Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…
$30
per month starts with 100 contacts
Microsoft Dynamics 365 Customer Service
Score 6.9 out of 10
N/A
Microsoft Dynamics 365 Customer Service is designed to create positive experiences through any channel and on any device to exceed customer expectations.
$50
per month per user
Pricing
Help Scout
Microsoft Dynamics 365 Customer Service
Editions & Modules
Standard
$30
per month starts with 100 contacts
Plus
$90
per month starts with 200 contacts
Company
Contact sales team
Dynamics 365 Customer Service Professional
$50
per month per user
Add-In - Chat
$60
per month per user
Dynamics 365 Customer Service Enterprise
$105
per month per user
Dynamics 365 Customer Service Premium
$195
per month per user
Offerings
Pricing Offerings
Help Scout
Microsoft Dynamics 365 Customer Service
Free Trial
Yes
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
Help Scout
Microsoft Dynamics 365 Customer Service
Features
Help Scout
Microsoft Dynamics 365 Customer Service
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Help Scout
8.8
19 Ratings
9% above category average
Microsoft Dynamics 365 Customer Service
8.5
2 Ratings
6% above category average
Organize and prioritize service tickets
9.019 Ratings
10.02 Ratings
Subscription-based notifications
10.010 Ratings
10.01 Ratings
Ticket creation and submission
8.118 Ratings
10.02 Ratings
Ticket response
8.119 Ratings
10.02 Ratings
Expert directory
00 Ratings
8.02 Ratings
ITSM collaboration and documentation
00 Ratings
3.02 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Help Scout
8.5
17 Ratings
8% above category average
Microsoft Dynamics 365 Customer Service
5.5
2 Ratings
35% below category average
External knowledge base
9.016 Ratings
3.02 Ratings
Internal knowledge base
8.015 Ratings
8.02 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.
With the constant changes included in the product, we can now use it for all the customer service scenarios / channels, for e.g. earlier for voice, we had to buy 3rd party CTI based tools, but now Voice Channel being available as the part of the product, that solves that thing. Also we see constantly new AI-driven features added to the product that could save lot of time of the agents while working on the cases like case summary, automate email generation, sentiment analysis etc.
Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
The email newsletter.
They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.
Dynamic CS allows you to access a wider customer base and gain artificial intelligence-powered insights into numerous client interaction activities.
It assists in gaining deep insights into numerous data analyses performed on various customer interaction activities, as well as data visualization and customer satisfaction enhancement.
This product has been extremely beneficial to my firm since it allows us to communicate with customers via a variety of channels, including e-mail and social media.
Extensible, and Microsoft responds rapidly to market demand with new features. In terms of service, both Microsoft customer success and technical teams collaborate closely to ensure appropriate delivery.
A better way to track client interactions is SaaS-based cloud services. This software may also be linked to outlook.
Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
Help Scout is a great solution for support teams. There are many articles and webinars to help you learn how to use Help Scout. There are also many features to help make your workflows easier and more efficient. I would readily recommend Help Scout to any small or medium-growing support teams.
Microsoft Dynamics 365 Customer Service is generally very user-friendly, especially for those familiar with Microsoft products. The strength of Microsoft Dynamics 365 Customer Service is its integration with Outlook and Microsoft Office products like Word, Excel etc. and it user interface being similar to those products. This makes it easy for user to adopt to any new app.
Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
It has help us serve our customers better and get Support Contracts from them after we have designed / developed and deployed Microsoft Dynamics 365 Customer Service based solutions for them
Ease of Routing it to appropriate customer support agent
Because of multiple channel support we now give our customers option to raise a ticket or connect with their preferred communication medium, be it email, SMS, Chat etc.
