Help Scout is a comprehensive customer support platform designed to empower teams to deliver exceptional service by blending advanced AI capabilities with intuitive human-powered tools. The platform aims to streamline customer communications, enhance team efficiency, and provide actionable insights for continuous improvement.
Key features include:
- AI-Powered Assistance: An always-on AI assistant capable of resolving approximately 70% of routine customer requests, freeing up human agents for more complex interactions. This includes AI drafts for quick replies, editing, and translation.
- Shared Inbox: A centralized hub for all customer conversations, ensuring that hands-on interactions are seamlessly routed to the most appropriate team member. This fosters collaboration and prevents missed messages.
- Beacon Embeddable Support Hub: An in-app widget that provides instant AI-driven answers from your knowledge base, offers live chat or email options for human assistance within two clicks, and allows customers to easily access their previous conversations.
- Proactive Messages: Tools to engage customers proactively through in-app messages, modals, and banners. Use cases include welcoming and onboarding new users, gathering feedback via NPS or custom surveys, and announcing new features, promotions, or important updates directly within the product or website.
- Comprehensive Reporting & Analytics: Detailed insights into support team performance, including volume across various channels, response times, and individual agent metrics. This data helps identify trends, understand the root causes of support requests, and pinpoint areas for improvement.
- Automated Workflows: Automate repetitive and critical tasks to keep the support inbox organized. This includes automatic message assignment to the right department or person, flagging urgent conversations, and creating custom views to simplify the queue for agents.
- Extensive Integrations: Seamlessly integrates with over 100 popular business tools, allowing teams to maintain their existing tech stack and workflow without disruption.
Help Scout is trusted by over 12,000 companies globally, boasting a world-class support team that responds to 99% of emails within 24 hours. Independent research highlights its exceptional ease of use, with an NPS score 7x higher than competitors, and an impressive 80% customer retention rate after four years, demonstrating its scalability and long-term value for growing businesses.
