Search Your Reports For Vendors

Searching...

Your Reports For Vendors

Home Help Desk Help Scout

Help Scout: Use-Cases, Insights and Reviews | 2024 Cuspera

4.56 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(3641)

Help Scout | Simple Customer Service Software and Education

Help Scout Overview

Help Scout's shared inbox, help center, and live chat software streamline customer communication management. Teams are equipped with essential tools for efficient service.

Use Cases

Customers recommend Helpdesk Management, Workflow Management, Engagement Management, as the business use cases that they have been most satisfied with while using Help Scout.

Other use cases:

Knowledge Management
Communication Management
Collaboration
Training & Onboarding
Customer Feedback Management
Sales Document Management
Contact List Management

See all use cases See less use cases

Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Help Scout.

Other priorities:

Improve Internal Communications
Improve ROI
Scale Best Practices
Establish Thought Leadership
Launch New Products
Improve Consistency

See all business priorities See less business priorities

Help Scout Use-Cases and Business Priorities: Customer Satisfaction Data

Help Scout works with different mediums / channels such as E-Mail, Chat, Website, etc.

Help Scout's features include Ticketing, Personalization, Alerts: Popups & Notifications, etc.

Reviews

"The internal benchmarks of success we like to maintain are keeping our happiness score above 90 and our response time to under an hour. Help Scout makes it effortlessly easy to reference these metrics whenever we need them" - Chandler Perog

Help Scout, Freshservice, Kayako, SolarWinds Service Desk, Teamsupport, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Help Scout

Top Industries

Computer Software
Health, Wellness and Fitness
Media Production

Popular in

Small Business
Mid Market
Enterprise

Help Scout is popular in Computer Software, Health, Wellness And Fitness, and Media Production and is widely used by Small Business, Mid Market, and Enterprise.

Comprehensive Insights on Help Scout Use Cases

What makes Help Scout ideal for Helpdesk Management?

Help Scout is a helpdesk management software that allows users to manage support tickets via email. The software features customizable knowledge base sites that enable customers to find answers independently. Help Scout is primarily focused on email support, with limited capabilities for other support channels.

"...We use Helpscout for email support, a support doc center and for logging support calls and chats...." Peer review by User

What benefits does Help Scout offer for Workflow Management?

Help Scout streamlines support processes by automating tasks using simple if/then logic, which boosts productivity and customer satisfaction. This tool allows for the categorization of tickets and the delegation of queues, enhancing response speed. However, Help Scout’s workflow limitations include the inability to create folders based on tags and the potential for slow reprocessing of existing cases.

"...Helpscout helps us do that, and with workflows it allows us to identify ways to automate processes so that it requires less interaction from us in cases where it isn't necessary...." Peer review by Mariano D, CEO, Marketing and Advertising

How does Help Scout facilitate Engagement Management?

Help Scout provides a user-friendly interface for managing customer interactions. It streamlines communication and helps track customer satisfaction, making it easier to follow up with customers and resolve issues. Help Scout integrates with other services, making it possible to gather information from various teams. Help Scout lacks the ability to export lists of customers for automated outreach.

"...If you don t have access to this kind of software, set yourself reminders in your electronic calendar to follow up with particular customers. ..." 14 essential customer service skills that drive business growth

What solutions does Help Scout provide for Knowledge Management?

Help Scout enables the creation of both internal and external knowledge bases. It integrates with other systems, simplifying knowledge base setup and maintenance. The knowledge base, while visually appealing, lacks advanced features.

"...We found HelpScout incredibly useful; it has increased our response time and productivity, and we are starting to build our internal Knowledge Base...." Peer review by Maurice A M., Operations Director

What solutions does Help Scout provide for Communication Management?

Help Scout facilitates efficient email communication management by providing tools for tracking, organizing, and responding to customer messages. The platform allows teams to collaborate on customer interactions and manage internal communications effectively. However, Help Scout's capabilities for tracking chats and calls are limited.

