Help Scout Pricing Overview

I think that all Helpscout integration, Design and the UI are very user friendly

Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration is only available for their Pro and Plus plans. In a market where most ticketing and support services offer real-time chat with customers across all plans, it feels unfair to limit such a useful feature to the most expensive tiers. As a customer, I believe that access to real-time chat should be a basic requirement for any support service. It's frustrating to see that Help Scout is putting such a critical feature behind a paywall, and it makes me question their commitment to customer satisfaction. While Help Scout may still be a reliable choice for some businesses, I hope they will reconsider their pricing model and make this integration available to all users. Until then, I will be exploring other options that offer better value for my money

Support ticketing and costumer's services

it's easy to integrate, quite simple to use on the day to day and the team behind it are very helpful to it's customers. The startup plan they offer is affordable, specially considering the disparity of currency value between our country and USD.

Wouldn't say it is a dislike, more of a worry. Fee readjustments after our 1st year startup discount grace period is over will hit us hardly as right now our currency is 7x lower than USD, but I presume them to be able to make the adjustments in pricing required by our company. With the disparity between currencies, it can become very expensive to use real soon, depending on the size of your team.

We're addressing the need of live chatting with our customers and stopping to use Whatsapp or other messaging tools where we didn't have access to the full customer history of chatlogs. Also, the knowledge database has been very useful to document use cases of our platform, thus allowing to invest in customer training cheaply when compared on having to deal with more and more 1 on 1 meetings.

The main tool where you deal with queries is very solid and a big improvement over email

The iOS SDK has been turbulent and it often feels like I am the one doing the testing on it. They have also put their prices up several times in recent years. Also, there is a big push into services like chat which don't really apply to my business, but seem to be at the expense of the quality of the product as a whole. Or at least, I believe that's where some of the issues in the iOS SDK came from.

Customer support

Help Scout offers all the features you want, but doesn't nickle and dime you for it like the bigger names do. (Integrations, custom reporting, Help Desk/FAQ Center, CSAT, etc.)

Once you've been working in other software for a while, it can be slightly challenging to find where everything is. BUT I feel like their terminology is easier to jump into out-of-the-box so the learning curve is not steep.

Most of my clients are startups and smaller businesses, and these businesses need more features and integrations each year as they hone in on their processes and goals. The bigger-name software escalates in pricing for various features so quickly that it just doesn't make sense for a small business where every dollar really counts. Help Scout offers most of the functionality my clients need, even at the lower tiered subscription, and it doesn't feel like settling for less. Help Scout is more geared toward smaller companies with their offerings and pricing.

The most thing I liked was their sales team that presented a Demo for us. they care about our needs not just sell what they want! also, I like their clear and simple pricing. you can forecast and plan for your cost. for example, other tools like intercom or HubSpot have very complex pricing and I didn't see sincerity and care in their attitude. Also, I liked the UX of the panel, it was so simple. I just have a problem with features for workflows, I mean proactive human-based support. Oh also report tab is perfect!! simple and so useful! It makes our performance management so easier for both managers and employees.

as I said in comparison to intercom doesn't have features for proactive and friendly support. and SLA features. and because we're Shopify app developer we need merchandise review for our growth but helpscout have a feature that customer can end the chat. we don't like this feature and we wanted to disable it but we can't

easily chat with customers. Anthony in their team was perfect because he understood me and helped me a lot. reasonable and clear pricing is perfect.

I’m not wading through a messy inbox anymore. My emails now feel more like a neat to-do list and I love the feeling of clearing all of them out. Help Scout has seriously made me into a more organized person and I feel like taking care of my clients is easy in a way it wasn't before. My company explored other options last year and the resounding opinion of my entire team is that we did NOT want to lose Help Scout. I don't think this was an aversion to change, but rather an appreciation for the system Help Scout had let us create with each other. It's very easy to work together as a a team by using it and I would imagine it provides excellent oversight for our manager. It's pretty motivating that anyone in my company can see my responses to my customer over Help Scout. If your'e great at customer service, you love this feature. If you want to fly under the radar and do a mediocre job, Help Scout would find you out pretty fast.

You’re not able to email multiple contacts from help scout and that's kind of frustrating. A lot of my clients have multiple points of contact and to reach all of them I have to address one person and then put the rest on CC. I understand it's not a system to be used for mass messaging but I think a lot of my contacts probably wonder why they're on CC and not one of the recipients.

Before Help Scout I really couldn’t take a vacation in peace. Seriously. But the visibility it offers on all of my customer emails makes taking care of clients a team effort now in my office. And that’s been a real game changer. When I return from being away I can see exactly how my clients were taken care of. And my manager can too.

I have a more organized email system now with my team and feel like that have helped productivity. Better customer service for our clients and communication in our teams day to day status reports.

Me and my team have not been able to send multiple contacts in the emails we have to CC each one which is time consuming and delays us with some tasks Also support tickets issue and help beacon problems and no workflow able to be used thru that protocol.

Customer feedback ,able to track our team and employee customer support workloads We just started using Help Scout for ticket tracking and customer feedback.

Easy to use, feels more like a conversation, and it doesn't make the client feel like they are in a ticketing system. We love in-app support and knowledge base features.

We wish we could secure the knowledge base website for only our application users so it was not public for everyone to see. Other than that, the app works great.

The ability to connect quickly with clients over more than just email. Many of our client users do not have work emails or easy access to them so the in-app chat breaks down the client and support communication barrier. We also love the ability to send targeted messages to users to let them know about app issues or updates.