Beacon
Embeddable support widget for self-service, live chat, and contact forms on your website or app.
Executive Summary
Beacon is Help Scout's embeddable web widget designed to provide comprehensive customer support directly on a website or within an application. It serves as an all-in-one support hub, offering customers quick access to self-service options through integrated help articles from a Docs site. Beyond self-service, Beacon facilitates direct communication by providing a contact form and live chat capabilities, allowing customers to get immediate assistance or submit inquiries. The widget is highly customizable, enabling businesses to tailor its appearance and functionality to match their brand. It can proactively suggest relevant help content based on the user's context and even provide customers with instant access to their support history. Beacon is included in all Help Scout plans, making it a core component of their customer support offering, enhancing the overall customer experience by making support readily available and efficient.
Use Cases
- Providing self-service help articles on a website or app.
- Offering live chat support to website visitors.
- Allowing customers to submit contact forms for inquiries.
- Displaying customer support history within the widget.
- Proactively suggesting relevant help content to users.
Features
Visibility
- Customizable Widget: Tailor the appearance and functionality of the Beacon widget to match your brand and website design.
- Contextual Help Display: Automatically display relevant help articles based on the user's current page or context.
- Support History Access: Allow customers to view their past support conversations directly within the widget.
Intelligence
- AI-Powered Content Suggestions: Utilizes AI to suggest relevant help articles to customers, reducing the need for direct contact.
Support
- Live Chat: Enable real-time conversations between customers and support agents.
- Contact Form: Provide a simple form for customers to submit inquiries when live chat is unavailable or for non-urgent issues.
- Docs Integration: Seamlessly embed and display help articles from your Help Scout Docs site for self-service.
Technical Specifications
- Architecture
- Embeddable JavaScript widget that integrates with Help Scout's backend services.
- Deployment
- SaaS
- API Available
- Yes
AI/ML Stack
- OpenAI API
Integrations
- Iorad
Security & Compliance
Certifications: SOC 2
Pricing
- Model
- Subscription-based per user/month
- Starting Price
- Included in all Help Scout plans (starting from $20/user/month)
- Target Customer
- SMB,Mid-Market,Enterprise
- Contract Type
- Annual, Monthly
- Free Trial
- Yes, 15 days (no credit card required)
Ratings & Reviews
G2: 4.7/5/5
About helpscout
Help Scout is a global remote SaaS company that provides a customer support platform, including a shared inbox, knowledge base, and multichannel messaging. It offers AI, automation, and reporting tools to help teams deliver human-centered support. The company serves small to mid-market businesses across various industries.