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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Real user data aggregated to summarize the product performance and customer experience.
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85 Likeliness to Recommend
88 Plan to Renew
74 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+79 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
- Caring
Emotional Footprint
How to Read
Positive
Neutral
Negative
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
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
Vendor Support
Availability and Quality of Training
Breadth of Features
Quality of Features
Product Strategy and Rate of Improvement
Ease of Customization
Help Scout Reviews
Arie S.
- Role: Operations
- Industry: Engineering
- Involvement: Business Leader or Manager
Submitted Oct 2021
Start small and easy with HelpScout platform
Likeliness to Recommend
What differentiates Help Scout from other similar products?
It is simple and very easy to setup and navigate. No need for specialized knowledge or lengthy time spend on integrating it into a work environment.
What is your favorite aspect of this product?
The product is really straight forward, what you see is what you get.
What do you dislike most about this product?
The lack of integration to multitude of common platforms that might have increased the overall productivity of the team using the product.
What recommendations would you give to someone considering this product?
If you are not planning to grow anytime soon, then this product is perfect, however if you consider expanding the customer base and the support base, then you need to look for a more rigid system.
Pros
- Trustworthy
- Saves Time
- Respectful
- Client Friendly Policies
Please tell us why you think this review should be flagged.
Barbara H.
- Role: Industry Specific Role
- Industry: Other
- Involvement: IT Leader or Manager
Submitted May 2021
Fantastic customer engagement product
Likeliness to Recommend
What differentiates Help Scout from other similar products?
This has been our most customer engagement product that I have used in our company.
What is your favorite aspect of this product?
I like the capability of this product to ensure that our customers are always updated and can give their opinions free. Improvement of customer relations in our organization has been of great importance since we have increased our sales and profit gains.
What do you dislike most about this product?
I like everything to do with this product.
What recommendations would you give to someone considering this product?
I recommend this product to any company for powerful and successful customer relations.
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Efficient Service
Please tell us why you think this review should be flagged.
Mark A.
- Role: Sales Marketing
- Industry: Other
- Involvement: IT Leader or Manager
Submitted Apr 2021
Excellent product
Likeliness to Recommend
What differentiates Help Scout from other similar products?
I have no experience from similar products.
What is your favorite aspect of this product?
It enables us to go together with our clients. Our updates on products and services are updated on this portal for our customers to be on the same page with our company.
What do you dislike most about this product?
I have not experienced any poor performance from this great product.
What recommendations would you give to someone considering this product?
It is a great product for ensuring customers and team members work together.
Pros
- Enables Productivity
- Trustworthy
- Effective Service
- Client Friendly Policies
Please tell us why you think this review should be flagged.
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