In Partnership With SelectHub
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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In Partnership With SelectHub
Help Scout Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
to access more information on Help Scout.
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
85 Likeliness to Recommend
89 Plan to Renew
76 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+81 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
- Reliable
How to read the Emotional Footprint
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
Negative
Neutral
Positive
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
Availability and Quality of Training
Vendor Support
Quality of Features
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Help Scout Reviews
Chris D.
- Role: Sales Marketing
- Industry: Media
- Involvement: End User of Application
Submitted Mar 2024
Help Scout has transformed our support processes
Likeliness to Recommend
What differentiates Help Scout from other similar products?
Very easy to use, with the option to adapt the process to the specific requirements of our team. Quickly generate documentation using Beacon's built-in support pages. That is fantastic!
What is your favorite aspect of this product?
Help Scout's ease of use, reporting capabilities, and overall ease of use make it a favorite of our team. The reports allow us to emphasize operational aspects for the board of directors and investors. With the interfaces between Slack and Salesforce, we have much greater visibility, which is a huge benefit.
What do you dislike most about this product?
The integration of our customer relationship management system may need some work (but that could be the CRM's fault).
What recommendations would you give to someone considering this product?
The main problem solved is the ease of access for customers to the assistance they need, whether it is self-service, live or asynchronous support from the team. Transferring or escalating support queries to the appropriate team member is a breeze.
Pros
- Efficient Service
- Saves Time
- Helps Innovate
- Reliable
Please tell us why you think this review should be flagged.
Jeremy K.
- Role: Industry Specific Role
- Industry: Other
- Involvement: End User of Application
Submitted Jun 2023
Great software to organize multiple clients!
Likeliness to Recommend
What differentiates Help Scout from other similar products?
Help Scout helps me organize emails from clients. Having 50+ clients , I can create rules to automate sorting of emails and goes in each respective inbox. If you're in an environment that is extremely fast, this helps with spending time looking at emails and sorting them out
What is your favorite aspect of this product?
sorting emails , rules etc
What do you dislike most about this product?
its perfect for my daily use
What recommendations would you give to someone considering this product?
keep doing what you're doing
Pros
- Helps Innovate
- Continually Improving Product
- Enables Productivity
- Saves Time
Please tell us why you think this review should be flagged.
Andrei A.
- Role: Operations
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2023
Easy to use, but difficult to migrate away from
Likeliness to Recommend
What differentiates Help Scout from other similar products?
Overall, Help Scout's customizable workflows, collaboration features, integrations, reporting and analytics, and user-friendly interface are key features that differentiate it from other similar products in the customer service software space.
What is your favorite aspect of this product?
Docs (knowledge base). HelpScout's knowledge base allows me to create and manage a library of articles and resources that my customers can access to find answers to their questions and resolve issues on their own. The knowledge base is easy to use and customize, and it has helped me to reduce the volume of support requests that my team receives while empowering my customers to find the information they need quickly and easily.
What do you dislike most about this product?
One common concern is that it can be difficult to migrate away from Help Scout. While the platform provides a range of features and capabilities to manage customer conversations and support requests, once you have committed to using it, it may be challenging to switch to another platform and migrate everything (conversations, knowledge base articles, workflows, saved replies, etc) if your needs or preferences change.
What recommendations would you give to someone considering this product?
Help Scout is quite a powerful and flexible solution that can help you improve your team's efficiency and provide a better customer experience. By evaluating your team's needs, taking advantage of the free trial, considering the cost, and monitoring performance over time, you can make the most of this platform and achieve your customer service goals.
Pros
- Saves Time
- Continually Improving Product
- Enables Productivity
- Trustworthy
Cons
- Vendor's Interest First
- Commodity Features
- Less Generous
Please tell us why you think this review should be flagged.
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