Help Scout Reviews
Overall rating
Filter by
Company size
Time used
219 Reviews for UK Users
- Industry: Mining & Metals
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great for Basic Customer Support
Reviewed on 31/10/2021
I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though...
I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer. If you want just a basic customer service software for handling emails then Help Scout is a good choice.
Pros
Help Scout does what it's supposed to do and it's very good at it. No doubt about that. It's the very main reason why many companies trust Help Scout for their customer support management. You can create automations, saved replies, a knowledgebase, and a chat widget (they call it Beacon). Everything works as it's supposed to and we never had any issues so far. It's really easy to set up automations and saved replies, no need to look into their help docs. You just need to use your common sense to navigate through the dashboard. I am using it daily for my client's e-commerce business for the past 6 years and I can say that it's a really solid product.
I also like their mobile app because it works really well. This is very important so you can attend to your customers even when you're not at your desk. Most customers want very quick responses and so the mobile app will be very handy when you don't have access to a computer.
There's no issue with deliverability as all our emails and replies went straight to customers' inboxes, which is very critical for this kind of app.
Cons
I found another software that has more features than this app and the pricing is also good. I wish Help Scout will have a feature where you can snooze or schedule an email or reply, and the ability to create embeddable forms. Also, I wish you can connect your social media accounts so you will be able to easily monitor your social media audiences when they message you or when they comment on your posts. These are available on the other software I found and it is a great alternative to this software.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Help Scout is great for small teams looking for a simple and inexpensive shared inbox
Reviewed on 05/09/2022
Help Scout is a great option for small to medium teams who do not want and overly complicated and...
Help Scout is a great option for small to medium teams who do not want and overly complicated and pricy Help Desk software. It lacks some nice-to-have features but it will still help you provide great customer service.
Pros
Help Scout is great for our 4-person Customer Success Team. We have been using it for over a year and it helps us provide high-quality customer support. It is easy to use, our customers like it because our emails look just like normal emails. Their support team is great, we always get quick and relevant answers.
Cons
I think the reporting feature could really be improved, and we would appreciate a few more features to improve the daily management of support tickets.
Reasons for Choosing Help Scout
Gmail doesn't work well as a shared inbox.Switched From
GmailReasons for Switching to Help Scout
Help Scout looks more like a regular inbox and not an overly automated ticketing system. It is very easy to setup and use. It is also cheaper.- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Pretty convenient and easy to use, but lacking in features…
Reviewed on 02/02/2023
It was ok day to day, but we had to rely on other tools too often to get the job done.
It was ok day to day, but we had to rely on other tools too often to get the job done.
Pros
Super easy to pick up and use and their support was great. They always responded promptly and did their best.
Cons
Compared to other products, it lacks a lot of features and some of what it does have is too simplified.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
One of the best products I've ever used
Reviewed on 22/09/2022
It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips -...
It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips - all of that worked flawlessly, and in rare occasions in which I had to contact their support, it was one of the best experiences as well. If I could choose the tool to handle customer support again, I would go for Help Scout - and I suggest you (aka the reader) to do just that!
Pros
It makes managing incoming cases feel good - I've tried and seen other tools used primarily for customer support, and none of them were comparable to Help Scout for me.
In Help Scout the entire UI puts the focus on serving the customer right, being light on unnecessary noise. Might sound cheesy, but somehow lets you connect better with the person on the other side of the screen.
Cons
That I had to stop using it recently :( Other than that I didn't really find anything that I disliked there.
Alternatives Considered
IntercomReasons for Switching to Help Scout
The entire experience was 10x better in Help Scout :)- Industry: Internet
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Great for starting with customer support
Reviewed on 24/06/2021
It was good, although we decided pretty quickly to move to Intercom.
It was good, although we decided pretty quickly to move to Intercom.
Pros
It was easy to get going and was the first app we used for customer service. It had integration with multiple other apps such as Mailchimp. Supports multiple users.
Cons
It was ticket-oriented, got us into working more with tickets than customers pretty quickly, not because HelpScout but because using tickets and emails for support.
