About Help Scout
Help Scout pricing
Help Scout does not have a free version but does offer a free trial. Help Scout paid version starts at US$20.00/month.
Alternatives to Help Scout
Help Scout Reviews for UK Users
Feature rating
- Industry: Veterinary
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Completely changed our business - for the better
Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world.
We're the only vet company I know of that uses a help desk, and we use Help Scout - and absolutely LOVE it. We did use Zendesk previously, but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket # and feel like they're speaking to a robot. Help Scout solved that immediately when we switched.
We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc. etc.
Help Scout is absolutely fantastic, because it's very elegant in it's simplicity - but tremendously powerful in it's capability.
On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them.
We are very loyal Help Scout clients, and plan to be for a long time.
Pros
- extremely simple to use and understand as a user
- treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers)
- fantastic support team that's very responsive and solution focused
- solid API that allows you to bring in data from other apps so that you have a consolidated view of a client, beyond just their email history
Cons
- wish that the interface could be a little more customized for our specific needs
- really don't have any downsides to it - it's a great product
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
One of the best products I've ever used
It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips - all of that worked flawlessly, and in rare occasions in which I had to contact their support, it was one of the best experiences as well. If I could choose the tool to handle customer support again, I would go for Help Scout - and I suggest you (aka the reader) to do just that!
Pros
It makes managing incoming cases feel good - I've tried and seen other tools used primarily for customer support, and none of them were comparable to Help Scout for me.
In Help Scout the entire UI puts the focus on serving the customer right, being light on unnecessary noise. Might sound cheesy, but somehow lets you connect better with the person on the other side of the screen.
Cons
That I had to stop using it recently :( Other than that I didn't really find anything that I disliked there.
Alternatives Considered
IntercomReasons for Switching to Help Scout
The entire experience was 10x better in Help Scout :)- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Ticketing system feels abandoned
Day to day it works, but I think better products now exist.
Pros
It's reliable, and has most of the functions we need.
Cons
It feels like the ticketing system has now been abandoned as far as new development is concerned. There have been some minor improvements listed for their beacon /messaging widget but little of consequence. As far as I can only the email address passed to their widget is hashed, custom variables are not so bad actors can pass fake or malicious data to support agents. No UK or EU servers.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Stellar Support Tool for SaaS companies
We support a B2B SaaS platform in the Marketing Automation space and provide email support. Help Scout executes very well against the challenges that we have.
Pros
Help Scout is purpose-built for Support teams which is fantastic. The features, UI, and reporting align closely with how we run our support team which makes things a lot easier.
We're big on automation and building on top of our tools and have been very impressed both with the workflow capabilities as well as the API endpoints and integrations that are possible.
The team behind Help Scout does a terrific job of supporting us, they have been extremely responsive, down to earth, and accurate in their replies.
Cons
To deliver a really good and consistent experience, the support channels of email, chat, and phone are very discrete and can't be blended as easily together as say a tool like Intercom (where we were coming from).
While a short-term pain for us, I think delivering better in each of the channels ultimately made us a more mature team in the end.
- Industry: Internet
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Great for starting with customer support
It was good, although we decided pretty quickly to move to Intercom.
Pros
It was easy to get going and was the first app we used for customer service. It had integration with multiple other apps such as Mailchimp. Supports multiple users.
Cons
It was ticket-oriented, got us into working more with tickets than customers pretty quickly, not because HelpScout but because using tickets and emails for support.
There was no integration with our website, so this was a bummer.
