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Help Scout description
Help Scout is a customer service platform designed for growing businesses. It provides a shared inbox to manage customer emails, live chat, and self-service tools like a knowledge base. Help Scout helps teams stay organized, respond faster, and track performance. It's known for being user-friendly and easy to set up, unlike more complex help desk software.
Gralio opinion about Help Scout
A solid choice for small to medium-sized businesses. It’s best for teams that need simple, effective customer support without extra complexity. The platform is easy to set up and use, with a clean interface that doesn’t overwhelm. It works well for companies in e-commerce, retail, and software, especially those handling customer support over email. Help Scout offers strong collaboration features like shared inboxes and saved replies. It’s not perfect — the mobile app is limited, and CRM integration could be better — but for many, it’s a practical, budget-friendly option.
Who is Help Scout best for
The ideal Help Scout customer is a small to medium-sized business prioritizing efficient and personalized email support. They appreciate the user-friendly interface of Help Scout, valuing ease of use over complex features. Users highlight the platform's simplicity and the helpfulness of customer support, making it a favorite for teams seeking a straightforward solution.
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Help Scout is a great option for small to medium-sized businesses seeking a streamlined customer service solution.
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It has a strong track record in industries like E-commerce, Retail, and Software & IT, aligning well with its email-centric approach.
Help Scout features
| Supported Help Scout supports live chat, enabling users to chat with website visitors in real time through its Beacon feature. |
| Supported Help Scout supports generating reports on individual agent performance, including metrics such as number of tickets handled, response times, and customer satisfaction ratings. |
| Supported Help Scout supports creating and using saved replies for common questions. |
| Supported Help Scout supports keyword search with filters and operators. |
| Supported Users can exchange private messages using notes inside conversations. |
Help Scout reviews
We've summarised 618 Help Scout reviews (Help Scout GetApp reviews, Help Scout Software Advice reviews, Help Scout Capterra reviews and Help Scout G2 reviews) and summarised the main points below.
- Clean and simple user interface.
- Easy to set up and use.
- Excellent customer support.
- Useful saved replies and workflows.
- The mobile app is underwhelming with limited functionality.
- The "previous conversation" on the right side is not always accurate.
- Saved replies are crippled: all images are stripped from the reply.
- The integration with our CRM could be improved.
Help Scout pricing
The commentary is based on 30 reviews from Help Scout Capterra reviews, Help Scout G2 reviews and Help Scout Software Advice reviews.
Help Scout is praised by users for its affordability, especially compared to competitors with complex pricing structures. Many highlight its value for the money, offering essential help desk features and integrations even at lower subscription tiers, making it a popular choice for small businesses and startups.
See the Help Scout pricing page.
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Help Scout has a free plan.
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Help Scout has a free trial.
Free
The Free Plan allows for up to 50 conversations per month and includes basic features like email integration, knowledge base access, and in-app messaging.
Standard
The Standard Plan allows for up to 100 conversations per month and includes all Free Plan features plus advanced reporting and analytics, automation rules, and customer satisfaction surveys.
Plus
The Plus plan allows for unlimited conversations and includes all Standard Plan features plus custom branding, priority support, and access to all integrations.
Help Scout alternatives
Zendesk Support Suite
Better suited for larger businesses and those who prioritize extensive integrations and automation. It has more momentum in the market but comes with a less favorable pricing structure.
HubSpot Service Hub
More suitable for enterprise companies. Pricing is perceived as less favorable. Has a larger online presence but is growing slower.
Front
This alternative is generally disliked for its pricing and has less momentum.
Freshdesk
More suitable for Software, IT & Telecommunications. It is growing faster than Help Scout.
Enchant
More suitable for small to medium businesses. It is praised for its pricing and user-friendly interface. It has a strong focus on e-commerce.
SysAid
More suitable for internal IT help desks than customer support.
Help Scout FAQ
What is Help Scout and what does Help Scout do?
Help Scout is a cloud-based customer service platform that features a shared inbox, live chat, and knowledge base. Designed for growing businesses, Help Scout helps teams manage customer emails, automate workflows, and improve response times. It's known for its ease of use and simple setup.
How does Help Scout integrate with other tools?
Help Scout offers a wide range of integrations with other tools, including popular CRM, marketing automation, and e-commerce platforms. This allows businesses to connect Help Scout to their existing workflows and improve efficiency.
What the main competitors of Help Scout?
Help Scout's main competitors include Zendesk, HubSpot Service Hub, Freshdesk, and Front. These platforms offer similar features such as shared inboxes, live chat, and automation tools designed to improve customer service efficiency.
Is Help Scout legit?
Help Scout is a legitimate and safe customer service platform. It is highly rated on platforms like G2 and Capterra, with users praising its ease of use and excellent customer support.
How much does Help Scout cost?
Help Scout's pricing includes a Free plan, a Standard plan for $50 per month, and a Plus plan for $75 per month. Help Scout's pricing is based on the number of conversations, not the number of users.
Is Help Scout customer service good?
Based on user reviews, Help Scout is well-regarded for its customer service, with many users praising the company's responsiveness and helpfulness. Users consistently report positive experiences with the support team.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.