There was no integration with our website, so this was a bummer.
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Good for a temporary fix.
Reviewed on 09/12/2021
It's a good basic system. If you are looking for a ticket system this is a great choice.
It's a good basic system. If you are looking for a ticket system this is a great choice.
Pros
Ease of use
Knowledgebase was easy to implement
Ticket system works as it should
Cons
Our business needed customer management and HelpScout was not a good solution for that.
Alternatives Considered
Zendesk SuiteReasons for Choosing Help Scout
Intercom is another ticket system that works well if that is what you need but we needed more in our CS system.Switched From
IntercomReasons for Switching to Help Scout
Ease of use and set up.- Industry: Printing
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Great customer focused company to work with!
Reviewed on 12/08/2019
Excellent. While there is some admittedly cool functionality that other CRMs offer at higher...
Excellent. While there is some admittedly cool functionality that other CRMs offer at higher prices, they don't make sense for our current business needs and you really can't beat Helpscout when it comes to their customer service and help resources. It's excellent working with a team who really care what their customers and their customers' customers think.
Pros
Their entire philosophy is centered around customer satisfaction and success. This mirrors our own approach and it's great seeing that in action. They are also great at handling questions and service requests, and I love all the support and information resources they offer.
Cons
I wish the reporting functions were better and more detailed. Sometimes when something wasn't functioning in a way that worked for it, their response was suggesting a work around that would require a service plan upgrade when I figured out a work around that could work at our current level, but that is a very minor gripe.
Alternatives Considered
Zendesk SuiteReasons for Switching to Help Scout
At one point we considered switching to Zendesk, but at our current business size and needs, Helpdesk was clearly a better fit for our team.- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Stellar Support Tool for SaaS companies
Reviewed on 13/07/2019
We support a B2B SaaS platform in the Marketing Automation space and provide email support. Help...
We support a B2B SaaS platform in the Marketing Automation space and provide email support. Help Scout executes very well against the challenges that we have.
Pros
Help Scout is purpose-built for Support teams which is fantastic. The features, UI, and reporting align closely with how we run our support team which makes things a lot easier.
We're big on automation and building on top of our tools and have been very impressed both with the workflow capabilities as well as the API endpoints and integrations that are possible.
The team behind Help Scout does a terrific job of supporting us, they have been extremely responsive, down to earth, and accurate in their replies.
Cons
To deliver a really good and consistent experience, the support channels of email, chat, and phone are very discrete and can't be blended as easily together as say a tool like Intercom (where we were coming from).
While a short-term pain for us, I think delivering better in each of the channels ultimately made us a more mature team in the end.
- Industry: Nonprofit Organization Management
- Company size: 51–200 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Help Scout helps out
Reviewed on 25/11/2020
Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer...
Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer support component to it to use their software and platform to start.
Pros
When I used to work at ActBlue as a support associate, I really liked Help Scout's ticketing system. It was straightforward and less confusing than Intercom. Escalating and de-escalating issues was pretty easy. Help Scout is a huge help for customer service, people oriented folks like me.
Cons
This is just a theory but I feel like Help Scout works better with certain email addresses than others. For people who have older emails such as hotmail, aol, or yahoo - their messages don't come across so clearly, which makes helping our customers and clients a real challenge.
- Industry: Alternative Medicine
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Solid Platform, Intuitive User Experience, 'Clean' Look & Feel, and Easy to Perform Basic...
Reviewed on 09/01/2023
I have used Help Scout for over a decade now and I'm kind of loyal to it. I had multiple problems...
I have used Help Scout for over a decade now and I'm kind of loyal to it. I had multiple problems this year where I was almost going to stop using it but their customer service is so good and thorough in the way that they communicate that I decided to stay. Help Scout is really affordable and it's really simple and it does have limits but if you're just looking for a simple way to track your emails and to provide a chat option for your website and to create a knowledge base then it's a really great tool.
