Overview: Helpshift and Help Scout as Help Desk Category solutions.

Helpshift excels in customer feedback and engagement management, offering AI-powered features and robust integration. It suits enterprises in IT and software sectors aiming to enhance customer ties and improve efficiency. Help Scout, on the other hand, shines in helpdesk and workflow management, offering strong customization and collaborative tools. It's tailored for large enterprises in software and media, focusing on customer acquisition and internal communications improvement.

Helpshift and Help Scout: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Helpshift specializes in customer feedback management and engagement management, catering to mobile and offline channels effectively. read more →

Help Scout supports helpdesk and workflow management, focusing on enhancing both engagement and internal communications through email and chat. read more →

Business Goals

Helpshift drives goals like enhancing customer relationships and improving efficiency, which align well with companies looking to increase customer lifetime value. read more →

Help Scout is oriented towards acquiring customers and enhancing customer relationships, ideal for businesses aiming to improve internal communication and thought leadership. read more →

Core Features

Features like AI-powered analytics and custom reports make Helpshift appealing to users seeking deep integration and data security. read more →

Help Scout shines with its custom reporting capabilities and easy migration, supporting users with a need for strong compliance and training features. read more →

Vendor Support

Helpshift offers extensive 24/7 support via chat, ensuring consistent service for enterprises with complex requirements. read more →

Help Scout provides broad support options including extensive phone and email support, featuring comprehensive training and onboarding. read more →

Segments and Industries

Helpshift has strong traction among enterprises and large businesses in IT and software sectors. read more →

Help Scout appeals to large enterprises across diverse industries like computer software and media production. read more →

Operational Alignment

Helpshift aligns with operational needs of enterprises focused on multi-channel customer engagement and feedback processing. read more →

Help Scout fits well within organizations seeking to streamline helpdesk operations and enhance workflow management on a large scale. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

medium

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low

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Security & Privacy Risk

medium

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medium

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Integration Risk

low

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medium

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Phone Support

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Email Support

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Chat Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Helpshift and Help Scout

What Are the key features of Helpshift and Help Scout for Helpdesk Management?

Helpshift and Help Scout both offer helpdesk management features. Helpshift emphasizes in-app support and live chat, while Help Scout focuses on email-based support. Helpshift has a wide range of features and is easy to learn, but lacks a robust web-based help center. Help Scout provides excellent customer support and integrates with knowledge bases but may not be suitable for organizations with extensive call center needs.

"...mostly dealing with live chats and help desk issue...." Peer review by User

"...Messages we send aren't cluttered with branding and noise generated by the helpdesk software...." Peer review by Ben C., Internet

What Are the key features of Helpshift and Help Scout for Engagement Management?

Helpshift and Help Scout are both customer engagement platforms that focus on improving customer experience. Helpshift emphasizes mobile-first engagement with features like in-app messaging and notifications, while Help Scout prioritizes email-based interactions with a focus on providing a personalized experience. Helpshift offers features for proactively engaging customers, like targeted push notifications and surveys, while Help Scout focuses on tools for managing and tracking customer interactions, including follow-up reminders and customer satisfaction surveys. Both tools have limitations in tracking customer interactions over time.

"...It was a good way to interact with customers and dicern their issues in a timely manner...." Peer review by User

"...The main reason I went with them over others was the still small business feel you can give your customers even with dozens of employees being involved in customer interaction...." Peer review by Dustin Danelius, Consumer Services

How efficiently Does Helpshift and Help Scout manage your Knowledge Management?

Helpshift and Help Scout both provide knowledge base features. Helpshift offers an AI-powered knowledge base that can be integrated with other features like in-app messaging and bots. Help Scout's knowledge base is more basic, but it is easy to use and can be integrated with other tools. Helpshift's knowledge base is more sophisticated, while Help Scout's knowledge base is simpler. Both tools have limitations, such as the lack of advanced features in Help Scout's knowledge base.

"...By reducing the number of incoming support requests with an in-app knowledge base and leveraging in-depth user and device data to proactively engage mobile customers with targeted push notifications & in-app surveys, Helpshift s customer care suite has proven to improve agent resolution times and increase user satisfaction with their in-app experience...." Peer review

"...Numerous Integrations Help Scout makes things better by allowing you to produce and host well-stocked knowledge bases for which you can import information utilizing robust integrations...." Peer review from Featured Customers