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Sympoq VS HelpScout

Compare Sympoq VS HelpScout and see what are their differences

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Sympoq logo Sympoq

Help desk software with support ticketing, live chat and knowledge base features agile teams and startups use to automate support process from a single platform.

HelpScout logo HelpScout

Help Scout is a simple, straightforward way to provide excellent support
  • Sympoq Landing page
    Landing page //
    2022-12-29
  • Sympoq Live chat
    Live chat //
    2025-03-19

Sympoq is intuitive and flexible help desk software built to help manage help desk processes with a 360° view of customer service and support activities.

Support ticketing

Sympoq can be used as a back-end support ticketing software or as a front-end, full featured help desk system. The back-end features allow customers and agents to submit and track requests by a common email service without ever knowing what's behind the scene. When used as a front-end helpdesk system, customers and agents can access a dedicated portal with access to data required to manage issues and tickets according to their roles and permissions.

Shared inboxes for departments and teams

In addition to it's core benefit to ensure consistent customer support on both client and support side of help desk, the Sympoq's major feature distinction is in a provision of separate workspaces (queues) with access permissions for diverse teams and departments.

Live chat

Allows customers to message directly to your customer service or sales teams. Customers can quickly solve any sort of query or issue they might be facing.

  • HelpScout Landing page
    Landing page //
    2023-07-14

Sympoq

Website
sympoq.com
Pricing URL
Official Sympoq Pricing
$ Details
paid Free Trial $10.0 / Monthly (Concept plan, one agent seat)
Platforms
Browser Google Chrome Firefox Cloud Edge REST API Web Oracle
Release Date
2018 May
Edit details

HelpScout

Website
helpscout.com
Pricing URL
Official HelpScout Pricing
$ Details
paid Free Trial $20.0 / Monthly (5 Mailboxes, 1 Docs site)
Platforms
-
Release Date
-
Edit details

Sympoq features and specs

  • Easy to Set-up and use
    Take less than a minute to get your team up and running
  • Clean UI
  • Live chat
    Real-time conversation with customers
  • Analytics and Reporting
    Analytics and dashboard provide insight of your team activities
  • Automation
    The AI engine recommends solutions to customer requests
  • Integrations
    Yes (REST API)
  • Web widget
    Show contact form, FAQs and Live chat on every web page.

HelpScout features and specs

  • User-Friendly Interface
    HelpScout is known for its intuitive and easy-to-use interface, which reduces the learning curve for new users and makes it easier for support teams to manage customer inquiries efficiently.
  • Integrated Knowledge Base
    HelpScout offers an integrated knowledge base, allowing businesses to create and organize self-service resources for customers, reducing the number of support tickets.
  • Collaboration Features
    With features like private notes, assignments, and collision detection, teams can collaborate effectively on customer issues without duplicating efforts or missing important information.
  • Multichannel Support
    HelpScout supports email, live chat, and phone integrations, enabling teams to handle customer inquiries from various channels within a single platform.
  • Customer Profiles
    HelpScout provides detailed customer profiles, which include interaction history and data from integrated apps, helping support agents to offer personalized support.
  • Strong API and Integrations
    The platform offers a robust API and integrates with numerous third-party applications, such as CRM, e-commerce, and project management tools, enhancing its functionality and adaptability.
  • Reporting and Metrics
    HelpScout includes comprehensive reporting and analytics tools that provide insights into team performance, customer satisfaction, and ticket trends, helping businesses to improve their support operations.
  • Scalability
    HelpScout is designed to support small businesses as well as larger teams, making it a scalable solution that can grow with the company's needs.

Possible disadvantages of HelpScout

  • Cost
    HelpScout's pricing can be considered high, especially for smaller businesses or startups with tight budgets, when compared to some other customer support solutions.
  • Limited Customization
    Some users find that HelpScout offers limited customization options for workflows and ticket forms compared to more flexible support platforms.
  • No Built-In Phone Support
    While HelpScout integrates with third-party phone systems, it does not offer built-in phone support, which might be a drawback for businesses that rely heavily on phone interactions.
  • Chat Functionality
    The live chat feature is relatively basic and may not include advanced functionalities found in dedicated live chat platforms.
  • Limited Automation
    HelpScout's automation rules, while useful, can be less sophisticated compared to other help desk solutions offering more complex workflow automation capabilities.
  • Storage Limitations
    There are storage limitations on the number of attachments per customer conversation, which may be a constraint for businesses that need to regularly exchange large files with customers.
  • Ticket Management
    Some users report that the ticket management system could be improved, particularly in handling ticket prioritization and categorization.
  • Mobile App Limitations
    The mobile app, while functional, has fewer features and is less robust than the desktop version, limiting the ability of support teams to work effectively on the go.

Analysis of HelpScout

Overall verdict

  • HelpScout is a strong choice for businesses looking for a customer support platform that is intuitive and scalable. Its robust feature set caters to different sizes of businesses, making it a versatile solution for enhancing customer service.

