Help Scout reviews from startup founders

24 reviews by founders
June 8, 2017

We used to use Help Scout, which was a great product. We were using Intercom at the same time to send in-app messages, and support tickets would be in Help Scout. But users would open support tickets in Intercom and then there was too much stuff in too many places. Things were slipping through the cracks, and I made the decision to put everything in one place. Intercom is not the best support product; I think Help Scout is a better product. But we stuck with it because Intercom has everything in it. Although there are a few features we’ve been crying and yelling for that aren’t getting made. We’re not super happy about their support feature, and we think they still have a long way to go in that area. But the all-in-one aspect is still too important for us to switch.

Emeric Ernoult

Founder & CEO - Agorapulse

Feb. 23, 2017

We used Freshdesk in the past but now we use Help Scout. We use Live Chat for all customer communication. Help Scout works well for our knowledge-based site.

Nadav Shatz

Co-founder & CTO - Tailor Brands

Jan. 13, 2017

Choosing a customer service tool was a lengthy decision process. We started with Front, then we switched to Zendesk and realized it had some shortcomings. Help Scout has been pretty good so far. They recently released a feature that lets you embed Help Scout as a widget into our product that you can use to get help and search our knowledge base.

Brad Vogel

Co-founder & CTO - Mixmax

Help Scout - Best Customer Service Tools for Startups

Help Scout is a customer service tool that’s entirely focused on creating a very personal customer experience. To the customer, interactions via Help Scout appear as an ordinary one-to-one email exchange, whereas on the agent side, Help Scout offers streamlined communication tools like tags, message merging and canned responses. Its interface can make customers feel more valued by avoiding the more impersonal ticketing system and obvious tracking mechanisms, though it lacks the additional features and customization options that larger businesses need to scale. That said, Help Scout is a great option for small teams, especially since it’s one of the cheapest customer service tools on the market, costing just $15 per user per month.

How startups use Help Scout?

Help Scout is beloved by Seed and Series A stage startups, but it doesn’t scale well for larger companies, who tend to swap it out for a more comprehensive solution like Zendesk.

How much does Help Scout cost?

Help Scout keeps it simple with one a low price: $15/user/month. They also have a free plan that consists of one mailbox, three users and fewer features.

Vendor info

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