Difference Between Freshservice vs Help Scout

One of the most crucial and significant responsibilities for any company or organization's success is management. When an organization has a lot of employees, it is incredibly challenging to handle everything by hand. Help desk systems are one of the techniques that have been implemented to make management work easier. They are particularly effective for customer management. Two popular help desk solutions are Freshservice and Help Scout.

What is Freshservice?

Freshservice is a help desk solution designed to manage customer support. It was designed to quickly address customer issues through several means, including a ticket system, self-service, and Advance Help Desk (AHD). Due to its extremely user-friendly interface, users without technical expertise can use it.

Examples

• Samsung: Samsung manages its IT service management (ITSM) procedures with Freshservice, giving its in-house staff smooth support.
• Acer: Acer's internal teams use Freshservice to manage IT assets, handle service requests, and handle incidents.

Benefits of Freshservice

• It improves cooperation between various departments.
• It provides automation for basic issues, which helps to reduce workloads.
• People from diverse places can use it with ease because it supports a number of languages.

Drawbacks to Freshservice

• Its auto-assigning capability is weak.
• There is no chatbot feature on it.

What is Helpscout?

Help Scout is a help desk system designed to handle customers effectively by providing them with simple solutions to their problems. In order to offer client management solutions, Nick Francis, Jared McDaniel, and Denny Swindle established the Help Scout business in Massachusetts in 2011. It makes use of an email-based service system that makes status monitoring simple.

Examples

• Trello: Trello uses Help Scout to offer its users excellent help, guaranteeing that their questions are answered quickly.
• Zapier: Help Scout is used by Zapier, an automation platform, to optimize customer support processes and effectively address customer enquiries.

Benefits of Help Scout

• It allows you to manage numerous services with a single account by supporting the multiple mailboxes feature.
• Better security is provided by its single sign-on feature.
• It offers updates and notifications in real time.
• Ticket monitoring allows you to see the current status of a customer's issue.

Drawbacks of Help Scout

• There is no virtual assistance offered by it.
• Instagram and other social media integration are unavailable.

Difference between Freshservice and Help Scout

Conclusion

Freshservice and Help Scout are the programs that are effective in various areas and the choice depends on the needs of the customer. Freshservice is a popular and cost-effective solution with a free plan, while Help Scout offers more customization choices but at a higher price.