What is Help Scout?
Help Scout is an AI-driven customer support platform that brings email, SMS, social, chat, and voice into one shared inbox where teams work alongside AI. It is built for customer-first support teams that want to resolve conversations faster while keeping the larger customer relationship in view. Help Scout combines four products — Inbox, Agent, Copilot, and Signal — and is used by more than 12,000 brands.
Key features
- Unified Inbox
- Brings email, SMS, social, chat, and voice into one space, with automatic assignments, context carried through every handoff, and workflows that keep work organized.
- Compass AI Agent
- Combines frontier models with insights learned from 3+ billion conversations, resolving 73% of the requests it receives on average with smooth escalations.
- Copilot assistant
- Generates drafts instead of requiring agents to check past replies, answers questions instead of making agents search the knowledge base, and offers triage suggestions.
- Signal analytics
- Proactive monitoring shows the story behind closed conversations so teams can act on emerging issues and at-risk accounts before they escalate.
- Security and compliance
- Help Scout is HIPAA and SOC 2 Type II compliant, so customer data stays protected.
- Reported results
- Customers report 25% higher CSAT than industry averages, 99% of customers hearing back in under 24 hours, and 80% of companies staying for 4+ years.
How to use Help Scout
- Start for free or request a demo from the Help Scout website to set up an account.
- Connect your support channels — email, SMS, social, chat, and voice — so conversations land in the shared Inbox.
- Set up automatic assignments and workflows so incoming conversations reach the right person with context intact.
- Turn on the Compass AI agent to resolve common requests automatically and escalate the rest to your team.
- Use Copilot for draft replies, knowledge base answers, and triage suggestions, and check Signal to spot trends and emerging issues.
Use cases
- Ecommerce teams handling order, shipping, and returns questions across several channels.
- SaaS companies that need to scale support without adding headcount.
- Healthcare organizations that require HIPAA-compliant support software.
- Financial services, insurance, and real estate or property management teams managing sensitive customer conversations.
- Support teams switching from a bloated help desk, or from shared Gmail or Outlook inboxes where no one knows who has which request.
Pricing
The official Help Scout website does not list plan tiers or prices on this page; it offers a way to start for free and to request a demo. Check the official site for current pricing.
FAQ
Is Help Scout free to use?
The Help Scout website offers a "Start for Free" option and invites visitors to try the platform free, but it does not list plan prices or paid tiers on the page. Check the official site for current pricing details.
Which channels does Help Scout support?
Help Scout's Inbox brings email, SMS, social, chat, and voice into a single space, so teams can work across channels without losing context between handoffs.
How much does the Compass AI agent in Help Scout resolve on its own?
Help Scout's Compass AI agent resolves 73% of the requests it receives on average, according to the company, and hands the rest off with context preserved.
Is Help Scout suitable for healthcare or other regulated industries?
Help Scout is HIPAA and SOC 2 Type II compliant, which the company positions for businesses that need to protect customer data. It also lists healthcare, insurance, and financial services among the industries it serves.
How is Help Scout different from using Gmail or Outlook for support?
With basic email, teams guess who has which request, dig through old threads for context, and lose time to manual organizing. Help Scout replaces that with a shared Inbox, automatic assignments, and context that carries through every handoff.
What products make up Help Scout?
Help Scout is built around four products: Inbox for multi-channel conversations, Agent for AI-driven resolution, Copilot for drafting and triage assistance, and Signal for proactive monitoring and reporting.
AI Support Agent for Help Scout
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