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Help Scout: Use-Cases, Insights and Reviews | 2025 Cuspera

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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

"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

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 optimize your Helpdesk Management Workflow?

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.

"...I think it's excellent help desk software, but don't expect it to do more than it's designed to do...." Peer review by Gabe S., Non-Profit Organization Management

How can Help Scout enhance your Workflow Management process?

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.

"...Helpscout helps us do that, and with workflows it allows us to identify ways to automate processes so that it requires less interaction from us in cases where it isn't necessary...." Peer review by Mariano D, CEO, Marketing and Advertising

How does Help Scout facilitate 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.

"...If you don t have access to this kind of software, set yourself reminders in your electronic calendar to follow up with particular customers. ..." 14 essential customer service skills that drive business growth

Why is Help Scout the best choice for 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.

"...Numerous Integrations Help Scout makes things better by allowing you to produce and host well-stocked knowledge bases for which you can import information utilizing robust integrations...." Peer review from Featured Customers

How does Help Scout address your Communication Management Challenges?

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.

"...Help Scout has given our team the ability to manage communications much more efficiently...." Peer review by Kevin Meinholz, Enrollment & Retention, University of Wisconsin MBA Consortium

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
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

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

Litmus - Computer Software

Help Scout helped Litmus centralize all customer communications. Before, Litmus used multiple tools and struggled with reporting and manual work. With Help Scout, Litmus combined email, chat, and hel...p articles in one place. This made the team more efficient and improved reporting. As a result, Litmus increased its customer retention rate by 26%.

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Ashesi University - Education

Help Scout helped Ashesi University build a school-wide support center. The IT team used to manage requests through multiple emails, leading to missed conversations and confusion. With Help Scout’s s...hared inbox and knowledge base, they centralized support, improved transparency, and made it easier for students and staff to get help. Features like saved replies, workflows, and Docs saved time and helped new team members learn quickly. The team used automation to sort requests and track common issues, making support more efficient across the university.

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BombTech Golf - ECommerce

Help Scout helped BombTech Golf organize their customer support as the business grew. Before, emails got lost and response times were slow. With Help Scout, all customer conversations are in one plac...e. The team replies faster and tracks customer feedback. Saved replies and reporting features improved efficiency and transparency. BombTech Golf now gives better service and keeps customers happy as they scale.

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Brain.fm - Computer Software

Help Scout helped Brain.fm improve customer support. Brain.fm used Help Scout to track support metrics and organize customer conversations. They achieved a 95% customer satisfaction score and kept re...sponse times under an hour. The tagging feature helped them manage bugs and streamline communication. These improvements led to more positive reviews and stronger customer trust.

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Castiron - Computer Software

Help Scout helped Castiron organize customer support as they launched their food business management platform. Castiron switched from Gmail to Help Scout to avoid missed requests and improve customer... experience. The two-person support team used Help Scout’s shared inbox, knowledge base, and reporting to manage thousands of customers. Their knowledge base articles received over 10,000 views, saving hundreds of hours. Castiron grew its active user base by over 10x while adding only one part-time employee.

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George Washington University - Education

Help Scout helped George Washington University manage a 22% increase in email traffic during the COVID-19 pandemic. The team used features like workflows, saved replies, and internal notes to automat...e tasks and save time. Managers gained better insight with reporting tools and reduced manual work. Even with fewer staff, they maintained high service levels. Other university teams have since adopted Help Scout after seeing these results.

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More Help Scout Customer Stories...

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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 Competitors

More Help Scout Alternatives...

Help Scout Features

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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)

Help Scout Integrations

Help Scout integrates with a wide range of software applications through its robust data import and export capabilities.

Data Import

3.89/5 ★

Read Reviews (285)

Data Export

3.39/5 ★

Read Reviews (93)

Calendly

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Wufoo

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Pipedrive

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Dropbox

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Copper

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Few API Integrations for Help Scout

Wrike

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Quickbase

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Simplesat

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Slack

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Phoneburner

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Software Failure Risk Guidance

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for Help Scout

Overall Risk Meter

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Top Failure Risks for Help Scout

Help Scout Inc. News

Partnership 29/10/2024

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

Financials

SERIES B