customer support

Help Scout help desk spotlight

Photo of Graysen Christopher
by   Graysen Christopher
November 14, 2022

Help Scout is a software-as-a-service (SaaS) solution that combines customer support software and a CRM platform in one central location. Because Help Scout is a SaaS platform, no hardware investments are required, just internet-connected devices with modern browsers.

What are the main features of Help Scout?

The automation of this cloud-based platform helps identify both customer needs and solutions by answering commonly asked questions with relevant content. The search functionality allows for keyword searches that help with FAQs and identifying issues. 

Team members can annotate and follow customer conversation threads as well as send internal messages to collaborate on queries. Conversation histories are also accessible from within the message window when responding to customers. The ticketing system integrates with Infusinsoft and Trello, which allows the transfer of information between teams. Help Scout has many integrations including Hubspot, MailChimp, Shopify, and Google Apps.

What types of companies benefit from Help Scout?

The help desk is ideal for small to medium sized businesses in terms of the features, pricing, and capabilities. Help Scout has fewer customization options than other help desks and lacks some flexibility for user permissions, which can be difficult for larger businesses to utilize.

Help Scout help desk hacks

Integrate your help desk with Influx

Influx gives you scale-up capacity and provides flexibility across any channel, 24/7. Build a flexible, long-term solution for your business that can be fully integrated into an existing workflow, team structure, and help desk. 

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About the author

Photo of Graysen Christopher

Graysen Christopher

Graysen is a passionate Content Marketer with a love for storytelling and shared human experiences. She lives in Austin, Texas with more pets than she cares to admit.