducing support volume by 30%. It's no wonder Help Scout is a favorite among support professionals and customers. You can get started in just 15 minutes and become a power user within a day. Teams using Help Scout achieve 25% higher CSAT scores than the industry average and consistently surpass their metrics, helping more customers while delivering exceptional service.

Product Website

Seller

Help Scout

Discussions

Help Scout Community

Languages Supported

English

Product Description

Help Scout is a customer support platform growing businesses use to manage all their customer conversations in one place.

Overview by

Christopher Im

Pricing

Pricing provided by Help Scout.

Free

$0.00

5 Users Per Month

View More Pricing Information

Help Scout Integrations

(3)

Verified by Help Scout

Help Scout Media

Handle all your 1:1 conversations and self-service support in one unified platform.

Respond to 52% more emails from the Inbox, with features to help your team collaborate, stay organized, and respond faster.

Give customers support wherever they are on your website or app. Guide them down a self-service path with help content, invite visitors to chat (never with a bot), or send proactive messages with Beacon.

With Docs you’ll help customers answer common questions themselves in a snap while reducing email volume for your team by 30%.

Help Scout Demo - The customer-first platform, supported by AI

Use AI to draft, edit, and summarize, reducing response times while improving quality Teams using our AI features resolve 36% more emails.

Help Scout Demo - Easily analyze success metrics

Analyze team performance and monitor your most important success metrics in out-of-the-box or custom reports.

Help Scout is the all-in-one platform for delighting your customers. Simple-yet-powerful features allow you to handle incoming requests, give answers in an instant, and send messages beyond the inbox.

Email just got a whole lot easier with AI drafts! With the click of a button, AI generates high-quality replies to customer questions based off your historical conversations and help articles.

Need a simple way to give your customers the best support possible? Check out Help Scout, the simple, all-in-one customer communication platform.

Official Downloads

(5)

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Stephanie C.

Small-Business (50 or fewer emp.)

5/31/2023

"So easy to use, absolutely love it"

5/5

What do you like best about Help Scout?

the team at helpscout obviously spoke to customer service agents to understand how they work and what they need to make work easier. the layout is intuitive (much better compared to traditional enterprise solutions) and allows all the most important app integrations Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

honestly nothing. i love being in the app using it. it has made tickets so much more enjoyable. plus the team at help scout are just lovely and provide such quick and great assistance with any issue i have Review collected by and hosted on G2.com.

Verified User in Computer Software

Mid-Market (51-1000 emp.)

7/26/2023

"My favorite inbox management system!"

5/5

What do you like best about Help Scout?

I really like how easy it is to have separate folders and inboxes for different teams, but HelpScout also makes it really easy to collaborate and leave notes for each other. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

I haven't experienced many downsides at this point, but it might be nice to have a feature where it is easier to switch the email address that you're reply to, or to send the message to different people in regards to a ticket with many different people CC'd. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

Help Scout is creating a way for providers and clients to have a streamlined experience when writing in, so that they don't have multiple different contacts and department email addresses to get bounced around to. I think that makes it much easier for our team to communicate and hand off tickets and issues to the proper teams. Review collected by and hosted on G2.com.

T. A.

Small-Business (50 or fewer emp.)

11/27/2023

"Help Scout is useful to everyone for easy access of work"

4/5

What do you like best about Help Scout?

Friendly user and everyone easily uderstand about the app Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Nothing and there is only minor thing and those are not important Review collected by and hosted on G2.com.

Katherine T.

Associate Product Manager

Small-Business (50 or fewer emp.)

5/16/2023

"Helpscout has improved quite a bit in the last six months"

2.5/5

What do you like best about Help Scout?

I like that I can assign incoming tickets to other folks. I also like that they've added new functionalities for helpscout docs e.g. callouts, embedding videos, and inserting an image. It feels like they've copied a lot of the same functionalities as Notion. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Making docs look really polished feels like a challenge. There are always annoying and frustrating aspects around spacing, numbering, and bulleted lists in helpscout docs. I wish it was easier to space things and still keep the numbering/bulleting system. I wish it was easier to align things right or left (especially photos). Review collected by and hosted on G2.com.

Greg T.

Small-Business (50 or fewer emp.)

11/16/2023

"Saved replies crippled"

1/5

What do you like best about Help Scout?

I liked and appreciated the ease of use of saved replies in my daily workflow easily including saved images, for over 5 years Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

The crippling of saved replies, now when you save a reply, all images are stripped from the reply, now you must create a new process for creating a saved reply adding more work to what was a simple process. Review collected by and hosted on G2.com.

Adi G.

Small-Business (50 or fewer emp.)

3/7/2023

"Don’t think it’s fair"

1.5/5

What do you like best about Help Scout?

I think that all Helpscout integration, Design and the UI are very user friendly Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration is only available for their Pro and Plus plans. In a market where most ticketing and support services offer real-time chat with customers across all plans, it feels unfair to limit such a useful feature to the most expensive tiers.

As a customer, I believe that access to real-time chat should be a basic requirement for any support service. It's frustrating to see that Help Scout is putting such a critical feature behind a paywall, and it makes me question their commitment to customer satisfaction.

While Help Scout may still be a reliable choice for some businesses, I hope they will reconsider their pricing model and make this integration available to all users. Until then, I will be exploring other options that offer better value for my money Review collected by and hosted on G2.com.

Pradeep K.

Small-Business (50 or fewer emp.)

6/18/2023

"Customer support is the key"

5/5

What do you like best about Help Scout?

The affordability of helpscout when comparing to the high priced competitors. We are using help scout as our Live Chat Support channel, and for our knowledgebase. When our team is not available to provide support, there we have our Knowledgebase integrated with the Live Chat widget, which helps us to reduce the support requests. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

The interface is still seems to be old to me, it can be improved with easy navigation like other tools. Review collected by and hosted on G2.com.

Rahul S.

Director - CX

Mid-Market (51-1000 emp.)

9/6/2023

"Great email management tool for your company"

5/5

What do you like best about Help Scout?

Smooth UI/UX, ability to set up automatic and manual workflows Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Can get buggy at times, reports may have caching issues Review collected by and hosted on G2.com.

jitesh r.

Small-Business (50 or fewer emp.)

5/26/2023

"Help scout has helped us to manage our Support Team in a proper way with multiple feature access."

4.5/5

What do you like best about Help Scout?

The Notes section and process automation helps us loop out QA and Dev team to directly look into the tickets and resolve them on the go. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

When we automate ticket emails, every time an email action happens on the ticket thread, the same email is repeatedly sent to all recipients, which causes duplicacy. Review collected by and hosted on G2.com.

Verified User in Financial Services

Mid-Market (51-1000 emp.)

12/28/2023

"EASY MANAGEMENT"

3.5/5

What do you like best about Help Scout?

It is great for content management and allows you check performance of your content with audience Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

It would be great if it automatically prompts customers to review the article when they are about to close it without them having to scroll to the bottom Review collected by and hosted on G2.com.