Customer support is an area that can make or break your business. Running any business online comes with a variety of demands. You need to be aware of these demands and offer quick solutions, or else customers will leave.
WP Online is a WordPress support system, while HelpScout is both a WordPress support system and an overall customer management system.
We’ll help you understand the way they work, and then you choose the right solution to use between WP Online Support vs Help Scout.
Help Scout is more than just a WordPress support system. Its generality sets it apart from WP Online Support. There are several features you can find on Help Scout. However, to understand the platform entirely, we’ll divide all those features into three broad categories. These are Help Desk, Doc platform, and Beacon helper.
The first element of Help Scout is the Help Desk. The Help Desk consists of all direct interactions with your clients. Help Scout makes this process seamless and productive. It treats every communication with your customers uniquely. Your customers are, therefore, more likely to stick with your brand.
The Docs platform is second. It deals primarily with self-help. You can publish content that helps customers with their issues. The Docs platform saves you much of the hassle of direct interaction
Lastly is the Beacon helper. The Beacon helper improves customer engagement on your website. Usually, when a customer needs help, he’ll have to leave his current page to get it. Beacon simplifies this by providing on-page support.
1. Customer Support
Customer support is one of the primary pillars of Help Scout. Perhaps the most exciting product in their customer support catalog is Beacon. Beacon, as we have already mentioned, is a support assistant that makes interaction with customers more comfortable. It provides real-time help so that the customer doesn’t have to leave the page.
Beacon also gives customers a choice of help options. If chat is available, they’ll use chat, and if the email is present, that’s what they’ll use.
You get to organize your help structure. Your interactions with customers go into categories for better management. For instance, if you have finance and human resource departments, these will be your categories. You can look at all customer engagements on finance independently. This way, if there is an issue, it is easy to target it and solve it.
Every record of transactions with a customer gets stored in a database. You can then see customer information as you are interacting with them. If, for instance, a customer keeps calling consistently over one issue, you can quickly see a record of this.
You can switch between email and chat options in your mailbox. Such an option allows you to interact with customers more efficiently as you don’t have to keep switching tabs.
Direct customer service is essential, but you also need to provide your customers with self-help. Help Scout gives you self service options for your customers. You’ll be using the Docs platform for self-help. With Docs, you will see a reduction in your customer support volumes leading to a leaner and more efficient structure.
6. Docs Editor
The Docs editor is the primary tool you’ll be using to create self-help manuals. You can leverage the power of SEO and categorize your content fast on the Docs editor. The Docs editor also integrates seamlessly with Beacon. This integration gives you the ability to provide real-time answers on Beacon and enhance customer experience quickly.
You can include Docs articles on any of your web pages. They will feel like part of the web flow and will not interfere with normal usage of the page. Customers will, therefore, find help as they go through the page, making their experience on your site even more pleasant.
8. Help Center
Docs can help you create a fully-fledged help center or knowledge base. As we’ve already mentioned, your articles will have SEO optimization. Also, the help site will have SSL built-in giving your clients extra security. You also have the luxury of a responsive center. It works on devices of all sizes.
Lastly, you can customize your help center by adding styles with CSS.
9. Docs Report
The Docs report is a feature that gives you statistics on your self-help manuals. You can, for example, how many users read your articles. You can also see the percentage of users who came to your site and found no answers to their queries.
10. Customer Management
Help Scout helps you achieve better customer management by storing customer data. The system stores interactions with customers and any data about them. With this data, you can give more personalized answers that suit a customer specifically.
You can also scroll through records of customers you’ve helped and perform any actions you like on these lists.
11. Update Customer Data
You can update customer data on Beacon. These updates happen through fragments of code in your Beacon implementation. You can easily insert these code fragments without any technical knowledge.
12. Pricing and Plans
Help Scout offers you three plans: Standard, Plus, and Company. You can either pay monthly or annually. Also, plus and standard plans come with a fifteen-day free trial.
