AI TOOL PROFILE
Help Scout: Customer Support Software
- Customer Support
- Customer Support
- Small Businesses
- Mid-Market Companies
- Remote Support Teams
Pricing
Paid plans start at $25 per user/month. A free plan is available for up to 5 users. AI Answers is available as an add-on priced at $0.75 per resolution.
At a glance
- Best for
- Small Businesses, Mid-Market Companies, Remote Support Teams
- Key use cases
- Centralizing Support Channels, Automating Routine Inquiries, Developing a Self-Service Portal, Balancing Workloads
- Integrations
- Salesforce, HubSpot, Jira, Aircall, Slack
- Official website
- Visit Help Scout (API Keys) official website
How AI is used
Help Scout is a customer support platform that includes a shared email inbox, a knowledge base called Docs, and an embeddable support hub called Beacon for live chat. It is designed for businesses that want to manage customer interactions across multiple channels.
The software includes AI tools such as AI Answers, which is designed to resolve routine requests using knowledge base content, and an Inbox Assistant that helps agents draft and summarize replies. It also supports internal organization through workflows, saved replies, and custom views.
Buyers should confirm that some security features and high-volume tools are reserved for the Pro plan. Teams should also review the per-resolution pricing for the AI Answers add-on to ensure it fits their monthly budget.
Key Features
Shared Inbox
A collaborative space to manage email, Instagram, and Messenger conversations with team assignment and organization tools.
Docs Knowledge Base
A searchable help center where businesses can publish articles to provide customer self-service.
Beacon Support Hub
An embeddable widget for websites and apps that provides live chat, contact forms, and suggested help articles.
AI Answers
An AI assistant that uses knowledge base content to provide instant answers to customers.
Inbox Assistant
An AI tool that helps support agents draft, summarize, and adjust the tone of their replies.
Workflows
Automation tools designed to organize, assign, or reply to conversations based on specific criteria.
Use Cases
Centralizing Support Channels
Managing customer emails, live chats, and social media messages within a single shared inbox.
Automating Routine Inquiries
Using AI Answers to resolve common customer questions using knowledge base documentation.
Developing a Self-Service Portal
Building a branded knowledge base to help customers find answers independently.
Balancing Workloads
Using round-robin routing and workflows to distribute conversations across a support team.
Integrations
- Salesforce
- HubSpot
- Jira
- Aircall
- Slack
- Shopify
- Zapier
FAQ
What is included in the Help Scout free plan?
- The free plan supports up to 5 users, 1 shared inbox, and 1 Docs knowledge base site.
How does AI Answers pricing work?
- AI Answers is an add-on that costs $0.75 per resolution, which is defined as a conversation resolved by the AI without human assistance.
Is Help Scout secure for healthcare data?
- Help Scout is HIPAA compliant and SOC 2 Type 2 certified; however, HIPAA compliance is available on the Pro plan.
Source category: Customer Support
Source subcategory: Customer Support
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