Help Scout — Customer Support

Help Scout replaces chaotic support inboxes with a shared email system where every customer conversation is visible to your whole team — no tickets or queues to manage. It combines an intuitive email-native interface with a knowledge base, Beacon widget, and AI agents to help teams respond faster and more personally.

Who it is for

Help Scout is built for small to mid-size teams that want a simple, relationship-focused support platform. It works well for e-commerce stores managing inquiries from Shopify, social, and email, and SaaS companies that want to offer self-service help docs alongside live support. It is not ideal for large enterprises that require complex ticketing systems, advanced routing, or high SLAs out of the box — those needs are better met by platforms like Zendesk or Freshdesk.

Real use cases

• An online boutique uses Help Scout’s shared inbox to assign customer emails to the right team member and track response times, while its knowledge base reduces repeat questions by 40%.
• A SaaS startup embeds the Beacon widget in its app so users can search help articles or start a live chat without leaving the product — cutting first-reply time from 6 hours to 2 minutes.
• A growing team uses automated workflows to tag refund requests and snooze conversations that don’t need an immediate reply, keeping the inbox organized with no manual effort.

• Shared inbox — all customer emails visible to the team with assignment, internal notes, and no ticket numbers.
• Knowledge base — create and organize help articles with search and analytics to measure performance.
• Beacon widget — embed help docs and a contact form directly into your web app or site.
• AI agents — resolve up to 73% of interactions automatically using AI Answers (add-on, $0.75/resolution).
• Automated workflows — set rules to assign, tag, reply, or snooze conversations based on triggers.
• Reports — track response times, volume, customer satisfaction, and team performance.
• Integrations — connect with Shopify, Slack, Salesforce, Jira, HubSpot, and more.

Help Scout pricing: from $25/user/mo. Billing model: Subscription.

Free

Up to 5 users, 1 Inbox, 1 Docs site — no cost.

Standard — $25/user/mo

For growing teams. Includes Multiple Inboxes, live chat, Instagram & Messenger, multiple knowledge bases, one basic SLA policy, basic workflows, unlimited tags and saved replies, AI Inbox assistant.

Plus — $45/user/mo

For higher volume and complexity. Everything in Standard plus WhatsApp messaging, advanced workflows, two advanced SLA policies, unlimited AI Drafts, round robin routing, Salesforce/Jira/HubSpot integrations, internal teams, group conversations by company.

Pro — $75/user/mo

For maximum scale and security. Everything in Plus plus unlimited workflows, unlimited SLA policies, multiple routing types, SSO/SAML, HIPAA compliance, up to 50 light users, dedicated onboarding specialist, strategic account manager, preferred pricing on Aircall.

All paid plans offer a free trial. AI Answers is available as an add-on for $0.75/resolution.

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