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Help Scout

Customer Support Help Desk


Tiny
Published 10/23/2014 and rated Ratingstars4 4 out of 5 stars
by Robyn Valenzuela
What can you use the app for?

Help Scout is an ideal application for those who need to manage a "catch-all" kind of email address such as a contact@, support@, etc. Basically, the organization could forward all incoming emails from that address to their Help Scout address. From there, Help Scout goes to work. Help desk tickets can be created, automated responses can be managed and "canned responses" can be created so the organization can quickly and effectively service their customers. The emails and tasks that come into Help Scout can be assigned to users and teams can see if another team member is already replying to a customer email so that there are no duplicated efforts. Help Scout can also act as a Customer Relationship Manager tool in that it builds customer profiles and also scours the Internet's public records to pull pertinent information about the person (business, title, even available photos). Help Scout also manages the previous conversations with an individual so anyone from a service team can respond right where the last team member left off. Help Scout can integrate with many email platforms including Outlook, Gmail, Mail and more. Finally the application offers a number of reporting and analytic tools so organizations can ensure that they are responding to their customers in the most manageable and profitable way.

Help Scout screenshot
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What is the history and popularity of the app?

Help Scout was developed and is managed by Brightwurks. They are also the creators of an application called Feed My Inbox as well. Help Scout launched in February 2010. The Brightwurks team is based out of Boston, Massachusetts and is a team of three individuals: Denny Swindle, Nick Francis and Jared McDaniel. Brightwurks is all about building web-based products that help their customers to become more productive.

What are the differences to other apps?

Help Scout is different from other services in that it is extremely easy to deploy and does not require much time to be invested in customizing templates or feeding the application a lot of information. Since Help Scout has fewer features than some other apps, it can be deployed to more industries and uses. The most important thing that Help Scout can offer is a very competitive price point. It is considerably cheaper than the similar services such as ZenDesk, Desk.com, Tender and UserVoice.

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How does the web app look and feel to use?

Help Scout has a very nice graphical user interface that is quickly understood and mastered. Teams of remote users can quickly be provided the credentials for this application and they can jump in right away and begin helping customers. There won't be any "stepping on toes" since Help Scout makes it so team members can see what one another is doing in the Help Desk community. Help Scout is geared towards inboxes that are managed by teams of 2-20 individuals. Additionally organizations that are interested in providing a personalized and world-class customer service experience to their clients are the ideal kinds of customers for Help Desk.

How does the registration process work?

Help Desk allows users to register by visiting: https://secure.helpscout.net/members/register/7/

From there users can sign up for a free Help Scout trial. Help Scout requests the following information in order to get started: Company, First Name, Last Name, Phone #, Email Address and Password. This provides users with the Standard Help Scout plan which accommodates up to 5 users and unlimited emails.

What does it cost to use the application?

Help Scout is offered at $15 per user per month with unlimited mailboxes, email and storage, 40+ third party integrations, support & training. Docs, the knowledge base feature, can be added for $25 per month (total - not per user) and that includes 5 separate sites. The free plan includes 3 users, 1 mailbox and you don't have access to the API or Reports, and outgoing emails contain a link to Help Scout.

Who would you recommend the application to?

Help Scout serves the customer support and help desk needs of small to medium-sized businesses in any industry. The app is ideal for any business that mans inboxes and service requests from multiple sources, with teams of more than 2 individuals. Help Scout is a perfect tool to ensure that work is properly assigned, divided and addressed, with plans to suit many purposes and organizations. Help Scout also offers specific solutions for Software, online Retail and Online Services industries.

  • Format emails to appear more personal or professional
  • Auto-reply emails can be setup so the customers know that their email has been received
  • Saved replies (i.e. canned responses) can be formulated so users can quickly respond to common issues
  • Integrated knowledge base: Create both an internal and external branded knowledgebase
  • Workflows: Define workflows by filtering emails, creating custom folders, tagging conversations, monitoring trends and automating triggered actions
  • Collision detection: Avoid sending duplicate replies with a real-time alert when co-workers view or reply to the same conversation or edit the same article


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Help Scout pricing

FREE - Permanently free version
Cheapest plan (per month) : $15.00
Most expensive plan (per month) : $40.00
Free storage space (mb): 2

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