Help Scout
Help ScoutReviews from AWS customer
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Overall great product
What do you like best about the product?
I like how simple it is to use to create help docs
What do you dislike about the product?
Sometimes I wish it had more advanced functionality in the HelpDocs module like team collaboration in edit mode and article filtering to search and the ability to download a list of all articles for example
What problems is the product solving and how is that benefiting you?
Provide easy ability to create and publish support content, modify on the fly and see history of article revisions.
Help scout review
What do you like best about the product?
I like that help scount is so easy to use and send emails to colleges
What do you dislike about the product?
it loses connection sometimes and i wish it didnt have connection issues
What problems is the product solving and how is that benefiting you?
helps me with daily work issues
Centralized Support That Connects Perfectly With HubSpot
What do you like best about the product?
The shared inbox keeps all client conversations organized in one place, and the HubSpot integration automatically adds context to every interaction. Saved replies make it easy to respond quickly and consistently, and having the Knowledge Center built into the same platform makes supporting clients even easier.
What do you dislike about the product?
Reporting can feel a bit limited at times, and more customization options for workflows would be helpful.
What problems is the product solving and how is that benefiting you?
Help Scout centralizes all client communications, saved replies, and our Knowledge Center in one place, making it much easier to manage support.
Used Helpscount as Helpdesk specialist
What do you like best about the product?
The ability to look up past cases by keywords, reply to customers by aggregating past replies and easily track incoming issues.
What do you dislike about the product?
Nothing at this time, at least. I am sure there are shortcomings.
What problems is the product solving and how is that benefiting you?
Tracking customer issues, replying with the best and most current available information.
Not as expansive as I’d like
What do you like best about the product?
I would say I love the clean cut look of its system
What do you dislike about the product?
It needs more features. Phones, AI agents
What problems is the product solving and how is that benefiting you?
Contacting clients efficiently
Help Scout, the Essential Customer Support Platform
What do you like best about the product?
It is user-friendly, very efficient, and reliable. Allows easy integrations with other systems. Ease of interaction with customers from the support side.
What do you dislike about the product?
I can't think of any at this time. I do not have any dislikes.
What problems is the product solving and how is that benefiting you?
Solving problems related to customer support and communication, specifically by providing a unified platform for managing customer interactions across various channels. This platform streamlines support operations, enhances customer experience, and enables collaboration among customer-facing teams.
One of the best support portal I ever used
What do you like best about the product?
mail delivery was the faster like google mail. their documentation and blogs are super friendly.
What do you dislike about the product?
not open source and can't modify features from subscribers end. can't add large size of attachment file.
What problems is the product solving and how is that benefiting you?
can manage thousands customer in one dashboard.
Using Helpscout since 2015
What do you like best about the product?
Helpscout has been the cornerstone of our support team for nearly 9 years. We've enjoyed the smooth experience, custom workflows and constant deploymetn of new and useful features. The team is always responsive to our feature requests and more often than not we end up seeing these features added to the experience.
What do you dislike about the product?
It's a little on the expensive side for us but the value is there - we just carefully watch the number of seats we need month to month.
What problems is the product solving and how is that benefiting you?
Helpscout keeps our support operations streamline - we manage 200-300 support tickets a week across 5 support team members.
Clear and intuitive platform for managing multiple inboxes within the team
What do you like best about the product?
I use this tool daily to manage our company’s integrated Google inboxes. The clean, well-organized interface keeps distractions to a minimum, making it easy to focus on each task efficiently.
They also offer a weekly newsletter on customer support, which is always an enjoyable read!
They also offer a weekly newsletter on customer support, which is always an enjoyable read!
What do you dislike about the product?
The spam folder sometimes indicates active messages, but when opened, it appears empty. This makes me worry that important emails might be missed.
What problems is the product solving and how is that benefiting you?
I use this tool on a daily basis to keep track of incoming messages and it is great to make sure I don’t miss any client inquiries. It’s also great for teamwork as it enables multiple people handle communications at the same time, so there’s no risk of sending duplicate emails. Overall, it really helps me stay organized and on top of things in my role as a support representative.
Clear interface, multi-featured, good API, and unparalleled amazing support
What do you like best about the product?
The customer support is over-the-top, amazing, above-and-beyond helpful. These are not clichés, they should be taken literally. Turing's Craft has used HelpScout for years, but now we are transitioning from a for-profit company with a fee-based service to a non-profit that will be funded by grants. Until we get the grants, we had to drop the HelpScout service-- and even though we were dropping them, they gave us tremendous help in ways that they were totally not obliged to do. So that is a real measure, don't you think? Going out of your way to help a customer that is leaving. And this has been consistent with their approach through the many years we've used them. OK that's the customer support-- the rest is all good but you can see that through their demos and trials.
What do you dislike about the product?
Absolutely nothing, that is there is nothing that I dislike about their service. Sorry. I should be able to think of something. But I can't.
What problems is the product solving and how is that benefiting you?
Any and all support requests went through HelpScout. The API allowed logged-in customers to seek help and along with their words we would get all sorts of details their account, their usage and their situation which made resolution of problems very quick. And of course they could fill in a help-form outside our app. Everything was smooth, the interface made it easy to categorize and classify requests and manage who in the company would field them.
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