Help Scout

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Help Scout Reviews: This detailed tool review will take you through Help Scout’s key features, pricing plans, and other specifications.

What is Help Scout?

Help Scout is designed to enable businesses to stay connected with their customers in the most human way. It is a marketing tool that allows companies to create long-lasting relationships with their customers. 
It is a perfect solution for companies that are customer-centric and prioritize customer relationships. The platform is loaded with features that allow users to create personalized emails. The reporting features along with an impressive integrated knowledge base make it one of the best tools for companies of all sizes.


Vendor Information 


Help Scout Key Features

  • Shared Inbox

The shared inbox feature allows you to store all your support requests in one place. You can also create separate mailboxes for different teams, brands, and email addresses. 
Users can send private notes using the @mentions to collaborate with teammates and solve problems. Create a searchable library of replies to the most frequently asked questions. Tag customer conversations and automate your workflows. 

  • Knowledge Base

Create content at lightning speed by adding hyperlinks, images, videos, tables, and videos. Customers can go through your knowledge base articles from different sources on your website. Provide instant answers to all your customer queries. You can also customize your knowledge base with a custom SS. 

  • In-app Messaging

You can use the in-app messaging feature to onboard your customers, interact with new leads, and offer proactive support with triggered notifications. The reports function enables you to evaluate which messages are doing well and cultivate seamless customer interactions. 

  • Customer Management

Treat every customer like a king. You can use the customer management feature to provide the most relevant and personalized support. It offers customer information, a peek into past conversations, and a history of app activity. 
Craft better and more impactful responses in just a few minutes. You can also auto-update customer data through the Beacon API documents. 

  • Reporting

Evaluate your entire team’s key metrics, track its busiest hours, and understand which topics are a hit among your customers. Segregate your data with advanced filters and also save custom views for quick access later. 


Help Scout Features Overview

  • Alerts
  • Archiving
  • Automated routing
  • Canned responses
  • Content management
  • Customizable branding
  • Chat
  • Email management
  • Knowledge base management
  • Performance metrics
  • Real-time chat
  • Reporting
  • Response management
  • Signature management
  • Social media integration
  • Workflow management

Help Scout Pricing

The vendor offers three main pricing plans. If you want to learn more about Help Scout pricing, continue reading. 

Standard

Price:

  • $20 per user/month (annual)
  • $25 per user/month (monthly)

Includes:

  • 3 mailboxes, 1 docs site
  • Messages
  • Beacon with live chat

Plus

Price: 
$35 per user/month (annual)
$40 per user/month (monthly)
Includes:

  • All features in the Standard plan
  • 10 mailboxes, 1 docs site
  • Custom fields
  • Teams

Company

Price: custom pricing
Includes:

  • All features in Plus
  • Unlimited mailboxes
  • Unlimited Docs sites

Help Scout Pros and Cons



PROS:
  • The tool is extremely easy to use and understand
  • The platform’s API  enables you to pull in data from other applications
  • It is an excellent tool to handle service requests and customer queries
  • Escalating and de-escalating bottlenecks is very easy
  • The internal tags and custom tags are some of the best features of the tool that allow seamless collaboration

CONS:
  • The Zapier integration list has limited options
  • The email forward function is not up to the mark
  • There are some glitches in the Android application
  • The styling and layout of the Knowledge Base needs to be improved
  • The online mobile version falls short on many fronts



Help Scout Integrations


Help Scout Specifications

Free Trial – Yes

Free Version – No

Deployment

  • Cloud, SaaS, Web-based

Devices supported

  • Windows
  • Mac
  • Android
  • iPad/iPhone

Training

  • Live online
  • Webinars
  • Videos
  • Documentation

Help Scout pricing plans

Standard

Price:

  • $20 per user/month (annual)
  • $25 per user/month (monthly)

Plus

Price: 

  • $35 per user/month (annual)
  • $40 per user/month (monthly)

Company

Price: custom pricing
Typical customers

  • Small businesses
  • Medium-sized businesses
  • Large businesses

Languages supported

  • English

Help Scout support

  • Email
  • FAQs
  • Phone support
  • Knowledge base
  • 24/7 (live rep)
  • Chat

Help Scout Alternatives

Can you tell us if you found everything you were looking for while reading this Help Scout review? Tell us about your experience while using the tool by commenting below. 



 

Free Trial
Supported Devices
Windows
Linux
Android
iPhone/iPad
Mac
Web-based
Deployment
Cloud Hosted
Cloud, SaaS, Web
Mobile – Android Native
Mobile – iOS Native
On Premise
Open API
Language Support
English
Hindi
Spanish
French
Russian
Italian
Dutch
Danish
Polish
Turkish
Swedish
Pricing Model
Monthly payment
Annual Subscription
Quote-based
Training
Documentation
Webinars
In Person
Live Online
Customer Types
Small Business
Large Corporations
Freelancers
Medium Business
Support
24/7 (Live Rep)
Email
FAQs
Knowledge Base
Phone support
Chat support
Features
Email Marketing
Landing Pages
Marketing Automation
Webinars
CRM
Autoresponders
Automation
Workflow builder
Customizations
Integration
Integration
8.6 Total Score

Design
8.5
Usability
8.5
Support
9
Price
8.5
Add your review

Karandeep V

Karandeep was born in Pune, Maharashtra, an upcoming metropolitan city in the Western region of India. While most members of his family are engineers, he had different ideas. He was more inclined toward exploring the non-technical aspects of a business, which is why he studied Bachelors of Business Administration at Symbiosis International University, Pune.  Having said that, his love for new and upcoming technologies remained intact, which is why he has written extensively about technology throughout his career. After a brief stint with a gaming company at the beginning of his career, he discovered that his love for writing was not temporary.  Being a tech geek, he always liked installing and playing around with new applications on his mobile devices and the home desktop. He was fascinated by how technology can simplify even the most mundane and complex tasks with just a few commands. He keeps a close eye on how businesses use different tools to streamline their operations to boost productivity and efficiency.  At ToolsMetric, he writes product reviews that cover the main features and specifications of different enterprise applications. The sheer amount of innovation and hard work that goes into building these tech solutions is one of the reasons why Karandeep loves reviewing these tools. Besides product reviews, he also writes interesting news articles and blogs that track the latest developments in the tech industry.  When he is not writing, you can find him rooted to his seat playing video games, watching movies, or supporting his favorite football team. Since his childhood, he has always loved to travel and explore new places. Traveling is a major part of his life due to a myriad of reasons such as experiencing new cultures, food, and traditions. His other hobbies include playing football, cooking, and running.  You can find him on LinkedIn here.

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