Help Scout Reviews, Pricing, and Features

Table of Contents
Help Scout Reviews, Pricing, and Features

Last Updated: April 2024

Hey there! Did you know that Help Scout is trusted by over 12,000 businesses worldwide? In this blog, we’ll delve into everything you need to know about Help Scout – pricing, features, and Help Scout reviews.

Whether you’re a small business or a large enterprise, Help Scout has got your back with its impressive set of tools designed to enhance your customer service experience. 

So, let’s explore what Help Scout has to offer and discover why it’s the go-to choice for thousands of businesses.

Table of Contents:

Pros and Cons of Help Scout

Pros

Cons

1. User-Friendly Interface: Offers a clean and intuitive interface, making it easy to navigate and use, even for beginners. 

2. Collaboration Features: Your team can collaborate effectively by assigning conversations, leaving internal notes, and sharing customer information. 

3. Reporting and Analytics: Provides detailed insights into customer support metrics, allowing you to track performance, identify trends, and make data-driven decisions. 

4. Email Integration: Seamlessly integrates with your email, enabling you to manage customer inquiries directly from your inbox, saving you time and effort.

1. Limited Customization: While Help Scout offers a user-friendly interface, the level of customization options available for branding and design is somewhat limited compared to other platforms. 

2. Live Chat Limitations: Help Scout’s live chat functionality is not as advanced as dedicated live chat tools, lacking features like real-time visitor monitoring and proactive chat invitations. 

3. Pricing Structure: Some users find Help Scout’s pricing structure to be relatively high, especially for smaller businesses or those with limited support needs.

Recommended: Top 7 Help Scout Alternatives

Help Scout Pricing (Rating ⭐4.4/5, 201 Reviews)

Help Scout offers a 15-day free trial to get you started. Once the trial ends, you can choose from their three pricing plans. 

  • Standard – $25/user/month​
  • Plus – $50/user/month
  • Pro – Custom
Help Scout pricing
Image source – helpscout.com

 

As you can see, the plans are based on a per-user, per-month basis, and you have the option to pay monthly or annually. By opting for the annual billing, you can save up to 20% on the subscription cost. 

Help Scout also has a special plan called “Help Scout For Good” for organizations dedicated to environmental sustainability or human rights, with a 100% discount. Non-profit organizations receive a lifetime discount of 10%. Furthermore, startups have their own pricing structure under the “Help Scout For Startups” plan. 

Overall, there are options available to cater to different types of businesses and causes. For more detailed information about HelpScout pricing, click here!

User Reviews

The biggest advantage is that it is easy to use and low cost. Plus, they are very Startup friendly company.” – ⭐5/5, Verified Reviewer.

Pretty good, the price increase is unfortunate, but it is a solid system.” – ⭐4/5, Ridge S.

Help Scout is expensive. In my opinion, it is overpriced.” – ⭐5/5, Sam B.

Help Scout Reviews on Features

Here’s the breakdown of Help Scout features:

Shared Inboxes (Rating ⭐4.5/5, 14 Reviews)

Help Scout - Shared inbox
Image source – helpscout.com

With Help Scout’s help desk interface, you and your team can access customer email, chat, and telephone conversations through shared inboxes. No more separate inboxes, as everyone can collaborate effortlessly.

User Reviews

HelpScout is much more than a shared inbox. Yes, we went from having 6 Outlook shared inboxes to one centralized place for all customer, vendor, and team communications.” – ⭐5/5, Delano B.

HelpScout powers our operations infrastructure from a shared inbox.” – ⭐5/5, Jack S.

Real-time Collision Detector (Rating ⭐5/5, 1 Reviews)

You won’t have to worry about duplicate efforts or confusion. Help Scout’s “collision detector” shows you in real-time which team members are already viewing or replying to a message, ensuring smooth communication and avoiding any overlapping work.

User Reviews

We have a team answering client emails, and in the past, multiple agents would start replying to the same email, and sometimes our agents gave conflicting info – we love the collision detection feature!” – ⭐5/5, Verified User.

Efficient Inbox Features (Rating ⭐4.3/5, 48 Reviews)

Take advantage of helpful features like saved replies, which let you use canned responses to provide information faster. Leave private notes for your teammates to ask for help or collaborate on solutions. Use tags to streamline service processes and gain valuable insights for reporting.

User Reviews

Collaboration. If there’s one thing that HS does best is taking team collaboration to the next level: – Notes with @mentions – Automatic workflows – Shared folders” – ⭐5/5, Delano B.

the automatic and canned replies make it easy to get information out fast to the user so that they experience minimal downtime.” – ⭐4/5, Brian R.

