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.
Co-founder & CTO - Tailor Brands
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.
Co-founder & CTO - Mixmax
We used to use Help Scout to manage support tickets but when we adopted Intercom, we dropped it. It is a good tool though if you are looking to do email support only. I believe they have since implemented live chat.
Co-founder & CEO - Qwilr
5%Stacklist Startups Are Using Help Scout
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.
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.
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.