Logo of Help Scout

Help Scout

Website LinkedIn Twitter

Last updated on

Company health

Employee growth
8% increase in the last year
Web traffic
6% decrease in the last quarter

Ratings

G2
4.4/5
(404)
Capterra
4.7/5
(214)
TrustPilot
3.8/5
(20)
Glassdoor
3.2/5
(40)

Help Scout description

Help Scout is a customer service platform designed for growing businesses. It provides a shared inbox to manage customer emails, live chat, and self-service tools like a knowledge base. Help Scout helps teams stay organized, respond faster, and track performance. It's known for being user-friendly and easy to set up, unlike more complex help desk software.

Gralio opinion about Help Scout

A solid choice for small to medium-sized businesses. It’s best for teams that need simple, effective customer support without extra complexity. The platform is easy to set up and use, with a clean interface that doesn’t overwhelm. It works well for companies in e-commerce, retail, and software, especially those handling customer support over email. Help Scout offers strong collaboration features like shared inboxes and saved replies. It’s not perfect — the mobile app is limited, and CRM integration could be better — but for many, it’s a practical, budget-friendly option.

Who is Help Scout best for

The ideal Help Scout customer is a small to medium-sized business prioritizing efficient and personalized email support. They appreciate the user-friendly interface of Help Scout, valuing ease of use over complex features. Users highlight the platform's simplicity and the helpfulness of customer support, making it a favorite for teams seeking a straightforward solution.

  • Help Scout is a great option for small to medium-sized businesses seeking a streamlined customer service solution.

  • It has a strong track record in industries like E-commerce, Retail, and Software & IT, aligning well with its email-centric approach.

Help Scout features

Supported

Help Scout supports live chat, enabling users to chat with website visitors in real time through its Beacon feature.

Supported

Help Scout supports generating reports on individual agent performance, including metrics such as number of tickets handled, response times, and customer satisfaction ratings.

Supported

Help Scout supports creating and using saved replies for common questions.

Supported

Help Scout supports keyword search with filters and operators.

Supported

Users can exchange private messages using notes inside conversations.

Help Scout reviews

We've summarised 618 Help Scout reviews (Help Scout GetApp reviews, Help Scout Software Advice reviews, Help Scout Capterra reviews and Help Scout G2 reviews) and summarised the main points below.

Pros of Help Scout
  • Clean and simple user interface.
  • Easy to set up and use.
  • Excellent customer support.
  • Useful saved replies and workflows.
Cons of Help Scout
  • The mobile app is underwhelming with limited functionality.
  • The "previous conversation" on the right side is not always accurate.
  • Saved replies are crippled: all images are stripped from the reply.
  • The integration with our CRM could be improved.

Help Scout pricing

The commentary is based on 30 reviews from Help Scout Capterra reviews, Help Scout G2 reviews and Help Scout Software Advice reviews.

Help Scout's pricing is based on the number of contacts helped per month. A contact is defined as someone who received a reply or had their question resolved by the AI assistant. Unlimited users are included in all paid plans. They also offer a Fair Billing Policy, which calculates the contact tier based on a three-month average. Non-profit and startup discounts are available.

See the Help Scout pricing page.

  • Help Scout has a free plan.

  • Help Scout has a free trial.

Free
Free

Includes inbox with all channels, Docs knowledge base, help widget with AI answers, unlimited AI drafts, in-app messaging, and basic reporting. Up to 50 contacts.

Standard
$50 per contact/month

All Free features plus multiple inboxes and Docs sites, API and 100+ integrations, advanced reports, surveys & NPS, CSAT ratings, and customer properties. Starts with 100 contacts.

Plus
$75 per contact/month

All Standard features plus Salesforce, Jira, HubSpot apps, custom fields, advanced permissions, teams, advanced views & workflows, and restricted Docs sites. Starts with 100 contacts.

Pro
Custom

Starts with 1,000 contacts and includes additional security, higher plan limits, and dedicated onboarding.

Help Scout alternatives

Help Scout FAQ

  • What is Help Scout and what does Help Scout do?

    Help Scout is a cloud-based customer service platform that features a shared inbox, live chat, and knowledge base. Designed for growing businesses, Help Scout helps teams manage customer emails, automate workflows, and improve response times. It's known for its ease of use and simple setup.

  • How does Help Scout integrate with other tools?

    Help Scout offers a wide range of integrations with other tools, including popular CRM, marketing automation, and e-commerce platforms. This allows businesses to connect Help Scout to their existing workflows and improve efficiency.

  • What the main competitors of Help Scout?

    Help Scout's main competitors include Zendesk, HubSpot Service Hub, Freshdesk, and Front. These platforms offer similar features such as shared inboxes, live chat, and automation tools designed to improve customer service efficiency.

  • Is Help Scout legit?

    Help Scout is a legitimate and safe customer service platform. It is highly rated on platforms like G2 and Capterra, with users praising its ease of use and excellent customer support.

  • How much does Help Scout cost?

    Help Scout's pricing includes a Free plan, a Standard plan for $50 per month, and a Plus plan for $75 per month. Help Scout's pricing is based on the number of conversations, not the number of users.

  • Is Help Scout customer service good?

    Based on user reviews, Help Scout is well-regarded for its customer service, with many users praising the company's responsiveness and helpfulness. Users consistently report positive experiences with the support team.

Reviewed by

MK
Michal Kaczor
CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

TT
Tymon Terlikiewicz
CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

NEW: Introducing Gralio Screen Buddy

An AI tool that observes your work, finds inefficiencies, and suggests smarter ways to do things. Maybe you can use your tools better, automate tasks, or switch software.

For Individuals
Streamline your daily tasks, get helpful AI tips, and find the right tools for your workflow.
For Businesses
See how your team really works, uncover automation opportunities, and get software recommendations tailored to your processes.