"...More events planning and coordinationMore blog and social media posts sharing our work with the worldBegin building deeper relationships with press and media outlets to share our work with a broader audienceResearchThe research team has been busy with several projects Working on our implementation of the courtWorked on the specification for proposal agreementsUpdated the whitepaperInvestigating meta-transaction support for AragonInvestigating an opt-in mechanism for organizations to allow an external party to safely pause applications that have been reported as unsafeUpcoming work to be done this year Support product team in shipping the court and proposal agreementsSupport documentation and communication efforts related to the Aragon NetworkWork on implementation for proxy/delegate voting and the vote relay..." Aragon One mid-2019 roadmap update

38+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Help Scout solved their Help Desk needs. Cuspera uses 3641 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
Chandler Perog Chief Operating Officer Brain.fm	The internal benchmarks of success we like to maintain are keeping our happiness score above 90 and our response time to under an hour. Help Scout makes it effortlessly easy to reference these metrics whenever we need them Testimonial By Chandler Perog
Ramin Sabour Co-founder RealtyNinja	Help Scout has replaced a bunch of different tools for us. For example, we used to have a Google Doc with answers to common questions so agents could respond quickly. Saved replies let us get rid of that, Testimonial By Ramin Sabour

CUSTOMERS	TESTIMONIALS
Chandler Perog Chief Operating Officer Brain.fm	The internal benchmarks of success we like to maintain are keeping our happiness score above 90 and our response time to under an hour. Help Scout makes it effortlessly easy to reference these metrics whenever we need them Testimonial By Chandler Perog
Ramin Sabour Co-founder RealtyNinja	Help Scout has replaced a bunch of different tools for us. For example, we used to have a Google Doc with answers to common questions so agents could respond quickly. Saved replies let us get rid of that, Testimonial By Ramin Sabour

Case Studies

COMPANY	INDUSTRY	CASE STUDIES
Brain.fm Health, Wellness and Fitness	Health, Wellness and Fitness	Case Study Brain.fm How Brain.fm Achieved a 95% CSAT Score With Help Scout Read More
RealtyNinja Media Production	Media Production	Case Study RealtyNinja How RealtyNinja Supported 300% Customer Growth with Help Scout Read More
RealtyNinja Media Production	Media Production	Case Study RealtyNinja How RealtyNinja Supported 300% Customer Growth with Help Scout Read More

Video

Help Scout's Beacon Widget

Video Thumbnail

Frequently Asked Questions(FAQ)

for Help Scout

What is Help Scout?

Help Scout is a customer service software that empowers businesses with tools that serve people in the most human, helpful way. It helps to improve customer satisfaction.

Help Scout provides an email-based customer support platform, a knowledge base tool, and an embeddable search or contact widget for customer service professionals. It leverages automation to move fast, providing customers a helpful experience.

Help Scout features include shared inbox to manage conversations at scale, providing instant answers to the customer, engaging people on the website, connect with customers over live chat, and many more.

What is Help Scout used for?

Help Scout is a Help Desk Software mainly used by its customers to Acquire Customers and Enhance Customer Relationships by Helpdesk Management, Workflow Management and Engagement Management .

What are the top features of Help Scout?

Ticketing, Personalization and Alerts: popups & Notifications are some of the top features of Help Scout.

Who uses Help Scout?

Help Scout is used by Computer Software, Health, Wellness And Fitness and Media Production among other industries.

What are Help Scout alternatives?

Freshservice, Kayako, SolarWinds Service Desk and Teamsupport are popular alternatives for Help Scout.

Where is Help Scout located?

Help Scout is headquartered at 100 City Hall Plaza, 5th Floor, Boston, MA 02108, US.

lightning

Peers used Help Scout for helpdesk management and workflow management

Help Scout Competitors

More Help Scout Alternatives...

Help Scout Features

Low
Medium
High

FEATURE	RATINGS AND REVIEWS
AI Powered	3.88/5 ★ Read Reviews (2)
Custom Reports	3.99/5 ★ Read Reviews (321)
Analytics	3.94/5 ★ Read Reviews (57)

CAPABILITIES	RATINGS AND REVIEWS
AI Powered	3.88/5 ★ Read Reviews (2)
Custom Reports	3.99/5 ★ Read Reviews (321)
Analytics	3.94/5 ★ Read Reviews (57)

Software Failure Risk Guidance

?

for Help Scout

Overall Risk Meter

Low Medium High

Top Failure Risks for Help Scout

Help Scout Profile

Company Name

Help Scout

Company Website

https://www.helpscout.com/

HQ Location

100 City Hall Plaza, 5th Floor, Boston, MA 02108, US

Employees

101-250

Social

Financials

SERIES B