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Help Scout

Help Scout PBC

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About

Help Scout gives businesses everything they need to deliver world-class customer support in one simple, scalable platform. With email, live chat, self-service knowledge bases, and more. Help Scout makes it easy for customer-facing teams to focus on what matters most: building better customer relationships.
  • Overview
  • Integrations
  • Showroom
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Why Help Scout?

Help Scout is designed specifically for the needs of growing businesses. Enterprise support tools cost more, are difficult to use, and take longer to implement. Help Scout is incredibly easy to use, affordable, and helps businesses turn customers into advocates. That’s why Help Scout was voted as the easiest-to-use platform with the fastest time to ROI by reviewers on G2. 

In fact, 80% of midsize businesses that start with Help Scout stick around for 4 or more years. And customers that compare us with other platforms repeatedly come back.

Third party research shows that Help Scout has a net promoter score of 31, while our competitors’ score is 2. That means more customers are satisfied with our platform and service.

Help Scout customer persona

Top segments by size (# employees)
B2C
Micro
0 employees
SOHO
1 – 4 employees
Small SMBs
5 – 9 employees
Medium SMBs
10 – 49 employees
Large SMBs
50 – 249 employees
Corporate
249 – 999 employees
Enterprise
999+ employees
Top segments by vertical
Software Vendors
SaaS (B2B and B2C)
Online Service Providers (B2B and B2C)
Segment 4
Segment 5
Segment 6
Not targeted customer segment
Secondary customer segment
Sweet spot

Needs

  • Organize, collaborate, and report on incoming customer requests.
  • Save time and support more customers with less.
  • Improve customer relationships to increase business growth.

Wants

  • Implement an all-in-one solution that can scale with them.
  • Predictable, affordable pricing.
  • Easy set up and adoption for new team members.

Pain points

  • Inefficient customer communication. Teams struggle with a high volume of customer requests, and can’t get organized, collaborate on, or prioritize the support queue.
  • Lack of, or too many, tools for managing support. Traditional inboxes don’t provide all of the tools or needed to handle customer support as the business scales, and toggling between platforms slows productivity.
  • Poor customer experience. Customers don’t get accurate responses in a timely manner. Context is lost between team members, and the brand’s reputation suffers.
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