The Standard plan costs $40 a month on the yearly plan and $5o per month on the monthly plan. You get one user, and for each additional user, you have to pay $20.
The Plus plan costs $70 a month on the annual plan and $80 a month on the monthly plan. Here too, you get one user; for each extra user, you pay $32.
For the Company plan, you have to contact Help Scout for a specific quote.
WP Online is a WordPress add-on that helps with the management of customers and the site generally. One of the impressive selling points of this add-on is the plugins you can use in it. These plugins give you the ability to handle a wide array of scenarios.
1. Plugins and Themes
You have access to over 35 premium add-ons on WP Online. These additions help you add extra abilities to your website. The plugins also come with full support.
WP Online also gives you over ten professional themes. These themes also come with support.
2. PowerPack Dashboard
The PowerPack is a multi-use dashboard that enables you to handle your site efficiently.
PowerPack comes with security too. You can lock down logins to prevent unauthorized access. There is also the inbuilt capability to guard against brute force attacks
Advanced security features include two-factor authentication for your site and the ability to hide your identity from hackers. Lastly, there are security features specifically for e-commerce sites.
3. Inbound WP
Inbound is a premier marketing plugin you can find in WP Online. The plugin consists of several solutions, and you can use all these solutions to increase traffic to your site. You can also turn off these tools; this way, you will only be using those tools you find relevant to your website.
4. Spin Wheel
The spin wheel is the first tool we’ll discuss. It offers customers the ability to spin a wheel for coupons or prizes whenever they provide their email addresses. You can integrate this wheel with Woo-commerce. You can also have several spin wheels and customize them in whatever way you want.
5. Marketing Popup
If you don’t want to use the spin wheel, you can use a marketing pop up. It can be used to display information on your site when users visit. There are several different types of pop-ups you can use, and you can have different responses to these pop-ups.
Moreover, you can disable them either individually or globally.
You can display testimonials on your site using a grid view or a slide show. Users can add testimonials to your website directly. They can also upload them through the Google review. There are 20 different design templates from which you can choose to display your reviews.
7. Social Proof
Social proof is a feature that shows actual interactions with your customers. For example, you can show real-time purchases of products on your site. Additionally, you can customize the look and feel of these notifications. Also, you can have notifications on different devices as the module is fully responsive.
8. WhatsApp Chats
This module enables you to connect directly with your clients via WhatsApp. WhatsApp is one of the most popular chat applications in the world, so it helps to integrate with it. You can even set up automatic messages to increase engagement when you are not present.
SlidersPack is a carousel plugin that WP Online offers you. There are ten sliders or carousels you can use. You can also create custom sliders that best suit your needs.
All the sliders come in three options:
- Image Gallery- For displaying images on your site.
- WordPress Posts-Used for displaying posts.
- ACF Gallery add-on- It enables you to get images from the AFC gallery add-on and display them on your front end.
Some of the sliders you can use include the 3d slider, wallop slider, and bx slider.
10. Pricing and Plans
You can choose either lifetime plans or annual plans. For lifetime plans, you pay once while yearly plans require you to make annual payments.
All the plans offer you the SlidersPack, the Inbound marketing platform, and professional themes and plugins. The difference is in the number of sites you get.
The Personal plan costs $69 per year and applies only to one website. The Plus plan costs $99 every year and allows you up to 5 sites. Lastly, we have a Professional plan. It doesn’t come with any limit on the number of websites but costs $129 every year.
The Verdict: WP Online Support vs Help Scout
Comparing Help Scout vs WP Online Support is a bit challenging because they cater to different markets.
WP Online Support is purely a WordPress tool. It has decent features and will help spice up your website but is lacking in customer support.
Help Scout offers you themes and analytics on your customers and is a general-purpose plugin. It costs a lot more than WP Online Support, but this is because of all the extra features you get.
Help Scout wins this comparison vs WP Online Support although it costs more. If you have a WordPress site and require no tools for excellent customer management, then go for WP Online. However, if you want an adequately packaged support tool for both customers and your website, then Help Scout is the tool for you.