Genesys PureCloud vs Help Scout

Starting Price

$75.00/month/user

$12.00/month/user

Best For

PureCloud is for everyone! Progressive IT and contact center operations that prefer rapid delivery, all-in-one, cloud contact center solution.

Companies, small and large, that insist on a delightful customer experience. We're trusted by 8,000 customers in 70+ countries, including Basecamp, Buffer, GrubHub, AngelList and Timbuk2.

Rating


4.1 / 5
(85)
Read All Reviews

4.7 / 5
(152)
Read All Reviews

Ideal number of Users

50 - 1000+

2 - 1000+

Ease of Use


4.1 / 5


  • "Very satisfied with PureCloud : easy to use and very stable."

  • "Layout, very nice to look at and relatively user friendly. Combination of staffing outlook when viewing a timeline."


4.7 / 5


  • "Cute prompts for cycling through work flow- nice feel and intuitive. Great overall ease of use and design."

  • "Easy to manage accounts, great for keeping records of a clients request, real-time request, great reports, easy to use and adapt."

Customer Support


3.6 / 5


  • "I am project manager for Customer Care Department and was in charge of PureCloud implementation."

  • "Highly complex, all inclusive, customer support routing software."


4.8 / 5


  • "Easy Help Desk software, fully functional with even more bells and whistles, amazing design, and affordable to boot."

  • "The customer service is excellent (as you might expect!) And the system is very reliable."

Features & Functionality


4 / 5


  • "Intuitive to use, powerful capabilities with built-in worforce management (scheduling) and quality management."

  • "PureCloud is easy to navigate and I appreciate that there are continuous improvements being made."


4.3 / 5


  • "The UI is great (especially since 2015) and the workflows are easy to learn and relatively powerful. Keyboard shortcuts are killer."

  • "Very intuitive and their support team are very responsive and helpful."

Value for Money


3.8 / 5


  • "Process automation and technical testing. It has allowed me to grow professionally and improve costumer experience."

  • "Flexible - you can scale up or down depending on your needs. Cost effective and well documented API libraries."


4.6 / 5


  • "We also looked at ZenDesk and chose Help Scout based on usability and price."

  • "Solves the problem of staying organised. With a bit more budget, it might be worth checking out other options."

Product Features

  • check Alerts / Escalation
  • check Appointment Management
  • close Call Center Management
  • close Email Management
  • check Knowledge Base
  • check Live Chat
  • close Performance Metrics
  • check Queue Management
  • check Self Service Portal
  • close Social Media Integration
  • check Surveys & Feedback
  • close Virtual Assistant
  • close Workflow Management
  • check Alerts / Escalation
  • close Appointment Management
  • close Call Center Management
  • check Email Management
  • check Knowledge Base
  • check Live Chat
  • check Performance Metrics
  • check Queue Management
  • check Self Service Portal
  • check Social Media Integration
  • check Surveys & Feedback
  • close Virtual Assistant
  • check Workflow Management

Screenshots

View 4 screenshots 83927 thumb
View 5 screenshots 81837 thumb

Platform

Web/Installed

Mobile

Web/Installed

Mobile

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online
  • 24/7 (Live Rep)
  • Business Hours
  • Online

Training

  • check In Person
  • check Live Online
  • check Webinars
  • check Documentation
  • close In Person
  • check Live Online
  • check Webinars
  • check Documentation

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Genesys PureCloud vs Help Scout

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