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
1
Since last award
88 Plan to Renew
1
Since last award
74 Satisfaction of Cost Relative to Value
1
Since last award
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
Lisa C.
- Role: Sales Marketing
- Industry: Communications
- Involvement: Initial Implementation
Submitted Mar 2020
Overall, I was most impressed with vendor support.
Likeliness to Recommend
What differentiates Help Scout from other similar products?
support from the corporate office
What is your favorite aspect of this product?
support from the corporate office
What do you dislike most about this product?
nothing to dislike
What recommendations would you give to someone considering this product?
Talk to users
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Jeremy M.
- Role: Operations
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Mar 2020
fantastic product!
Likeliness to Recommend
What differentiates Help Scout from other similar products?
It's user experience and intuitive design
What is your favorite aspect of this product?
Simplicity
What do you dislike most about this product?
Lag time ocassionally
What recommendations would you give to someone considering this product?
Do it. Come on, pop the trunk. Do it.
Pros
- Reliable
- Trustworthy
- Effective Service
- Client Friendly Policies