Pros
HelpScout is really simple to use & has a really clean interface and their customer service is A+++. I am someone who will stay with the company even if they don't have all the bells and whistles if they have excellent customer service, especially something like an email provider because it's hard to find really great customer service in email. I have been using it for over 10 years, & it also is like a database of all of my customer interactions. So I can type in the customers name at the top of the screen and it will pull up every email that they've ever sent in and every email that we've ever sent to them so it becomes this really powerful documentation tool.
Cons
It doesn't have a ticketing system. So it's not so it sometimes it can be easy to miss emails or to have customer service emails go unanswered if a lot of emails come in at once. And a ticketing system and a lot of other email platforms it will bump it up to the top for you if you haven't answered it in a set amount of days but help scout doesn't have a easy way to do that. Even though it does have a knowledge base it's just not as strong in terms of customer service portal as some of the other tools I've explored like fresh desk.
- Industry: Computer Networking
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
helps businesses streamline their procurement processes
Reviewed on 23/04/2023
Pros
Provides analytics and reporting features that can help businesses track procurement performance and identify cost savings opportunities and provides a user-friendly interface that makes it easy to manage procurement activities.
Cons
Can be difficult to set up and configure, particularly for businesses with complex procurement workflows or legacy systems
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Weekly for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Simple and easy to use functionality
Reviewed on 04/03/2023
Help Scout is a powerful customer service software that offers a range of valuable features to...
Help Scout is a powerful customer service software that offers a range of valuable features to businesses of all sizes. While there are some potential downsides, the strengths of the software are significant and can help businesses provide top-notch support to their customers.
Pros
It has beautiful and easy-to-use UI and UX. It has been made by amazing professionals already in the customer care space. Help Scout can be brought on to any company scale and proves itself with metric improvements rapidly.
Cons
Help Scout's pricing plans are a little expensive, especially for small businesses or startups.
- Industry: Primary/Secondary Education
- Company size: 2–10 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Love using it for customer service
Reviewed on 10/02/2023
Overall, I do enjoy using help scout.
Overall, I do enjoy using help scout.
Pros
It is a very easy software to use. It is super user friendly.
Cons
It can sometimes be a bit confusing knowing what happens when notes are added as a direct message.
- Industry: Logistics & Supply Chain
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.
Reviewed on 05/05/2022
The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free...
The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free Scout. It is an open-source alternative to Help Scout that acts almost the same way.
You need to know how to deploy the self-hosted service, or you can find companies willing to manage it for you. The downside is the setup takes a while, but the positive is that the cost is a small fraction of the amount we were paying to Help Scout.
Pros
HelpScout was the first shared emailing system we implemented that worked flawlessly with our setup. It rivals all other methods that focus on a ticket number approach but makes the communication process simple for users to grasp and professional yet informal.
The best part of Help Scout for us was the shared inbox aspect and the ability to collaborate with others easily.
Cons
Help Scout is expensive. In my opinion, it is overpriced. They started at a great introductory rate and grandfathered those rates for early-stage users. I heard from many users when they increased their rates, all of whom got a personalized message from the [SENSITIVE CONTENT], promising our rates would stay the same.
Months later, they recanted on their promise and hiked our rates. It was not a great feeling being lied to, and my love for the company quickly disappeared.
Other shared email services can replace Help Scout, but this is your best bet if you're looking for a simple approach and are not worried about the price tag.
- Industry: Design
- Company size: Self Employed
- Used Daily for 2+ years
-
Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
Easy to use and helpful features
Reviewed on 14/10/2021
Very helpful and friendly e-mail platform for customer service and customer service related...
Very helpful and friendly e-mail platform for customer service and customer service related analytics.
Pros
I like that it is very easy at the eye, we use it mainly for customer service and e-mail threads are really easy to catch up on even if conversations are several or long. Also Love the preset answers feature, very helpful for general questions.
Cons
The thing I like the least is that filters are not the friendliest sometimes besides the filter you need to look further yourself for specific info.
- Industry: Internet
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Very nice online customer support service
Reviewed on 27/01/2019
I started my career as a support engineer, I used several ticket systems (simple support, kayako,...
