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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.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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85 Likeliness to Recommend
88 Plan to Renew
74 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+79 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?
Pros
- Enables Productivity
- Respectful
- Efficient Service
- Caring
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Customer Service Workflow Management
Customer Self Service Capabilities
Customer Service Knowledge Management
Analytics and Reporting
Multi Channel Support
Vendor Capability Ratings
Business Value Created
Ease of Implementation
Usability and Intuitiveness
Ease of Data Integration
Ease of IT Administration
Vendor Support
Availability and Quality of Training
Breadth of Features
Quality of Features
Product Strategy and Rate of Improvement
Ease of Customization
Help Scout Reviews
- Role: Sales Marketing
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Feb 2022
Easy to use and very user friendly
Likeliness to Recommend
Pros
- Trustworthy
- Effective Service
- Saves Time
- Transparent
![](https://cdn.softwarereviews.com/production/profile_image/1903576/original/1903576.jpg?1679434851)
Kelly T.
- Role: Information Technology
- Industry: Healthcare
- Involvement: IT Leader or Manager
Submitted Jan 2022
Game Changer For Our Company
Likeliness to Recommend
What differentiates Help Scout from other similar products?
I love how intuitive the interface is. Most of our users were up and running on it with very little extra training needed.
What is your favorite aspect of this product?
The "traffic cop" that prevents two users from working on the same issue simultaneously.
What do you dislike most about this product?
I'd like a little more admin-level control over some settings within our instance of Help Scout.
What recommendations would you give to someone considering this product?
If you're currently using shared email boxes to manage customer service inquiries and dealing with the frustrations therein, I would definitely take a look at this product. It was a game changer for us.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
![](https://cdn.softwarereviews.com/production/profile_image/1903523/original/1903523.jpg?1705975176)
Bryan M.
- Role: C-Level
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Jan 2022
Helps us provide the best support in the industry!
Likeliness to Recommend
What differentiates Help Scout from other similar products?
Help Scout gives us the ability to understand where our customer is at in their journey and provide a personal level of support far beyond typical canned responses, without requiring that we spend hours to look into a single case.
What is your favorite aspect of this product?
The way that conversation and knowledge base search is easy to access to help us formulate responses, along with the custom property data that we can pull from our app.
What do you dislike most about this product?
Wish there was more flexibility in adding some custom properties to the conversation list for easier case management at a glance
What recommendations would you give to someone considering this product?
We've been using Help Scout for a couple of years now, and it makes it easy to support our customers. Other help desk products feel like a chore in comparison.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing