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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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Buyer's Guide to Choosing the Right Customer Support Tool

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Delano B.

Sales and Marketing Specialist

Small-Business (50 or fewer emp.)

5/17/2022

"Saves our teams about 50hrs a week"

5/5

What do you like best about Help Scout?

HelpScout is much more than a shared inbox.

Yes, we went from having 6 Outlook shared inboxes to one centralized place for all customer, vendor, and team communications.

What I like the most:

Collaboration. If there's one thing that HS does best is taking team collaboration to the next level:

- Notes with @mentions

- Automatic workflows

- Shared folders

- Email notifications

- Hubspot integration

Search. Visibility across the entire organization and the ability to search.

For us, the ability to search for tickets across all company inboxes is very powerful.

Custom fields. We leverage custom fields for critical info about the ticket in question. Maybe it's a link to a Salesforce record or the customer's work order.

Easy & Fast Setup. Need website live chat? Need docs?

If you've got 10minutes you could set up both in less than that.

UI. The user interface is stellar. I spend hours working in Helpscout every day and don't go home with a headache. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Not able to link tickets to each other. You can merge tickets easily but for that, you need the main contact email to be the same on the two emails you're merging.

Also would love to see a native integration with Asana. Review collected by and hosted on G2.com.

Verified User in Consumer Services

Small-Business (50 or fewer emp.)

1/18/2023

"This solution is easy to use and allows us to improve our productivity."

5/5

What do you like best about Help Scout?

We really like the statistics on the keywords searched in our online documentation. This allows us to improve our articles and better answer our customers' questions. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

The integration with salesforce could be improved. Review collected by and hosted on G2.com.

Angie B.

Customer Service Representative

Small-Business (50 or fewer emp.)

8/2/2022

"HS Great Features"

2.5/5

What do you like best about Help Scout?

HelpScout has a lot of great features that I found useful. Such as, seeing whether an email or message had been read by a customer. Also, being able to work with my team and view tickets together. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

I just wish the program did all the things. Our company switched to Gorgias since we have employees working from home. Now phone, chat and email is all integrated together in one place. Review collected by and hosted on G2.com.

Ariel C.

Customer Success Manager

Mid-Market (51-1000 emp.)

5/17/2022

"It's good for starters"

3.5/5

What do you like best about Help Scout?

The ability to add internal notes without having to send multiple emails to your co-workers Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

The way tickets lose all tags when a case is closed. Finding an old closed ticket is a challenge. Review collected by and hosted on G2.com.

Recommendations to others considering Help Scout:

All in all, is a good tool for support. I would only recommend an improvement in the search for closed tickets, that's something I use frequently in my role. Review collected by and hosted on G2.com.

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

Customer Support / Customer Success. It's easy to tag and sort tickets, it's easy for team collaboration as well, especially thanks to the internal notes feature. It's easy to ping co-workers from outside the support area and bring them to the internal conversation Review collected by and hosted on G2.com.

Marcelo R.

Shareholder & Investor

Small-Business (50 or fewer emp.)

2/17/2022

"Good software for customer success and onboarding"

5/5

What do you like best about Help Scout?

it's easy to integrate, quite simple to use on the day to day and the team behind it are very helpful to it's customers. The startup plan they offer is affordable, specially considering the disparity of currency value between our country and USD. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Wouldn't say it is a dislike, more of a worry. Fee readjustments after our 1st year startup discount grace period is over will hit us hardly as right now our currency is 7x lower than USD, but I presume them to be able to make the adjustments in pricing required by our company. With the disparity between currencies, it can become very expensive to use real soon, depending on the size of your team. Review collected by and hosted on G2.com.

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

We're addressing the need of live chatting with our customers and stopping to use Whatsapp or other messaging tools where we didn't have access to the full customer history of chatlogs. Also, the knowledge database has been very useful to document use cases of our platform, thus allowing to invest in customer training cheaply when compared on having to deal with more and more 1 on 1 meetings. Review collected by and hosted on G2.com.

Maryam S.

Customer Relations Manager

Small-Business (50 or fewer emp.)

2/16/2022

"Good choice for small and growing business with clear pricing and also reasonable"

4.5/5

What do you like best about Help Scout?

The most thing I liked was their sales team that presented a Demo for us. they care about our needs not just sell what they want! also, I like their clear and simple pricing. you can forecast and plan for your cost. for example, other tools like intercom or HubSpot have very complex pricing and I didn't see sincerity and care in their attitude. Also, I liked the UX of the panel, it was so simple. I just have a problem with features for workflows, I mean proactive human-based support.

Oh also report tab is perfect!! simple and so useful! It makes our performance management so easier for both managers and employees. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

as I said in comparison to intercom doesn't have features for proactive and friendly support. and SLA features. and because we're Shopify app developer we need merchandise review for our growth but helpscout have a feature that customer can end the chat. we don't like this feature and we wanted to disable it but we can't Review collected by and hosted on G2.com.

Yiğit T.

editor

Small-Business (50 or fewer emp.)

5/20/2022

"great in everything"

5/5

What do you like best about Help Scout?

very quickly and user friendly. very useful Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

There is nothing I don't like. Recommends to everyone Review collected by and hosted on G2.com.

Clarence Rae d.

HR Specialist & Recruiter

Mid-Market (51-1000 emp.)

5/23/2022

"Help Scout for HR work"

4/5

What do you like best about Help Scout?

Very quick and easy to navigate. Assignment and tagging help a lot in making sure that everything is being properly managed. The whole interface is very simple. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Just the logo/icon for "reply" kind of looks like "back" but I got used to it. Everything works pretty well. Just the quick button to go back to the tab list would be good. Review collected by and hosted on G2.com.

Recommendations to others considering Help Scout:

Help Scout can very much ease up the burden of delegation and organization. Review collected by and hosted on G2.com.

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

I handle recruitment and endorsement for upcoming personnel. As a team, it is good to delegate and document responsibilities. The team is more productive and responsible. Review collected by and hosted on G2.com.

Gabriel K.

Self Employed

Small-Business (50 or fewer emp.)

2/4/2022

"Great & Easy to send and Receive Mail."

5/5

What do you like best about Help Scout?

Help Scout has always helped me receive and send mail from and to multi-company, and always look profissional.

Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly! Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

I genuinely don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication is transparent with quick resolutions. Review collected by and hosted on G2.com.

Recommendations to others considering Help Scout:

Their support team is super responsive and goes above and beyond to help whenever we need anything! Review collected by and hosted on G2.com.

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

Help Scout enables our users to not feel like a number in our queue. The user experiences emailing back and forth with us in a friendly conversation while we can track all the required things on our end through the platform. Ticket numbers exist, but there's no reason a user needs to see them!.it Help me to send mail easily Review collected by and hosted on G2.com.

Ojoma E.

Computer Engineer

Enterprise (> 1000 emp.)

5/18/2022

"Easy to Navigate, Fun to Use."

4.5/5

What do you like best about Help Scout?

The Interface is great. Navigation is easy and clear. I like how the reports are structured. Navigating through MailBoxes is simple and easy and writing documentations using the editor is awesome. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Honestly I think there's nothing I dislike. Although I think I've had some discrepancies with my HelpScout replies. I think there was an update for this that was explained. Everything has been good so far. Review collected by and hosted on G2.com.