Saved replies are so helpful. Tags are so helpful.” – ⭐5/5, Lynnette K.

Automated Workflows (Rating ⭐4.2/5, 11 Reviews)

Save time and effort with Help Scout’s automated workflows. Set up if-then logic to automatically assign conversations, create custom folders, and send bulk replies. For example, you can create a workflow that directs messages with specific keywords to the right specialist.

User Reviews

The automation and collaboration tools streamline workflows, improving response times and customer satisfaction.” – ⭐5/5, Arnette B.

The Notes section and process automation helps us loop out QA and Dev team to directly look into the tickets and resolve them on the go.” – ⭐4.5/5, jitesh r.

I love the automation features that HelpScout Offers. It makes things easier for us.” – ⭐4.5/5, Ojoma E.

Knowledge Base (Rating ⭐4.4/5, 33 Reviews)

Help Scout’s knowledge base empowers your customers to find answers on their own, reducing user questions by 30% which in turn minimizes the need for agent-customer conversations. Create informative articles using the user-friendly post editor, complete with customizable categories, related articles, and SEO keywords.

User Reviews

We can easily support our clients, provide a knowledge base article library, and manage tickets.” – ⭐5/5, Maria E.

We wish we could secure the knowledge base website for only our application users so it was not public for everyone to see.” – ⭐5/5, Bryan J.

Insightful Reporting (Rating ⭐4.3/5, 40 Reviews)

Stay on top of your customer service performance with Help Scout’s comprehensive reports. Analyze metrics like chats, emails, phone calls, knowledge base usage, and customer satisfaction. Gain actionable insights to monitor performance, spot trends, and make data-driven decisions.

User Reviews

We also use HelpScout to report on volume, type of questions, etc, which helps us determine staffing needs for the customer relations group.” – ⭐5/5, Verified User.

Being able to build Help Docs and seeing reports of which work best for your customer base is one of my fave features.” – ⭐5/5, Verified User

Trying to get the reports emailed and importing information to other services can me a challenge.” – ⭐4/5, Jess S.

Beacon Chatbot (Rating ⭐4.3/5, 23 Reviews)

Help Scout - Beacon
Image source – helpscout.com

 

Experience the benefits of Help Scout’s Beacon chatbot. It suggests relevant content, collects customer data, and provides quick access to support history. Let Beacon handle routine inquiries so you can focus on solving more complex customer issues.

User Reviews

HelpScout’Is “Beacon” tool is the box of chocolate turtles nestled between the incredible Harry and David pears. It can be used to serve any user-facing needs, regardless of the needs or the user. We use it to give marketing information, offer quick-reference documentation, and provide live chatting with the support team.” – ⭐5/5, Katie M.

the beacon has limited customization ” – ⭐4/5, Derek J.

Seamless Integrations (Rating ⭐4.2/5, 33 Reviews)

Help Scout seamlessly integrates with over 100 applications across various categories like analytics, communication, CRM, e-commerce, marketing, support, and utilities. Connect your existing tools to streamline workflows and boost overall efficiency.

User Reviews

Minor limitations in the API, it still has a much stronger integration framework than many other companies.” – ⭐5/5, Nathan S.

Integration with some channels not available (like Whatsapp)” – ⭐3/5, Vanessa R.

Helpful Support Resources (Rating ⭐4.2/5, 15 Reviews)

Count on Help Scout’s 24×6 email and chat support for assistance whenever you need it. Explore their knowledge base, guides, HelpU events, and newsletters to enhance your customer service knowledge and skills.

User Reviews

their own Support Team, blog, and support content has been incredibly useful and valuable, both personally and professionally.” – ⭐5/5, Verified User.

The support staff is very disappointing. Pre-sales is non-existent. So if you have questions good luck trying to get them actually answered. I sent several inquiries about trying to speak with someone about my very specific use case. And only got generic canned responses.” – ⭐0/5, Verified User.

Recommended: 12 Top Email Support Software in 2023

Bottom Line

Help Scout is a powerful customer support solution with its shared inboxes, automated workflows, knowledge base, and insightful reporting. It offers an excellent user experience and a range of features to streamline your customer service operations.

However, if you’re looking for a comprehensive alternative to Help Scout that provides not only live chat and knowledge base but also omnichannel support and integration with various platforms, Saufter is a perfect choice. It combines all the essential customer support features, including order management, return/exchange center, and automated workflows, in one user-friendly platform.

With Saufter, you can integrate seamlessly with popular social media, messaging, eCommerce, and collaboration platforms like WhatsApp, Instagram, Facebook, Shopify, WooCommerce, Slack, and more. 

So why wait? Start your free trial today and experience the power of omnichannel support with Saufter.

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