Help Scout
Help Scout is a customer service software that provides shared mailboxes, help desk features, and automation tools to streamline support workflows. It offers email management, help desk tickets, knowledge base, reporting, and collaboration features for support teams.
help-desk
email
knowledge-base
automation
collaboration
Help Scout: Customer Service Software
Help Scout is a customer service software that provides shared mailboxes, help desk features, and automation tools to streamline support workflows. It offers email management, help desk tickets, knowledge base, reporting, and collaboration features for support teams.
What is Help Scout?
Help Scout is a popular customer service software designed for small and medium businesses. It provides a suite of features to help support teams manage customer conversations across multiple channels.
Some key features of Help Scout include:
- Shared mailboxes - Agents can collaborate on a single, shared inbox
- Ticketing system - Customers can submit support tickets which get routed to the appropriate agents
- Knowledge base - An integrated knowledge base to store support articles and content
- Automation tools - Set up workflows like automatic replies, routing rules, tags, and more
- Reporting - In-depth reports on performance metrics like reply times, resolution rates, CSAT, and more
- Multichannel support - Provide support over email, chat, voice, and social media from one platform
Help Scout stands out for its excellent email management capabilities, easy-to-use interface, and strong focus on the customer experience. It integrates well with popular business apps like Salesforce, Slack, and Zendesk to streamline workflows. Overall, it's a great choice for small teams that want an affordable yet powerful service desk.
Help Scout Features
Features
- Shared team inboxes
- Help desk ticketing system
- Knowledge base
- Automations and workflows
- Reporting and analytics
- Email templates
- Conversations and threads
- Team collaboration
Pricing
- Subscription-Based
Pros
Intuitive user interface
Powerful automation capabilities
Robust knowledge base
Shared team inbox improves collaboration
Strong reporting and analytics
Mobile apps available
Cons
Can be pricey for smaller teams
Limited native phone support
Third-party integrations cost extra
Setup and customization can be complex initially
Official Links
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