What is Help Scout?
Empower your team with a people-first support platform focused on delivering exceptional customer experiences. Help Scout provides a unified space for managing customer interactions through a shared inbox, consolidating communications from various channels like email, live chat, and social media. It facilitates seamless team collaboration and organization.
The platform integrates AI capabilities at no extra cost, offering features to summarize long conversation threads, draft replies, edit text, and translate messages, significantly boosting agent productivity. Alongside AI, it offers robust features including a customizable knowledge base (Docs) for self-service, an embeddable help widget (Beacon) with AI-powered answers, proactive messaging for customer engagement, workflow automation to handle repetitive tasks, and comprehensive reporting tools to track performance and customer satisfaction.
Features
- Shared Inbox: Centralize customer conversations from email, chat, social media, and more.
- Docs Knowledge Base: Create and manage a searchable self-service help center.
- Beacon Help Widget: Embeddable widget providing AI answers, contact forms, and live chat access.
- AI Assistance: Summarize conversations, draft replies, refine text, and translate messages with AI.
- Workflows: Automate routine tasks like tagging, assigning conversations, and sending auto-replies.
- Live Chat: Offer real-time support directly on your website or within your app.
- In-app Messaging & Surveys: Engage users with targeted messages and collect feedback (including NPS).
- Reporting & Analytics: Monitor team performance, conversation volume, response times, and customer satisfaction.
- Integrations: Connect with over 100 popular business tools including Salesforce, Jira, and HubSpot.
Use Cases
- Managing customer support emails and requests efficiently.
- Providing 24/7 customer self-service through a knowledge base.
- Offering real-time customer assistance via live chat.
- Automating repetitive support tasks and workflows.
- Gathering customer feedback through CSAT and NPS surveys.
- Onboarding new customers with targeted in-app messages.
- Analyzing support team performance and customer satisfaction.
- Integrating customer support operations with CRM and other business systems.
FAQs
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Why does Help Scout charge per contact instead of per user?
Charging per contact offers more predictable billing, allows unlimited users for broader team collaboration and access to customer feedback, and aligns Help Scout's revenue with the value provided (helping customers). -
Who counts as a contact in Help Scout?
A contact is a unique individual who received a reply from your team or had their question resolved by the AI assistant within a given month. Multiple conversations with the same person during that month only count as one contact. -
How can I estimate my monthly contact count before signing up?
You can estimate by multiplying your total monthly ticket/email volume by 0.7. Alternatively, import historical data during a free trial for a precise count, or start with the Free plan to monitor your actual usage.
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