Help Scout
Help ScoutReviews from AWS customer
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Your customer service team is wonderful
What do you like best about the product?
Its interface has a fairly simple and easy-to-understand design, which allows me to navigate the system without any problems, and it has also allowed me to have a much more orderly handling of the inter-departmental communications of my company, since that has excellent tools for internal communication through its email platform, which allows us to send and receive messages in a fairly simple and business-like way, so we should not give our personal accounts to our clients and this is something that generates much more confidence for me due to security issues. Their customer service team is wonderful, they answer any questions or concerns in a two-by-three, also has excellent options for issuing reports which allows me to see quite interesting statistical data, which allows me to make a much more objective decision in case if necessary to adjust any part of the process
What do you dislike about the product?
Although I really like the way the interface is designed, I think that perhaps it should allow customization of the initial screen, since many times I do not use all the functions that they show me and I would like to have much more direct access to the functions I use the most.
What problems is the product solving and how is that benefiting you?
Mainly it has been helping me to improve internal communication between my employees through its email platform, since it shows in a much simpler and more dynamic way all the necessary communication to achieve excellent communication between my employees, which I It is very useful when disseminating information or conducting inter-consultations between departments.
Use Help Scout for organized and easy interactions with customers!
What do you like best about the product?
The saved replies feature is my favorite feature.
What do you dislike about the product?
I dislike that when I forward a message to another address the message reappears in my inbox as active.
What problems is the product solving and how is that benefiting you?
I am solving the problem of having too much volume to get through by using saved replies to answer questions that are most popular.
Recommendations to others considering the product:
I would highly recommend using choosing Help Scout for your customer communication!
Easily... EASILY the best customer contact tool out there
What do you like best about the product?
Helpscout offers a beautifully simplistic UI that takes most users 10 minutes to master.
With the help of a couple of integrations all of our inbound communications (email, text, voicemail, Facebook, WhatsApp) seamlessly appear as tickets for our customer care team to process.
Transferring to the relatively recent addition of native live chat was a no-brainer of a decision... in-fact, I'd be hard pressed to think of a time we wouldn't adopt any new additions HelpScout bring... they are simply that good.
As our business has grown it has been invaluable to be using a service that is so easily scalable (add a new user in less than 5 minutes).
And, if something does not go quite right, you'll be pleased to know that they practice as they preach - their customer service is second to none.
With the help of a couple of integrations all of our inbound communications (email, text, voicemail, Facebook, WhatsApp) seamlessly appear as tickets for our customer care team to process.
Transferring to the relatively recent addition of native live chat was a no-brainer of a decision... in-fact, I'd be hard pressed to think of a time we wouldn't adopt any new additions HelpScout bring... they are simply that good.
As our business has grown it has been invaluable to be using a service that is so easily scalable (add a new user in less than 5 minutes).
And, if something does not go quite right, you'll be pleased to know that they practice as they preach - their customer service is second to none.
What do you dislike about the product?
Nothing... no, honestly.
Even the cost is reasonable - we have 100% confidence that we are using a (THE) leader in the class.
Even the cost is reasonable - we have 100% confidence that we are using a (THE) leader in the class.
What problems is the product solving and how is that benefiting you?
Before using Helpscout our customer care team would have 4/5 open browser tabs to effectively complete their day-to-day tasks. This is now just 2. Combined with the mobile App we have the confidence that we ready for any challenge.
Recommendations to others considering the product:
Sign up for the free trial and watch the short introductory videos. Contact their customer service team about anything - they're great!
Lightweight yet powerful and tool for teams offering internal or external support
What do you like best about the product?
- Easy to understand and integrate into existing workflows
- Provides a personal and human-feeling experience for customers.
- Very smooth from start to finish.
- No unnecessary clutter.
- They're a certified B Corporation which means they meet the highest standards of verified social and environmental performance, public transparency, and legal accountability to balance profit and purpose.
- Provides a personal and human-feeling experience for customers.
- Very smooth from start to finish.
- No unnecessary clutter.
- They're a certified B Corporation which means they meet the highest standards of verified social and environmental performance, public transparency, and legal accountability to balance profit and purpose.
What do you dislike about the product?
- If you turn on their "Force Google Sign-on" feature, you lose the ability to add users manually. It's not a big deal, but you're not told this when enabling it.
- I'd love for Help Scout to allow our team to respond to conversations via Slack without requiring them to log into the website. I've been told this is on the roadmap and is something we look forward to using.
