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
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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

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 can Help Scout enhance your Helpdesk Management process?

How does Help Scout address your Workflow Management Challenges?

How does Help Scout address your Engagement Management Challenges?

How does Help Scout facilitate Knowledge Management?

How does Help Scout facilitate Communication Management?

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
Help Scout testimonial

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
Help Scout testimonial

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
Help Scout testimonial

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
Help Scout testimonial

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

Upstream Tech - Information Technology And Services - Information Technology and Services

Help Scout helped Upstream Tech respond to customer questions within one day. The team used Help Scout’s shared inbox and Docs to simplify support and make onboarding easier. Reporting tools let them... track common customer questions and feedback. Live chat and Beacon messages improved customer engagement and training. Upstream Tech’s support became faster and more organized, making complex products easier for customers to use.

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Senneca Holdings - Manufacturing - Manufacturing

Help Scout helped Senneca Holdings improve team communication across 5 locations. Before Help Scout, the team used Outlook and struggled to assign tasks and track customer emails. Help Scout's shared... inbox made it easy for over 50 users to stay updated and respond faster. The team quickly learned the platform and now manages customer conversations more efficiently. Features like conversation history and notes help them deliver better support.

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Litmus - Computer Software - Computer Software

Help Scout helped Litmus boost customer retention by 26%. Litmus used to manage customer conversations across Intercom and WordPress, which caused inefficiencies and poor reporting. By centralizing a...ll customer communications in Help Scout, Litmus improved team productivity and gained better visibility into the customer journey. The Customer Experience team now works faster and can easily measure their impact. Help Scout’s reporting and workflows made it easier to deliver a seamless customer experience.

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LanguaTalk - Education - Education

LanguaTalk uses Help Scout to support its online language tutoring marketplace. The team implemented Help Scout’s help docs, live chat, and email features to answer customer questions quickly. Beacon... provides users with targeted help articles and device data, making troubleshooting faster. Automated messages guide tutors and students, improving onboarding and engagement. As a result, LanguaTalk receives fewer support requests and can focus on growing the business.

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Brain.fm - Computer Software - Computer Software

Help Scout helped Brain.fm achieve a 95% customer satisfaction score. The team used Help Scout to track support metrics and improve response times. They resolved 60% of issues with the first email an...d kept response times under an hour. Tagging and workflows made it easy to manage bugs and route questions. Brain.fm used positive support experiences to boost app reviews and customer trust.

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Springboard - Online Services - online services

Help Scout helps Springboard support students with a human touch. Springboard uses Help Scout’s help desk and Docs knowledge base to answer questions and provide resources. The Docs knowledge base le...ts students find information and prepare for courses on their own. Springboard values features like workflows, customer profiles, and office hours. The platform helps Springboard build trust and empower students to succeed.

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Help Scout's Beacon Widget

Video Thumbnail

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 .

What are the top features of Help Scout?

Ticketing, Personalization and Alerts: popups & Notifications are some of the top features of Help Scout.

Who uses Help Scout?

Help Scout is used by Computer Software, Health, Wellness And Fitness and Media Production among other industries.

What are Help Scout alternatives?

Cayzu Help Desk, Agiloft Contract Management Suite, Vision Helpdesk and LiveAgent are popular alternatives for Help Scout.

Where is Help Scout located?

Help Scout is headquartered at 100 City Hall Plaza, 5th Floor, Boston, MA 02108, US.
lightning

Peers used Help Scout for helpdesk management and workflow management

Help Scout Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

3.88/5 ★

Read Reviews (2)
Custom Reports

3.99/5 ★

Read Reviews (321)
Analytics

3.94/5 ★

Read Reviews (57)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

3.88/5 ★

Read Reviews (2)
Custom Reports

3.99/5 ★

Read Reviews (321)
Analytics

3.94/5 ★

Read Reviews (57)

Software Failure Risk Guidance

?

for Help Scout

Overall Risk Meter

Low Medium High

Top Failure Risks for Help Scout

Help Scout Inc. News

Product

Webhooks | Help Scout Developers

Help Scout has enhanced its webhook capabilities, allowing users to configure event listeners for various customer interactions. The update includes detailed event types and verification methods for secure integration. This feature supports multiple programming languages, including PHP, C#, Ruby, Node.js, and Java, facilitating seamless integration with external systems.

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Partnership

Import Emails or Tickets Into Help Scout - Help Scout Support

Help Scout has partnered with Import2 to simplify the migration of emails and tickets from various providers into Help Scout. This new import tool supports data transfer from platforms like Zendesk, Salesforce, and Microsoft 365, enhancing user transition by allowing the import of customer profiles and tags. The tool is available for all Standard, Plus, and Pro plans, with a cost structure for imports exceeding 500,000 records.

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Partnership

Help Scout Joins the Shopify Plus Certified App Program - Business Wire

Help Scout has joined the Shopify Plus Certified App Program, enhancing its integration capabilities with Shopify's platform.

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Help Scout Inc. Profile

Company Name

Help Scout Inc.

Company Website

https://www.helpscout.com/

HQ Location

100 City Hall Plaza, 5th Floor, Boston, MA 02108, US

Employees

101-250

Social

Facebook Linkedin Twitter

Financials

SERIES B