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Help Scout

Help Scout is a growing email-based help desk platform, knowledge base tool, and an embeddable search/contact widget for customer service teams. They primarily target small businesses to help scaling efforts.

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Date Founded = 2011

Total Funding = $13M

HQ = Boston, Massachusetts

Total Employees = 100+

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Return on Investment: 8/10

Ease of Use: 7.3/10

Features: 7.8/10

Support: 7.8/10

Scalability: 8.1/10

Reason for Our Rating

Help Scout is nailing the basics in a crowded market. They make it easy to collaborate on tickets, customize workflows, and create saved replies for the entire team. That’s about all you can ask for when first searching for a support platform.


But for eCommerce companies we are searching for support platforms that tie into shopping and transactional insight more than help desk ticket ratings. While both are important, and at times interchangeable, your sales are what come first and foremost.

The Good

Helping the Bank Account Help Scout is a much more affordable option for teams needing a simple solution in the per agent model.

Support Police Their ‘Traffic Cop’ feature prevents two agents from replying to the same customer, a common issue for bigger teams.

Ratings In all outgoing emails they include a simple “rate-us” Call-To-Action attached to the email signature. In addition to notes one could leave, customers are able to rate support by selecting on the “Great”, “Okay”, or “Not Good” options. This all funnels to a nicely organized dashboard.

The Bad

Tickets and More Tickets There are reported issues of some of the messages being lost or difficult to find in the platform, especially at high-volume.

No Community As of now we can’t find any forums or community hubs to discuss features and updates.

Any eCommerce? Help Scout is not designed strictly for eCommerce teams like other popular options, so be prepared for a lack of critical functionality to drive revenue.

Pricing

Templates with Help Scout

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