- There is no full-page contact form -- the only public form available is the sidebar app/beacon, which depends on javascript to load. This limits its utility on platforms like Google Sites.
- I'd love for Help Scout to allow our team to respond to conversations via Slack without requiring them to log into the website. I've been told this is on the roadmap and is something we look forward to using.
- There is no full-page contact form -- the only public form available is the sidebar app/beacon, which depends on javascript to load. This limits its utility on platforms like Google Sites.
What problems is the product solving and how is that benefiting you?
We use Help Scout for two main functions: 1) volunteer management, support, and recruitment and 2) for data/tool related requests from staff and our partners. While two very different use cases, Help Scout has worked flawlessly.
Help Scout is a life save!
What do you like best about the product?
Organized, everyone has access to notes on all customer interactions so anyone can step in if someone isn't available and it's seamless for the customer.
What do you dislike about the product?
My one wish would be that you could create a draft email with notes attached.
What problems is the product solving and how is that benefiting you?
All customer communications are documented so we have historical data for customers as well as notes of other team members who may have interacted with the customer in the past.
Works well and has the options we need.
What do you like best about the product?
Keeps track of old emails from customers in one spot.
What do you dislike about the product?
Maybe a better spam filter that starts to recognize spam better.
What problems is the product solving and how is that benefiting you?
Keeps track of older messages that can get lost in the shuffle of email.
Recommendations to others considering the product:
It is easy to use and helps stay organized.
Everything we wanted
What do you like best about the product?
The flexibility and all-round functionality. HelpScout has done everything we wanted and more. As a help desk it is incredibly versatile. Their beacon is cleverly thought out and easily customizable. I found the integration with Hubspot particularly useful. Plus their support team has been beyond excellent at answering my numerous queries.
What do you dislike about the product?
When you use the docs, you need to set up a page using CSS. It's a little frustrating that there is no visual builder. But it's such a minor detail I wouldn't let it deter you away.
What problems is the product solving and how is that benefiting you?
We can track our conversations, create saved responses, have an internal helpdesk, learn what customers are most searching for in chat, execute automated workflows to separate and tag our various audiences, and generally save oodles of time.
Great Customer Service Solution for Our Small Business
What do you like best about the product?
Help Scout has useful features like assigning tickets to specific team members, creating tags to track conversational trends, and an easy rating system to get feedback from our customers. It's been affordable for our small startup, as well!
What do you dislike about the product?
There are a few features we wish were included, like better management of spam emails (there is a way to blacklist emails, but it's both buried and tedious to use) and notifications when a rating is left (some customers try to continue the conversation in the rating comment instead of replying to the email).
What problems is the product solving and how is that benefiting you?
We are able to manage our customer service tickets through Help Scout, and we can also try to solve our customers' problems before they contact us by using Help Scout's comprehensive support document features.
A sleek, user-friendly tool that's well-suited for small and mid-sized teams.
What do you like best about the product?
The basics are intuitive, and the way that "conversations" are handled and named puts customers as people in the forefront.
What do you dislike about the product?
Reporting leaves a little to be desired, especially in terms of cross-measuring different data elements (like tags, agents, and performance metrics.)
What problems is the product solving and how is that benefiting you?
Help Scout handles our help center, live chat, and support email in box all in one tool admirably. Its simplicity is extremely valuable for less practiced teams and leaders.
A great product from an incredible company
What do you like best about the product?
The best part of Help Scout is that it works, and I know I'm supporting a great company by using their service. On the occasions when something isn't going right and I think it's a bug and not me, I contact customer service and their top quality support team (they are a support platform after all) helps show me how to make things work the way I want to and it's very predictably my own user error, not a bug.
Help Scout provides the best resources in their weekly digest of any company. I unsubscribe from every repeating email except Help Scout's. Their B Corp status and the amount of care they put into being good on top of being a good business is admirable.
Help Scout provides the best resources in their weekly digest of any company. I unsubscribe from every repeating email except Help Scout's. Their B Corp status and the amount of care they put into being good on top of being a good business is admirable.
What do you dislike about the product?
The inbox search function isn't ideal but is acceptable.
What problems is the product solving and how is that benefiting you?
Customer Support team management. Having one inbox receiving support emails and assigning/distributing to the team.
Saved Replies and Automated Workflows help us manage our inbox with CRM-like assistance!
Saved Replies and Automated Workflows help us manage our inbox with CRM-like assistance!
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