I started my career as a support engineer, I used several ticket systems (simple support, kayako, zendesk, some others) and quite familiar with them. When I started to use help scout, I was quite impressed with it. It's very simple, yet it gives the support engineer all the things you need (add comments, canned replies, re-assigning, automatic actions, etc). Also it's very affordable and easy to start using. In fact, when one of my friends asked me for a simple support system, I did recommend him Help Scout. It definitely is better to pay them a small buck, rather than spending your time and effort on purchasing some big system, installing it on your own servers and customising it.
There are some minor things that I'd be happy if help scout improve upon, but otherwise I'm very happy with them.
Pros
* You can setup online ticket support system for your clients very easy and cheaply
* Your support engineers will have everything they need to support your clients effectively
* No bloated unnecessary features, only those that you need
Cons
* Online mobile version leaves much to be desired
* No way to merge several tickets at once
* You can't make a note/reply and keep the ticket open, you have to re-open it.
- Industry: Higher Education
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Great for small teams!
Reviewed on 28/07/2020
When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I...
When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I love that it can be used to send confidential documents securely, and I don't have to interact. It's a great timesaver that way, especially when the people on the other end are using it for the same reason. Yes, you can add more personality and humanity, but in my case, I like being able to work uninterrupted, and no one ever has to say "have a nice day" because all we're doing is sending documents. If you're looking for something a little more personal -- it can absolutely be used that way. The notes and chat functions are helpful, and Help Scout is pretty adaptable to whatever your customer service philosophy entails.
Pros
-Extremely easy to set up, add employees to, and use on a daily basis without hassle.
-Love the option to assign communications and update the status of them.
-Simple, straightforward design.
-Did I mention is was easy? Almost no training required.
Cons
-It would be nice to have more customization options. The simplicity is of appeal here, but the limitations are noticeable.
- Industry: Outsourcing/Offshoring
- Company size: 201–500 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 9.0 /10
Dead Simple to use Help Desk
Reviewed on 11/01/2019
Our company uses HelpScout as its internal Help Desk for all of our associate's requests/needs such...
Our company uses HelpScout as its internal Help Desk for all of our associate's requests/needs such as equipment request, payroll inquiries, BYOD access, and so.
We found HelpScout incredibly useful; it has increased our response time and productivity, and we are starting to build our internal Knowledge Base. Moreover, most importantly, the price is affordable and goes along well our needs.
Pros
Initial setup is straightforward. We currently only use the ticketing/email feature in HelpScout, so setup and email configuration were complete in less than 10 minutes.
The interface is clean, direct, and getting used to the layout is quick.
We have synced our main Mailbox queue to a private channel in Slack, so each time there's a new ticket is sent there, which is beneficial to keep track of incoming tickets.
Working with HelpScout is simple and straightforward. Currently, we only use the ticketing feature, and it's been a gratifying experience. All the essentials like adding internal notes, tags, tagging other agents, and replying to customers are there.
My favourite feature is the search function, which helps you find that four-week-old ticket you closed a while ago easily just by searching a few keywords that were included in it.
Cons
So far, the only complaint we had was the "next" feature, once you reply to a ticket, the next open ticket assigned to you would pop up immediately, and if you're not careful, you might respond the wrong thing to the customer!
- Industry: Mining & Metals
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best Customer Support Tool
Reviewed on 23/12/2021
I needed a customer service software that I could use with my team. I also had to be able to...
I needed a customer service software that I could use with my team. I also had to be able to integrate my other applications like MailChimp and Slack. I was looking for a software that was simple to use, but powerful at scale. After a lot of research, I chose Help Scout. It was easy to use, simple to deploy and integrate with other things that I needed.
Pros
This product is great for a small business or startup who needs to set up a knowledge base. It is simple to deploy, and there is a free plan. The biggest advantage is that it is easy to use and low cost.
Plus, they are very Startup friendly company.
