Help Scout is a service tool focused on customer support. It offers features such as email and live chat for direct communication with users. It also includes the option to deliver necessary support content directly. The user-interface is designed to be simple, making staff training easy, yet it retains features required for providing support on a larger scale. Additionally, Help Scout has in-depth reporting capabilities, an integrated knowledge base, and over 50 integrations. It also supports a robust API. The primary aim of Help Scout is to allow teams to solely concentrate on essential business aspects, predominantly the customers.
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What's not to love? The capabilities are a huge reason it's so amazing. Help Scout makes it so easy to handle emails and stay organized despite large tickets. I especially love the ability to automatically tag, assign, snooze, and escalate conversations. Third-party integrations are another thing to love about the product.
There is limited reporting and analytics, there is no other channel integration, (like Social Media, or SMS), and the automation isn't highly customizable.
