Help Scout Overview
This is a summary of the comprehensive capabilities and benefits of Help Scout based on over 3641 insights from peer reviews, customer testimonials, and expert opinions. We included citations from these sources so you can read the full content at the original source if you wish.
Help Scout, Freshservice, Kayako, SolarWinds Service Desk, Teamsupport, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.
Do you need to check if Help Scout is right for your needs? Our Cuspera AI engine can evaluate how Help Scout fits your specific business needs, industry, and context. Get your personalized assessment report today.
Help Scout supports business activities such as:
- Helpdesk Management
- Workflow Management
- Engagement Management
- Knowledge Management
- Communication Management
Help Scout can help you with many business goals, such as Acquire Customers, Enhance Customer Relationships, Improve Internal Communications, Improve ROI, Scale Best Practices, etc. It can help manage these activities if you use E-Mail Chat Website etc. for these needs. As a solution, Help Scout's capabilities include Ticketing, Personalization, Alerts: Popups & Notifications, etc.
Help Scout Computer Software Vertical is its biggest customer base.
Reviews
"The internal benchmarks of success we like to maintain are keeping our happiness score above 90 and our response time to under an hour. Help Scout makes it effortlessly easy to reference these metrics whenever we need them " - Chandler Perog
Cuspera Reviews
11 buyers and buying teams have used Cuspera to assess how well Help Scout solved their Help Desk needs. Cuspera uses 3641 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.
Business Priorities
Acquire Customers and Enhance Customer Relationships are the most popular business priorities peers achieved using Help Scout.
Use Cases
Peers recommend Helpdesk Management , Workflow Management , Engagement Management , as the business use cases that they have been most satisfied while using Help Scout.
Read Peer Reviews and Expert Experience for Business Use Cases
| BUSINESS USE CASES | RATINGS | CUSTOMER AND EXPERT EXPERIENCES |
|---|---|---|
| Helpdesk Management |
4.82/5 ★ |
"...We use it for our interior IT Help Desk despite the fact that it is truly planned more for outer client help...." Peer review by Micheal L, Executive Director, Computer Software |
| Workflow Management |
4.09/5 ★ |
"...Help Scout helped us get a handle on our support workflow and as we've added to our support team, it's made that process painless...." Peer review by Anonymous Reviewer |
| Engagement Management with E-Mail and Chat |
4.95/5 ★ |
"...It's your best solution on the market if you are looking to interact with your customers only via email...." Peer review by Johann K., Customer Support Specialist, Information Technology and Services |
| engaging and following up |
4.83/5 ★ |
"...The next three strategies are all aimed at helping your team find those moments of time to engage customers meaningfully. ..." Actually, Customer Service IS a Cost-Center Here s Why |
| engaging with scheduling & cadence |
3.42/5 ★ |
"The internal benchmarks of success we like to maintain are keeping our happiness score above 90 and our response time to under an hour. Help Scout makes it effortlessly easy to reference these metrics whenever we need them" https://www.helpscout.com/customers/brain-fm/ |
| PEER EXPERIENCES | |
|---|---|
| Helpdesk Management |
4.82/5 ★ |
"...We use it for our interior IT Help Desk despite the fact that it is truly planned more for outer client help...." Peer review by Micheal L, Executive Director, Computer Software |
|
| Workflow Management |
4.09/5 ★ |
"...Help Scout helped us get a handle on our support workflow and as we've added to our support team, it's made that process painless...." Peer review by Anonymous Reviewer |
|
| Engagement Management with E-Mail and Chat |
4.95/5 ★ |
"...It's your best solution on the market if you are looking to interact with your customers only via email...." Peer review by Johann K., Customer Support Specialist, Information Technology and Services |
|
| engaging and following up |
4.95/5 ★ |
| engaging with scheduling & cadence |
4.95/5 ★ |
38+ more Business Use Cases
Our AI advisor, Wyz, harnessed 3641 insights from peers and experts to help you assess how these Help Scout use cases fit your Help Desk needs.
