Product Overview of Help Scout
Help Scout, legally known as Help Scout PBC, is a global remote company headquartered in Boston, Massachusetts, specializing in help desk software. Founded in 2011 by Nick Francis, Jared McDaniel, and Denny Swindle, Help Scout is designed to provide seamless and efficient customer support solutions for businesses of various sizes.
Key Functionality
Help Desk Platform
Help Scout’s primary product is a web-based SaaS (Software as a Service) help desk that operates like a shared email inbox. This platform enables large teams to collaborate and provide customer support via email, integrating with other communication channels such as live chat, phone systems, CRMs, and email marketing tools. It allows teams to manage conversations from multiple channels in a single, centralized inbox, streamlining the support process and eliminating the complexity of managing different platforms.
Knowledge Base (Docs)
Help Scout offers a robust knowledge base tool called Docs, introduced in 2013. This feature allows users to create and manage high-quality, self-service knowledge bases equipped with interactive FAQs, video tutorials, surveys, and more. The knowledge base can be organized into categories, making it easier for customers to find the information they need, thereby reducing the need for direct support interactions.
Beacon
The Beacon feature is an embeddable widget that provides users on a website with quick access to the knowledge base and serves as a contact form. It can recommend help center content and other in-app experiences, such as product tours and onboarding checklists, based on the user’s actions and location within the product.
Omnichannel Support
Help Scout supports omnichannel customer interactions, allowing businesses to manage conversations from email, live chat, social media platforms, and other channels within a single inbox. This consolidation helps in providing a seamless shopping experience and ensures that customer queries are addressed promptly and efficiently across all platforms.
Automation and Workflows
The platform includes a feature called Workflows, which allows users to set up automations using simple if/then logic to handle repetitive tasks. This automation helps in speeding up response times and prioritizing urgent requests, ensuring that tickets are assigned to the most capable staff members.
Mobile App
Help Scout offers mobile apps for both iOS and Android, launched in 2016 and 2017 respectively. The mobile app enables users to manage their inbox on the go, respond to customers quickly, collaborate with teammates, and organize their queue using tags and status changes.
User Roles and Permissions
The platform supports multiple user roles, including Account Owner, Administrator, User, and Light User, each with customizable permissions. This ensures that the right people have the right access to manage and resolve customer conversations effectively.
Reporting and Analytics
Help Scout provides built-in reporting tools that track key performance metrics such as response times, customer happiness, and volume across all channels. This helps teams measure their performance and make data-driven decisions to improve their support services.
Additional Features
- Integration Module: Help Scout integrates with over 50 third-party tools, including HubSpot, Shopify, Slack, Salesforce, Mailchimp, and Facebook Messenger, making it compatible with a wide array of popular business tools.
- Collision Detection: This feature prevents duplicate responses by indicating when someone else is viewing or replying to a customer request in real-time.
- Saved Replies and Notes: Users can save time by using saved replies and communicate with teammates using internal notes to keep track of decision-making and information sharing.
Benefits
Help Scout is known for its easy-to-use interface, hassle-free integrations, and cost-effective pricing, starting at $20 per user per month (billed annually). It is particularly beneficial for businesses looking to streamline their customer support operations, provide self-service resources, and ensure proactive communication with customers.
In summary, Help Scout is a comprehensive customer support platform that offers a range of features designed to enhance the efficiency and effectiveness of customer service operations, making it an excellent choice for businesses aiming to deliver exceptional customer experiences.