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.
Date Founded = 2011
Total Funding = $13M
HQ = Boston, Massachusetts
Total Employees = 100+
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.
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.