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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

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Maria E.

Client Success Specialist

Small-Business (50 or fewer emp.)

5/9/2023

"Support and Services"

5/5

What do you like best about Help Scout?

We can easily support our clients, provide a knowledge base article library, and manage tickets. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

I wish there were more advanced integrations to our CRM and a way to take calls and record calls within Help Scout. Review collected by and hosted on G2.com.

Mike G.

Head of Customer Success

Small-Business (50 or fewer emp.)

3/8/2023

"Straightforward and powerful"

5/5

What do you like best about Help Scout?

Help Scout's overall user interface and navigation is extremely straightforward — it's clear what needs to be taken care of. Compared to other products, the end-user customer experience is also pleasant. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

No complaints — Help Scout works well for us! Would love to see some further integrations with Customer Success platforms, but the API has allowed us to build what we need. Review collected by and hosted on G2.com.

Slumber S.

Customer Service Manager

Small-Business (50 or fewer emp.)

1/25/2023

Business partner of the seller or seller's competitor, not included in G2 scores.

"Kyle Long"

5/5

What do you like best about Help Scout?

At first I was lost and not used to asking for help. But after talking to kyle and realizing how helpful and knowledgeable he is, I felt much more comfy. I am a stickler for plus 1 customer service and boy did he deliver. I thought HelpScout may not be the right fit for what I need but Kyle quickly showed me how to organize my tickets, answered all my questions, and showed me some awesome features Help scout has to offer. Whatever you're paying the kid, double it because you just don't find good people like that anymore. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

I am still learning and getting to used to everything so i do not have any critiques yet Review collected by and hosted on G2.com.

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

When using my gmail acount i was getting email threads with dozens of people in them asking questions along with emails coming at me from several different sources, not just customers, i quickly realized more people than necessary were falling through the cracks and I do not operate that way. I asked my Chief of Staff Kristen for help and she found me the platform with you guys! Everything comes in seperately by time, ticket number, and human being, so i can focus on one person at time in order and make sure EVERYONE is taken care of. Review collected by and hosted on G2.com.

Harry R.

Small-Business (50 or fewer emp.)

5/15/2023

"A great way to manage customer support email inboxes"

4/5

What do you like best about Help Scout?

When I first started as a support engineer, we used Help Scout for all our email support and Intercom for all our chat support. I found Help Scout to be a great environment to manage emails from, with great macro templates, tagging, and lots of other handy automation. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

While I enjoyed Help Scout, it became cumbersome to use both Help Scout and Intercom and most of our support came through via chat, so it made sense to entirely switch. Review collected by and hosted on G2.com.

Emily D.

Director, Support and Operations

Small-Business (50 or fewer emp.)

10/27/2022

"Simplicity and function"

4/5

What do you like best about Help Scout?

I love that Help Scout makes it easy for our team to organize, categorize, and track issues. We use Help Scout for both internal and external support and all of our team members find it easy to use. I also like how integrated the Docs sites are - it makes it easy to quickly link articles and see how many people are viewing different topics in our help libraries. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

I don't find that there are any major downsides of Help Scout - especially for a smaller support team like ours. There are a few minor capabilites I wish that Help Scout had but overall, it works really well for the level at which our support team is at. Review collected by and hosted on G2.com.

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

Help Scout makes it easy to organize different types of support and report on those various mailboxes separately. The reporting features help us see how our user base is growing, what issues our customers are facing, and trends and changes in support over time. It also makes it easy to report on our company metrics such as average time to first response and average time to resolution. Review collected by and hosted on G2.com.

Vanessa R.

Small-Business (50 or fewer emp.)

5/18/2023

"Entry-level customer care platform"

3/5

What do you like best about Help Scout?

It has a friendly interface and requires no inputs of crazy data to work well. The multiple boxes feature are great to keep an up-level, strategic view on your channels easily Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Integration with some channels not available (like Whatsapp) as well as round robins and more complex adjustments not available on this platform. So not sufficient for larger, more complex operations Review collected by and hosted on G2.com.

Geoff T.

Celigo Integration Developer

Small-Business (50 or fewer emp.)

5/9/2023

"I recommend this whenever I hear a CX team is using Gmail"

5/5

What do you like best about Help Scout?

When I was in a team of two CX agents trying to share one Gmail account and effectively address customer emails, adopting Help Scout was huge for us. It led to way fewer duplicated efforts and prevented us from even looking at the same email. Previously we had wasted time drafting and even sending different replies to the same email. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Nothing, I really didn't dislike anything because I was grateful to be using it. Review collected by and hosted on G2.com.

Collin K.

Mid-Market (51-1000 emp.)

5/12/2023

"Product Support made easy!"

5/5

What do you like best about Help Scout?

Help Scout helps to keep tickets organized and front of mind when serving customers. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

After adding a note to a ticket, HelpScout navigates you to a different page. Review collected by and hosted on G2.com.

Shane S.

Marketing Director

Small-Business (50 or fewer emp.)

2/27/2023

"Found the help we needed with HelpScout"

4.5/5

What do you like best about Help Scout?

It is straightforward to get up and running. As part of a small business, we needed something that could be implemented quickly, our support team learn easily, and most of all reach our customers seamlessly. HelpScout accomplished all three. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Right now, unfortunately we can't listen to voicemails since they are in wav file. But hopefully that will be fixed soon! Review collected by and hosted on G2.com.

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

Organization. Prior to Help Scout, we had multiple emails that caused confusion internally and for our customers. So, having a shared inbox and being able to assign, add notes, and tag internally has been a huge help. Now, customers can communicate with us efficiently and we can get them the right help they need internally. Review collected by and hosted on G2.com.

Arnette B.

Small-Business (50 or fewer emp.)

5/21/2023

"Awesome tool that takes customer service to the next level"

5/5

What do you like best about Help Scout?

HelpScout is a game-changer for customer support! Their user-friendly interface and robust features make managing customer inquiries a breeze. The automation and collaboration tools streamline workflows, improving response times and customer satisfaction. With HelpScout, you'll experience top-notch support and efficient communication that takes your customer service to the next level. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

The reporting and analytics features could be more robust, lacking advanced customization options. Review collected by and hosted on G2.com.