Help Scout - Help Desk: Use Cases, Capabilities & Competitors

Name: Help Scout
Brand: Help Scout
Rating: 4.6 (3641 reviews)

4.56 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Help Scout | Simple Customer Service Software and Education

Help Scout Overview

Help Scout provides a shared inbox, help center, and live chat software, equipping teams to efficiently handle customer interactions. This platform enhances customer service by integrating communication tools that allow for seamless and human-centric support. Businesses benefit from Help Scout's ability to manage conversations with ease, ensuring that customer inquiries are addressed promptly and effectively. The software supports over 12,000 companies, emphasizing its reliability and trust within the industry. A notable feature is the platform's capacity to deliver a personalized touch at high speed, which is crucial for maintaining customer satisfaction. Help Scout's solution is ideal for businesses seeking to optimize customer service operations and improve communication workflows.

Use Cases

Customers recommend Helpdesk Management, Workflow Management, Engagement Management, as the business use cases that they have been most satisfied with while using Help Scout.

Other use cases:

Knowledge Management
Communication Management
Collaboration
Training & Onboarding
Customer Feedback Management
Sales Document Management
Contact List Management

See all use cases See less use cases

Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Help Scout.

Other priorities:

Improve Internal Communications
Improve ROI
Scale Best Practices
Establish Thought Leadership
Launch New Products
Improve Consistency

See all business priorities See less business priorities

Help Scout Use-Cases and Business Priorities: Customer Satisfaction Data

Help Scout works with different mediums / channels such as E-Mail. Chat. Website etc.

Help Scout's features include Ticketing, Personalization, Alerts: Popups & Notifications, etc. and Help Scout support capabilities include Phone Support, Email Support, 24/7 Support, etc. also Help Scout analytics capabilities include Custom Reports, and Analytics.

Reviews

"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," - Ramin Sabour

Peer review evidence (same sources as the product rating summary)

"...We all love this tool and definitely feel it helps us to support our customers more effectively...." Peer review by Mariano D, CEO, Marketing and Advertising

"...The UI is great (especially since 2015) and the workflows are easy to learn and relatively powerful...." Peer review by Jesse B., QA Team Lead, Computer Software

"...Our most recent Employee Engagement Survey also had our highest engagement scores to date, with an overall engagement score of 91% (via CultureAmp)...." Diversity & Inclusion at Help Scout: 2019 Fall Update

Help Scout, Cayzu Help Desk, Agiloft Contract Management Suite, Vision Helpdesk, LiveAgent, 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.

Help Scout's shared inbox, help center, and live chat software streamline customer communication management. Teams are equipped with essential tools for efficient service.

Popular Business Setting

for Help Scout

Top Industries

Computer Software
Health, Wellness and Fitness
Media Production

Popular in

Small Business
Mid Market
Enterprise

Help Scout is popular in Computer Software, Health, Wellness And Fitness, and Media Production and is widely used by Small Business, Mid Market, and Enterprise.

Help Scout Customer wins, Customer success stories, Case studies

How does Help Scout facilitate Helpdesk Management?

Help Scout is a helpdesk management software that allows users to manage support tickets via email. The software features customizable knowledge base sites that enable customers to find answers independently. Help Scout is primarily focused on email support, with limited capabilities for other support channels.

"...We all love this tool and definitely feel it helps us to support our customers more effectively...." Peer review by Mariano D, CEO, Marketing and Advertising

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How does Help Scout address your Workflow Management Challenges?

Help Scout streamlines support processes by automating tasks using simple if/then logic, which boosts productivity and customer satisfaction. This tool allows for the categorization of tickets and the delegation of queues, enhancing response speed. However, Help Scout’s workflow limitations include the inability to create folders based on tags and the potential for slow reprocessing of existing cases.

"...The UI is great (especially since 2015) and the workflows are easy to learn and relatively powerful...." Peer review by Jesse B., QA Team Lead, Computer Software

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What benefits does Help Scout offer for Engagement Management?

Help Scout provides a user-friendly interface for managing customer interactions. It streamlines communication and helps track customer satisfaction, making it easier to follow up with customers and resolve issues. Help Scout integrates with other services, making it possible to gather information from various teams. Help Scout lacks the ability to export lists of customers for automated outreach.

"...Our most recent Employee Engagement Survey also had our highest engagement scores to date, with an overall engagement score of 91% (via CultureAmp)...." Diversity & Inclusion at Help Scout: 2019 Fall Update

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How does Help Scout facilitate Knowledge Management?

Help Scout enables the creation of both internal and external knowledge bases. It integrates with other systems, simplifying knowledge base setup and maintenance. The knowledge base, while visually appealing, lacks advanced features.

"...It also has a way to host Knowledge Base documents for customers to find FAQ s. ..." Our Top Freelance Digital Nomad Business Tools

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How does Help Scout facilitate Communication Management?

Help Scout facilitates efficient email communication management by providing tools for tracking, organizing, and responding to customer messages. The platform allows teams to collaborate on customer interactions and manage internal communications effectively. However, Help Scout's capabilities for tracking chats and calls are limited.

"...Ease of use Proactive Support Great Features - especially the blocker that prevents sending the same email twice from different team members Time saving..." Peer review by Ross T., Consumer Goods

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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.

CUSTOMERS	TESTIMONIALS
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
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

CUSTOMERS	TESTIMONIALS
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
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

Help Scout's Beacon Widget

Frequently Asked Questions(FAQ)

for Help Scout

What is Help Scout?

Help Scout is a customer service software that empowers businesses with tools that serve people in the most human, helpful way. It helps to improve customer satisfaction.

Help Scout provides an email-based customer support platform, a knowledge base tool, and an embeddable search or contact widget for customer service professionals. It leverages automation to move fast, providing customers a helpful experience.

Help Scout features include shared inbox to manage conversations at scale, providing instant answers to the customer, engaging people on the website, connect with customers over live chat, and many more.

What is Help Scout used for?

Help Scout is a Help Desk Software mainly used by its customers to Acquire Customers and Enhance Customer Relationships by Helpdesk Management, Workflow Management and Engagement Management .