Why this product is good

  • HelpScout is considered good due to its user-friendly interface, excellent customer support features, and comprehensive tools for managing email communication. It offers various integrations with other applications, automation capabilities, and reporting features that facilitate efficient customer service operations. Additionally, it allows teams to collaborate easily, improving the overall customer support experience.

Recommended for

  • Small to medium-sized businesses looking to improve their customer support operations
  • Teams that require collaboration tools to enhance productivity
  • Companies seeking to streamline their email-based customer service with automation and integrations

Category Popularity

0-100% (relative to Sympoq and HelpScout)

Sympoq

HelpScout

Customer Support
4 4%
Customer Support
96% 96
Customer Service
7 7%
Customer Service
93% 93
Help Desk
2 2%
Help Desk
98% 98
Help Desk And Ticketing
5 5%
Help Desk And Ticketing
95% 95

Questions and Answers

As answered by people managing Sympoq and HelpScout.

How would you describe your primary audience?

Sympoq's answer

Startups and agile support teams.

Why should a person choose your product over its competitors?

Sympoq's answer

Sympoq is simple to use for non-technical users, and allows fast implementation of internal help desk process. It can be introduce to support team and customers without a custom user training.

Who are some of the biggest customers of your product?

Sympoq's answer

  • Software companies
  • Telecom operators

What's the story behind your product?

Sympoq's answer

Sympoq has been built by using the best help desk practices of thousand of our customers over a past few years. We deliver frequent releases with new features to improve support capability of our customers.

What makes your product unique?

Sympoq's answer

Sympoq delivers AI driven support ticket management integrated with live chat and knowledgebase.

Which are the primary technologies used for building your product?

Sympoq's answer

Sympoq delivers pure Cloud solution - Help desk Software-as-a-Service.

User comments

Share your experience with using Sympoq and HelpScout. For example, how are they different and which one is better?
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Reviews

These are some of the external sources and on-site user reviews we've used to compare Sympoq and HelpScout

Sympoq Reviews

We have no reviews of Sympoq yet.
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HelpScout Reviews

9 Best Tidio Alternatives Compared
HelpScout is built for email-centric businesses, which means their live chat and automation functionality is less-developed compared to Tidio’s. HelpScout also doesn’t offer an AI-powered chatbot, which means more tickets for your agents to manage.
Source: www.tidio.com
The Best Help Desk Software in 2020
HelpScout really focuses on the customer interface. It values the customer journey and makes it easy for them to navigate. It is set up in a way to boost internal team collaboration. However, because of this emphasis on team collaboration, HelpScout's structure and ticketing systems are not as defined. It doesn't have a dedicated customer-facing portal or ticket numbers....
Source: www.jitbit.com
Help Scout Alternative - Have you outgrown Help Scout?
With over 500 more integrations than Help Scout, it’s easy to understand why many customers see Kayako as one of the best Help Scout alternatives. With Kayako you can connect to all the apps your team already uses. As you scale the need for automation becomes critical. Kayako helps save you time through a simple and easy setup for workflow automations across multiple apps.
Source: www.kayako.com
Top 10 Alternatives to Zendesk: Analysis of Leading Help Desk Software Solutions
Help Scout is preferred by many freelancers and small businesses for the right balance of features and affordability. In fact, it offers a free app for shared inbox. Its paid plan starts at $20 per user/month, providing you with a reliable set of automation, reporting and integration tools.
Source: financesonline.com
8 Zendesk Alternatives to Rock Your Customer Service
Also I don’t see Front (frontapp.com) in the list. Front is the biggest alternative to Zendesk & HelpScout on the customer service use case.
Source: blog.capterra.com

Social recommendations and mentions

Based on our record, HelpScout seems to be more popular. It has been mentiond 2 times since March 2021. We are tracking product recommendations and mentions on various public social media platforms and blogs. They can help you identify which product is more popular and what people think of it.

Sympoq mentions (0)

We have not tracked any mentions of Sympoq yet. Tracking of Sympoq recommendations started around Mar 2021.

HelpScout mentions (2)

  • Makers, what are the tools you can't live without?
    Slack for communication Helpscout for customer support Calendly for meeting scheduling Usermaven for website and product analytics Contentstudio.io for social media management. Source: over 2 years ago
  • Have you ever done a product comparison chart on your site?
    Not my site, but Helpscout (https://helpscout.com) has my favorite product comparison model. Source: about 3 years ago

What are some alternatives?

When comparing Sympoq and HelpScout, you can also consider the following products

JitBit Helpdesk - JitBit is a web-based help desk and ticketing software solution

Freshdesk - Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, social channels like Facebook and Twitter, and your own branded community

Zendesk - Zendesk is a beautiful, lightweight help-desk solution.

Vision Helpdesk - Help Desk Software, Multi-Company Help Desk, ITSM Service Desk & Live Chat Software

LiveAgent - LiveAgent is a fully-featured web-based live chat and help desk software. It harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. Start your free 1 month trial today!

iHelpDesk - iHelpdesk is cloud based help desk service, cloud based SaaS help desk software

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