Help Scout is good at doing exactly what you expect it to do. It integrates with a few things pretty nicely and works smoothly. It isn’t loaded up with a ton of features that clutter it and which don’t make sense for smaller companies, which is why it’s perfect for our team.
Co-founder & CEO - GMB Fitness
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.
Founder & CEO - Agorapulse
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
We use Help Scout, which I like. It’s fairly easy to get set up. The email the customer sees looks like an actual email, not a support ticket. Help Scout does a good job of making it feel personal. Whether we stay on it depends on how well it works with Salesforce.
Co-founder - Outbound
Help Scout is very transparent for customer service; it’s like you are just having an email conversation.
Co-founder & CEO - Webflow
We’re very pleased that Help Scout finally released a mobile app in 2016. And it’s great! It’s very easy to use, and is a great fit for us. And Help Scout is very affordable, especially compared to Zendesk.
CEO - Mention
Help Scout was helpful for HIPAA compliant ticketing system. The other was Salesforce, but Salesforce was too enterprise for us. Zendesk at the time wasn’t HIPAA compliant, but they are now. Operational and logistical things are done through Help Scout. Anything related to patient data is done through our platform.
Co-founder & CEO - PlushCare
We love Help Scout. They don't have a mobile app, which is a plus, not a minus. I don't want my employees working on support tickets on their phones or at home. I like their support integration into email. We were using Intercom which is the worst tool for chat and customer support. Intercom almost killed our business. We had to get off Intercom as quickly as possible. We replaced Intercom with Help Scout’s Beacon. Our growth has gone up. The overall happiness with our customer has gone up tremendously.
Co-founder & CEO - Occasion
Help Scout is great. It does everything we need related to customer support.
Founder & CEO - Coach.me
Both these tools are good; they keep the tickets and they are not expensive.
Co-founder & Chief Product Architect - Koding
We used Olark in the past, but live chat was difficult to scale for us. We have a free tier, so we had thousands of free users chatting with us everyday, which we simply couldn’t support. Help Scout has a pretty nice API and we’ve built a lot of integrations with it to automatically send users documentation based on what they’re writing us about.
Co-founder & CEO - Nitrous
We were using UserVoice, and there was nothing wrong with it; it was a good customer service tool but there wasn't a lot of flexibility on the “self help” side. We needed to upgrade to an enterprise account to customize it. We switched to Help Scout and you can customize it with a basic account. It was very easy to use compared to Zendesk. It looks nice, it works fast, and I’m happy with the switch. We’ve seen a drop in ticket volume after the switch, because people have been utilizing the self help part. We’ve had a 20% drop in tickets relative to new users, so it’s been working.
Co-founder & CEO - Venngage
All emails to customer service get routed to Help Scout, and we use Help Scout to get them all answered.
Co-founder & CEO - PowerToFly
We were using Desk.com, and now we’re using Help Scout.
Co-founder - Bauxy
I think all customer service software is pretty similar, and all the feature sets are pretty consistent. We went with Help Scout because their pricing was better than others.
Co-founder - BuildZoom
We use Help Scout for their knowledge base, and it’s very simple to use, and very easy to get started. They were also part of Techstars, and we try to use other Techstars companies whenever we can.
Founder & CEO - Knowtify
Help Scout has been getting the job done so far. Help Scout shows us who owns each request, whether the request has been responded to, what its status is, etc., and it makes the whole process really simple. It’s great tool for a small team, but I’m not sure if it would be effective for for larger teams.
Founder & CEO - CoinTent
Help Scout is our support ticket tool. It works well and has a clean interface. Other tools have more bells and whistles, but we have not found the need for that. It’s also very inexpensive (much cheaper than UserVoice), At Mention, we want everyone on our team to answer a few tickets per week. We believe it’s good practice for each of us to face our customers, but it also means that you need a lot of licenses. When you're in a seed stage, those costs really add up.
Head of Growth Marketing (former) - Mention
We have a central help email account that lands in Help Scout.
Co-founder - Cloudo
We used to use Help Scout, which was really awesome when there was four of us. That all changed once we got a dedicated support team. Help Scout didn't have as many customization options, which made it less efficient. Zendesk was really hard to set up, but once it was set up, we could customize it to exactly what we needed.
Co-founder & CEO - Segment
We wanted a tool that just sent normal emails, like it was from Gmail, but with a group inbox. When we signed up for it, Help Scout was the only service that made everything appear to be that simple. We've loved it, so we've stuck with it.
Co-founder & CEO - Zapier
I love Help Scout! It's super simple and not nearly as complicated as Zendesk. Depending on the topic, the issue automatically gets assigned to different people, and it can even auto-respond. The only drawback to it is that it isn't in real time like some of the other software. You have to actively refresh the page to get the newest emails, which can be a big hassle.
Co-founder - BananaDesk
It does the job. I actually like it because it's so simple. I prefer products that are lightweight.
CEO - Canopy Apps
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.
Visit the website: http://www.helpscout.net/