Customer Testimonials
| CUSTOMERS | TESTIMONIALS |
|---|---|
|
The internal benchmarks of success we like to maintain are keeping our happiness score above 90 and our response time to under an hour. Help Scout makes it effortlessly easy to reference these metrics whenever we need them Testimonial By Chandler Perog |
|
Help Scout has replaced a bunch of different tools for us. For example, we used to have a Google Doc with answers to common questions so agents could respond quickly. Saved replies let us get rid of that, Testimonial By Ramin Sabour |
| CUSTOMERS | TESTIMONIALS |
|---|---|
|
Chandler Perog Chief Operating Officer Brain.fm |
The internal benchmarks of success we like to maintain are keeping our happiness score above 90 and our response time to under an hour. Help Scout makes it effortlessly easy to reference these metrics whenever we need them Testimonial By Chandler Perog |
|
Ramin Sabour Co-founder RealtyNinja |
Help Scout has replaced a bunch of different tools for us. For example, we used to have a Google Doc with answers to common questions so agents could respond quickly. Saved replies let us get rid of that, Testimonial By Ramin Sabour |
Case Studies
| COMPANY | CASE STUDIES |
|---|---|
|
Case Study RealtyNinjaRead More |
|
Case Study Brain.fmRead More |
Frequently Asked Questions(FAQ)
for Help Scout
What is Help Scout?
What is Help Scout used for?
What are the top features of Help Scout?
Who uses Help Scout?
What are Help Scout alternatives?
Where is Help Scout located?
Popular Business Setting
for Help Scout
Top Industries
- Computer Software
- Health, Wellness and Fitness
- Media Production
Popular in
- Small Business
- Mid Market
- Enterprise
Peers used Help Scout to Acquire customers and Enhance customer relationships
Help Scout Alternatives
Peer and Expert Opinion on Features
for Help Scout
- Low
- Medium
- High
| FEATURES | RATINGS AND REVIEWS |
|---|---|
| Ticketing | Read Reviews (264) |
| Personalization | Read Reviews (109) |
| Alerts: popups & Notifications | Read Reviews (25) |
| Dashboard | Read Reviews (19) |
| Recording | Read Reviews (17) |
| FEATURES | RATINGS AND REVIEWS |
|---|---|
| Ticketing | Read Reviews (264) |
| Personalization | Read Reviews (109) |
| Alerts: popups & Notifications | Read Reviews (25) |
| Dashboard | Read Reviews (19) |
| Recording | Read Reviews (17) |
IT and Other Capabilities
for Help Scout
- Low
- Medium
- High
| CAPABILITIES (DATA) | RATINGS AND REVIEWS |
|---|---|
| Data Import | Read Reviews (285) |
| Data Export | Read Reviews (93) |
| CAPABILITIES (DATA) | RATINGS AND REVIEWS |
|---|---|
| Data Import | Read Reviews (285) |
| Data Export | Read Reviews (93) |
| CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
|---|---|
| Phone Support | Read Reviews (105) |
| Email Support | Read Reviews (178) |
| 24/7 Support | Read Reviews (1009) |
| Chat Support | Read Reviews (194) |
| CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
|---|---|
| Phone Support | Read Reviews (105) |
| Email Support | Read Reviews (178) |
| 24/7 Support | Read Reviews (1009) |
| Chat Support | Read Reviews (194) |
| CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (2) |
| Custom Reports | Read Reviews (321) |
| Analytics | Read Reviews (57) |
| CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (2) |
| Custom Reports | Read Reviews (321) |
| Analytics | Read Reviews (57) |
Software Failure Risk Guidance
?for Help Scout
Overall Risk Meter
Top Failure Risks for Help Scout
Vendor Profile Details
Company Name
Help Scout
Company Website
https://www.helpscout.com/HQ Location
100 City Hall Plaza, 5th Floor, Boston, MA 02108, US
Employees
101-250
Social
Financials
SERIES B
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