Cons
There is no chat feature in mobile app so you can't send and receive real-time messages when you are on phone.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Easy to use, great support
Reviewed on 15/04/2020
We've used a number of ticket systems and found Helpscout best meets our needs. The integration...
We've used a number of ticket systems and found Helpscout best meets our needs. The integration options are easy to set up and increases the value we get from the software. The support is quick and always helpful.
Pros
Its ease of use, great search with keywords in the help guide area of clients. The ticketing system is great and integrates with Infusinsoft and Trello so we can transfer information between teams. The reporting is also useful for creating guides based on real search terms.
Cons
A recycle bin for deleted guides would be useful and more control over the look and feel or the canned replies.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Ticketing system feels abandoned
Reviewed on 07/02/2022
Day to day it works, but I think better products now exist.
Day to day it works, but I think better products now exist.
Pros
It's reliable, and has most of the functions we need.
Cons
It feels like the ticketing system has now been abandoned as far as new development is concerned. There have been some minor improvements listed for their beacon /messaging widget but little of consequence. As far as I can only the email address passed to their widget is hashed, custom variables are not so bad actors can pass fake or malicious data to support agents. No UK or EU servers.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Help Scout - The solution we were looking for!
Reviewed on 03/12/2018
Help Scout is easy to use, appealing, and very effective. There is always a feature to accommodate...
Help Scout is easy to use, appealing, and very effective. There is always a feature to accommodate our needs.
Pros
Help Scout is so user friendly! In the past, we tried several ticketing systems but they didn't seem to fit in with our flow and organization. We heard about Help Scout, tried it, and simply fell in love! Help Scout is so easy to use and work together as a team.
Cons
The one thing I would really like to see in Help Scout is a Round Robin auto-assignment feature. You can do quite a bit with workflows but I wish there was a simple way to Round Robin auto-assign our incoming tickets.
- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Help Scout is the best customer service management software out there.
Reviewed on 10/04/2018
Help Scout is the best way to manage client communications. It is efficient and intuitive, saving...
Help Scout is the best way to manage client communications. It is efficient and intuitive, saving my team time and keep our communications organized.
Pros
Help Scout allows my team to handle client requests collaboratively and efficiently. The UI makes it easy to view my pending cases, as well as my teammate's cases making it easy to take it over if someone is out of the office.
Cons
I have no cons for Help Scout. All the features and functionality was incredibly well thought out, and it is amazing how helpful it has been for my team.
- Industry: Media Production
- Company size: 2–10 Employees
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Simple & cost effective for small team support
Reviewed on 31/08/2015
We were struggling to ensure all our customer support emails were replied to in a timely manner and...
We were struggling to ensure all our customer support emails were replied to in a timely manner and often we were missing replies or getting confused when multiple employees needed to handle the support.
I tried a few different systems and they were either bolted on to Gmail, which got confusing or overly complicated for a small team. Finding Helpscout was a breath of fresh air. The web app was simple to setup and immediately it made sense with features that gave us the power to ensure we were giving our customers the best service possible.
Pros
* Simple to use with powerful features available if you need them
* Great documentation so little or no training needed for new staff
* Customer service from helpscout is brilliant with quick and helpful responses
* Two favourite features - 1) the ease with which you can move assign conversations back and forward between staff members 2) Save replies - saves so much time!
Cons
* A mobile app or mobile optimised web app is really needed
- Industry: Outsourcing/Offshoring
- Company size: 201–500 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great for customer service and internal requests
Reviewed on 24/10/2019
It was a great experience, definitely worth the investment since it allowed us to measure and...
It was a great experience, definitely worth the investment since it allowed us to measure and create KPIs for the satisfaction of our internal service.
Pros
This tool is very versatile and really snappy, I love how easy you can reply to incoming tickets and keep great analytics of it at the same time. We did the integration to Slack to keep it even easier and faster for our internal requests and products.
Cons
It can come pricey if you are really looking to have a low-cost alternative for your customer satisfaction portion but this should be no downer since when you pay for this platform you get a quick and efficient tool, just be mindful of the costs.