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Help Scout Logo
Help Scout

Help Scout

Composite Score
7.7 /10
CX Score
7.8 /10
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Category
Help Scout
7.7 /10

What is Help Scout?

Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place, all for one low price. The customer experience is simple and training staff is painless, but Help Scout still has all the powerful features you need to provide great support at scale. With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customers.

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Help Scout Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Help Scout.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

89 Plan to Renew

76 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+81 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Help Scout?

5% Negative
7% Neutral
88% Positive

Pros

  • Enables Productivity
  • Respectful
  • Efficient Service
  • Reliable

Feature Ratings

Average 75

Customer Service Workflow Management

77

Customer Self Service Capabilities

77

Customer Service Knowledge Management

75

Analytics and Reporting

74

Multi Channel Support

72

Vendor Capability Ratings

Average 79

Business Value Created

84

Ease of Implementation

82

Usability and Intuitiveness

82

Ease of Data Integration

80

Ease of IT Administration

79

Availability and Quality of Training

78

Vendor Support

78

Quality of Features

78

Breadth of Features

77

Product Strategy and Rate of Improvement

76

Ease of Customization

75

Help Scout Reviews

Chris D.

  • Role: Sales Marketing
  • Industry: Media
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Help Scout has transformed our support processes

Likeliness to Recommend

9 /10

What differentiates Help Scout from other similar products?

Very easy to use, with the option to adapt the process to the specific requirements of our team. Quickly generate documentation using Beacon's built-in support pages. That is fantastic!

What is your favorite aspect of this product?

Help Scout's ease of use, reporting capabilities, and overall ease of use make it a favorite of our team. The reports allow us to emphasize operational aspects for the board of directors and investors. With the interfaces between Slack and Salesforce, we have much greater visibility, which is a huge benefit.

What do you dislike most about this product?

The integration of our customer relationship management system may need some work (but that could be the CRM's fault).

What recommendations would you give to someone considering this product?

The main problem solved is the ease of access for customers to the assistance they need, whether it is self-service, live or asynchronous support from the team. Transferring or escalating support queries to the appropriate team member is a breeze.

Pros

  • Efficient Service
  • Saves Time
  • Helps Innovate
  • Reliable

Jeremy K.

  • Role: Industry Specific Role
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jun 2023

Great software to organize multiple clients!

Likeliness to Recommend

10 /10

What differentiates Help Scout from other similar products?

Help Scout helps me organize emails from clients. Having 50+ clients , I can create rules to automate sorting of emails and goes in each respective inbox. If you're in an environment that is extremely fast, this helps with spending time looking at emails and sorting them out

What is your favorite aspect of this product?

sorting emails , rules etc

What do you dislike most about this product?

its perfect for my daily use

What recommendations would you give to someone considering this product?

keep doing what you're doing

Pros

  • Helps Innovate
  • Continually Improving Product
  • Enables Productivity
  • Saves Time

Andrei A.

  • Role: Operations
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Apr 2023

Easy to use, but difficult to migrate away from

Likeliness to Recommend

8 /10

What differentiates Help Scout from other similar products?

Overall, Help Scout's customizable workflows, collaboration features, integrations, reporting and analytics, and user-friendly interface are key features that differentiate it from other similar products in the customer service software space.

What is your favorite aspect of this product?

Docs (knowledge base). HelpScout's knowledge base allows me to create and manage a library of articles and resources that my customers can access to find answers to their questions and resolve issues on their own. The knowledge base is easy to use and customize, and it has helped me to reduce the volume of support requests that my team receives while empowering my customers to find the information they need quickly and easily.

What do you dislike most about this product?

One common concern is that it can be difficult to migrate away from Help Scout. While the platform provides a range of features and capabilities to manage customer conversations and support requests, once you have committed to using it, it may be challenging to switch to another platform and migrate everything (conversations, knowledge base articles, workflows, saved replies, etc) if your needs or preferences change.

What recommendations would you give to someone considering this product?

Help Scout is quite a powerful and flexible solution that can help you improve your team's efficiency and provide a better customer experience. By evaluating your team's needs, taking advantage of the free trial, considering the cost, and monitoring performance over time, you can make the most of this platform and achieve your customer service goals.

Pros

  • Saves Time
  • Continually Improving Product
  • Enables Productivity
  • Trustworthy

Cons

  • Vendor's Interest First
  • Commodity Features
  • Less Generous

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