Help Scout

Help Scout is a Customer Support & CX tool that provides intuitive and affordable customer service software. It offers a shared inbox, AI-powered assistance, and a knowledge base to streamline support operations.

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At a glance

Pricing

Freemium · Paid · Enterprise

Free tier

Yes

API

Yes

Skill level

Mixed

About

What is Help Scout?

Help Scout delivers an intuitive and affordable customer service platform designed to streamline support operations. It features a shared inbox to manage all support channels in one place, AI tools to scale team capacity, and a knowledge base for building custom help centers. The platform also includes messaging for proactive alerts, surveys, and insights & analytics to turn customer signals into action. With integrations to over 100 platforms and mobile support, Help Scout helps teams respond to messages faster, personalize interactions, and prioritize with ease. Its AI capabilities can recap threads, edit/translate replies, and even draft responses, while Beacon provides an embeddable support hub with AI-powered instant answers.

Best used for

Ideal for businesses and growing teams who need to centralize customer communications, leverage AI for faster responses, and provide self-service options. Especially valuable for improving customer satisfaction and operational efficiency across various support channels like email, chat, and social media.

Common actions

manage customer support

automate customer interactions

build help center

analyze customer data

scale support team

Capabilities

Key features

Shared inbox
AI assistance
Knowledge base
Proactive messaging
Customer insights
100+ integrations
Mobile support

Target Audience

customer support teamssmall to medium-sized businessescustomer service managersstartup founders

Integrations

salesforcejirahubspotwhatsappshopifymessengerinstagramaircall+ 1 more

Pricing & Plans

Freemium · Paid · Enterprise

Not publicly disclosed. Check helpscout.com for current pricing.

FAQs

What is included in Help Scout's free plan?

The Free plan includes 5 users, 1 Inbox, and 1 Docs site. It's designed for those who just need the basics to get started with customer support. This allows small teams to manage essential customer communications and provide a basic help center.

How does Help Scout's AI Answers chatbot work?

The AI Answers chatbot is an add-on that instantly resolves customer requests using your knowledge base content and custom sources. It operates on a pay-per-resolution basis ($0.75/resolution) and ensures human help is always available for complex questions, offering a 3-month free trial.

Can I add more Inboxes or Docs sites to my Help Scout plan?

Yes, additional Inboxes beyond the number included in your plan are available for $10 per month each. Similarly, additional Docs sites can be added for $20 per month each, allowing you to expand your support capabilities as needed.

What kind of AI features are available in Help Scout?

Help Scout offers several AI features, including AI Assist for expanding, shortening, editing, or translating text, and AI Drafts to generate replies based on past conversations and help content. AI Summarize can also condense long conversations into bullet points, enhancing team efficiency.

Does Help Scout offer integrations with other business tools?

Yes, Help Scout integrates with over 100 platforms. Key integrations include Salesforce, HubSpot, Jira, Linear, Aircall, and various social media channels like WhatsApp, Messenger, and Instagram. This allows teams to connect their support operations with existing workflows.

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Subcategories trending in Customer Support & CX

Voice & Call Center Email & Chat Support Customer Feedback Community Management Customer Success Multilingual Support

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