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Help Scout

(No Ratings)
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helpdeskai

Help Scout is a customer service software platform designed to serve businesses of all sizes. It provides a suite of tools aimed at helping businesses deliver exceptional customer service seamlessly and efficiently. The platform integrates multiple communication channels into a shared inbox for easy management and timely responses. With a built-in CRM system, Help Scout allows teams to have a complete view of customer interactions, enabling personalized service. Its self-service knowledge base, Docs, empowers customers to find answers to their questions, reducing the load on customer service teams. Help Scout also offers comprehensive reporting and analytics for performance evaluation, and automation features to streamline processes. It also places a high priority on security, ensuring customer data is well-protected. With its robust integration capabilities, Help Scout serves as a comprehensive solution for customer service needs.

Standard$22/month

per user per month (limit 25)

Plus$44/month

per user per month

Pro$65/month

per user per month (10+ users)

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Key features

Customer Management

Help Scout includes a CRM system that provides a complete view of customer interactions. It allows teams to track customer history, details, and previous conversations, leading to more personalized service.

Integration

Help Scout can be integrated with a variety of other tools and platforms, including email, live chat, phone, and social media. This allows businesses to manage all their customer interactions from one place.

Shared Inbox

Help Scout's shared inbox feature allows teams to manage all customer conversations from one place, regardless of the channel they come from. It helps to ensure no customer query is overlooked.

Automation

Help Scout includes automation features that can streamline customer service processes. For example, workflows can be set up to automatically categorize and assign conversations, send follow-up emails, and more.

Knowledge Base

Known as Docs, this feature allows businesses to create a self-service portal where customers can find answers to common questions. This can reduce the load on customer service teams and provide faster help for customers.

Reports and Analytics

Help Scout provides detailed reports and analytics to help businesses measure their customer service performance. It tracks metrics like response time, resolution time, customer satisfaction, and more.

Security

Help Scout takes security seriously and provides features like two-factor authentication, SSL encryption, and GDPR compliance to ensure customer data is safe.

Pros

Reporting and Analytics

Help Scout provides detailed reports and analytics that can help businesses understand their customer service performance and identify areas for improvement. Metrics like response time, resolution time, and customer satisfaction are easily tracked.

User-Friendly Interface

Help Scout's interface is intuitive and easy to use, which can reduce the learning curve for new users. It's designed to look and feel like an email inbox, making it familiar to most people.

Collaboration Features

Help Scout allows multiple team members to work on the same ticket, which can be very useful for complex issues that require input from different departments or expertise. It also prevents duplicate responses with its collision detection feature.

Cons

Limited Customization

While Help Scout is easy to use, it doesn't offer as much customization as some other helpdesk solutions. For example, the ticketing system is quite basic and doesn't allow for much customization in terms of fields or workflows.

Integration

Although Help Scout does integrate with some other tools, it doesn't have as many integrations as some of its competitors. This could limit its functionality for businesses that use a lot of different software tools.

Pricing

Help Scout's pricing is based on the number of users, which can make it expensive for larger teams. While it does offer a lot of value, small businesses or startups might find it cost-prohibitive.

Frequently asked questions

What is the Docs feature in Help Scout?

Docs is Help Scout's knowledge base feature. It allows businesses to create a self-service portal where customers can find answers to common questions, reducing the load on customer service teams.

Can Help Scout be integrated with other tools?

Yes, Help Scout can be integrated with a variety of other tools and platforms, including email, live chat, phone, and social media. This allows businesses to manage all their customer interactions from one place.

Is there a free trial for Help Scout?

Yes, Help Scout typically offers a free trial for new users. For the exact duration and terms, please check the Help Scout website.

How does Help Scout's shared inbox work?

Help Scout's shared inbox allows teams to manage all customer conversations from one place, whether they come from email, live chat, phone, or social media. It ensures no customer query is overlooked and promotes timely responses.

Does Help Scout offer analytics and reporting?

Yes, Help Scout provides detailed reports and analytics to help businesses measure their customer service performance. It tracks metrics like response time, resolution time, customer satisfaction, and more.

Soical testimonial

We have tracked the following product recommendations or mentions on various public social media platforms and blogs. They can help you see what people think about Help Scout and what they use it for.

"Our team was able to teach themselves Help Scout in a day. It’s like using a shared email inbox — just way more robust and better looking."

Brianne Henderlonghttps://www.helpscout.com/compare/zendesk/

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  • Supported Languages

    en

  • Licensing

    Proprietary

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