Help Scout

Help Scout is a customer service software platform designed for support teams. It provides a single interface to manage support conversations from multiple channels, including email, live chat, social media, and Shopify. The platform includes features such as multiple inboxes for organizing support by department or product, saved replies for common questions, and workflow automation for repetitive tasks. It also offers tools for team collaboration and context, with insights displayed alongside conversations. Help Scout incorporates AI capabilities, including AI agents that can resolve interactions autonomously and features that allow users to recap threads, edit and translate replies, and generate draft responses. Additional capabilities include company management for supporting entire accounts, a snooze function to resurface conversations, and a scheduled send option for replies. The platform also provides a customizable embeddable support hub called Beacon, which offers AI-powered self-service answers from help content and keeps human support within two clicks. The product is intended for companies and support teams, with over 12,000 companies reportedly using the service.