15 years helping British businesses
choose better software

What is Help Scout?

With Help Scout, you can be available everywhere your customers need help, while giving your team the collaboration, organization, and automation tools they need to move faster. Deliver email, self-service, and live chat support from one powerful platform that feels just like your inbox. Answer 52% more emails with ease and reduce your support volume by 30%. You'll have happier customers and fewer support requests — everyone wins.

Who Uses Help Scout?

Unlike enterprise tools that are hard to set up, create an impersonal experience, and require admins to manage, Help Scout lets you keep things simple, move fast, and focus on delighting customers.

Help Scout Software - Manage all your team email inboxes, like support@, sales@, and finance@, in one tool.
Help Scout Software - Whether you have a team of 5 or 500, Help Scout keeps everyone on the same page so nothing slips through the cracks.
Help Scout Software - With Help Scout's familiar interface, your team can start responding to emails in minutes. Plus, get access to organization, automation, and collaboration tools to make your job easier.
Help Scout Software - Reduce your support volume by at least 30% with a knowledge base that's designed for customer self-service.
Help Scout Software - Reports let you evaluate your team's volume by channel, busiest hours, and trending topics among your customers.

Not sure about Help Scout? Compare with a popular alternative

Help Scout

Help Scout

4.7 (213)
US$20.00
month
Free version
Free trial
74
79
4.7 (213)
4.4 (213)
4.7 (213)
VS.
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
US$7.75
month
Free version
Free trial
160
20
4.0 (14,133)
4.3 (14,133)
4.2 (14,133)
Green rating bars show the winning product based on the average rating and number of reviews.

Other great alternatives to Help Scout

Jira
Top rated features
Agile Methodologies
Project Planning/Scheduling
Task Management
Outseta
Top rated features
Contact Management
Email Management
Lead Management
TeamSupport Messaging & Live Chat
Top rated features
Live Chat
Multi-Channel Communication
Transcripts/Chat History
Freshdesk
Top rated features
Real-time Consumer-facing Chat
Support Ticket Management
Ticket Management
HappyFox Help Desk
Top rated features
Real-Time Notifications
Support Ticket Management
Ticket Management
JAGGAER
Top rated features
Compliance Management
Inventory Management
Purchase Order Management
Claris FileMaker
Top rated features
Access Controls/Permissions
Backup and Recovery
Data Storage Management
LiveAgent
Top rated features
Call Logging
Call Recording
Proactive Chat
ServiceNow Customer Service Management
Top rated features
Knowledge Base Management
Support Ticket Management
Task Management

Reviews of Help Scout

Average score

Overall
4.7
Ease of Use
4.7
Customer Service
4.7
Features
4.3
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
69%
4
27%
3
5%
Abraham
Abraham
Social Media Manager & Administrative Support in Philippines
Verified LinkedIn User
Mining & Metals, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Great for Basic Customer Support

5.0 3 years ago

Comments: I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer. If you want just a basic customer service software for handling emails then Help Scout is a good choice.

Pros:

Help Scout does what it's supposed to do and it's very good at it. No doubt about that. It's the very main reason why many companies trust Help Scout for their customer support management. You can create automations, saved replies, a knowledgebase, and a chat widget (they call it Beacon). Everything works as it's supposed to and we never had any issues so far. It's really easy to set up automations and saved replies, no need to look into their help docs. You just need to use your common sense to navigate through the dashboard. I am using it daily for my client's e-commerce business for the past 6 years and I can say that it's a really solid product. I also like their mobile app because it works really well. This is very important so you can attend to your customers even when you're not at your desk. Most customers want very quick responses and so the mobile app will be very handy when you don't have access to a computer. There's no issue with deliverability as all our emails and replies went straight to customers' inboxes, which is very critical for this kind of app.

Cons:

I found another software that has more features than this app and the pricing is also good. I wish Help Scout will have a feature where you can snooze or schedule an email or reply, and the ability to create embeddable forms. Also, I wish you can connect your social media accounts so you will be able to easily monitor your social media audiences when they message you or when they comment on your posts. These are available on the other software I found and it is a great alternative to this software.

Lillian
Lillian
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Help Scout is the most effective method of providing assistance

4.0 9 months ago

Comments: Our clients' enterprises have knowledge bases, live chat, and self-service support widgets from Helpscout. However, since only one KB may be created per subscription, the Helpscout team may look into allowing numerous KBs per workspace.

Pros:

Helpscout is our principal platform, as the vast majority of our customers require either a knowledge base or live chat help for their enterprises. Therefore, we provided them with a Helpscout-based knowledge library and made live chat available to them.

Cons:

The platform's interface, especially the inbox UI, has a lot of room for improvement, and there is now just one knowledgebase template/design available, which is disappointing.

Chrisarn
Marketing Officer in US
Marketing & Advertising, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Help Scout: A Super Remarketing System for Customer Services and Helpdesk

5.0 3 weeks ago New

Pros:

Help Scout is an effective customer support tool that has quality features. It is simple to handle customer ticketing and help desk services using Help Scout.

Cons:

To date, there is nothing irritating I have found about Help Scout. Help Scout is incredible.

Verified Reviewer
Verified LinkedIn User
Consumer Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Good for a temporary fix.

3.0 2 years ago

Comments: It's a good basic system. If you are looking for a ticket system this is a great choice.

Pros:

Ease of use Knowledgebase was easy to implement Ticket system works as it should

Cons:

Our business needed customer management and HelpScout was not a good solution for that.

Oparanya
Finance Manager in US
Construction, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Help Scout: A Comprehensive and Reliable Customer Service Solution

5.0 3 weeks ago New

Pros:

Help Scout has been a reliable and accurate help-desk and customer service solution. The features of Help Scout are superb.

Cons:

I like the efficiency of Help Scout's features. No complains at all.