Help Scout

About Help Scout

Help Scout is a customer support platform designed to help growing teams deliver outstanding service through a shared inbox, knowledge base, and live chat widget. Founded in 2011 and headquartered in Boston, Massachusetts, Help Scout operates as a fully remote company with over 250 employees across six continents, serving more than 12,000 businesses in over 140 countries. At its core, Help Scout replaces the complexity of traditional help desk software with a clean, conversation-based approach to customer communication. The shared inbox lets support teams manage email, social messages, and chat from a single unified workspace, with features like collision detection (so two agents never reply to the same customer simultaneously), internal notes for private team collaboration, and complete customer context displayed alongside every conversation. The built-in knowledge base tool, called Docs, enables teams to create self-service help centers that reduce support volume by letting customers find answers on their own. Help Scout's Beacon widget embeds directly into websites and web applications, giving customers instant access to knowledge base articles, live chat when agents are available, and AI-powered answers around the clock. The platform takes a human-centric approach to AI, offering conversation summarization, AI-assisted draft composition, and automated resolution of common questions without sacrificing the personal touch that builds lasting customer relationships. The platform is especially well-suited for small to mid-sized SaaS companies, e-commerce businesses, education institutions, and nonprofits that want a straightforward, affordable support tool without the bloat and complexity of enterprise help desk solutions. With workflow automation, saved replies, customer satisfaction surveys, and integrations with over 100 tools including Salesforce, HubSpot, Jira, and Slack, Help Scout provides everything a support team needs to scale efficiently while keeping customers happy.