Help Scout
Help ScoutReviews from AWS customer
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A Glorified Gmail Help Desk ... Nothing more
What do you like best about the product?
I am being forced to give HS a 1 for recommending or my review will not go through. It's a 0 truly.
We moved from Google Mail to Help Scout, so as a result upon first using it -- it was amazing. The basic features of being able to see if someone else is on a ticket, ability to assign. It's a wonderful glorified gmail. At the end of the day, the CS team can answer emails and get the queue down to zero.
We moved from Google Mail to Help Scout, so as a result upon first using it -- it was amazing. The basic features of being able to see if someone else is on a ticket, ability to assign. It's a wonderful glorified gmail. At the end of the day, the CS team can answer emails and get the queue down to zero.
What do you dislike about the product?
Where to begin ... The system is slow. The volume of emails we deal with (which is not great by standards of comparison to other SaaS companies) is to high for the infrastructure of HS servers. As told to us by their CS team. The workflow mechanisms do not functional accurated 25% of the time. Tags ... don't get me started. You have tags but but anyone can easily remove or create new ones.
Permissions levels for team members ... yes, there are some. But why have them everyone can either do it all or do nothing. No logging either on who changes what.
Oh ... and their support. Having known two of the top mgmt level people in this company for their support department, it's no wonder. The people themselves in support (on the front lines) are kind and really try. But their processes and policies ... don't expect a human answer because you are 99% of the time going to receive a can response. And if you dare to say you are frustrated, or angry, prepare for your email to go unanswered.
Their reports -- 0% accuracy. Anyone that really digs into them will find a number of instances of double counting. And while we can ignore the reports (as we had to build our own reporting system) their constant promise that a Help Center Doc report is coming ... more lies. You can ask your visitors to rate your Help Center articles but you can never see a report on those ratings. They live in HS's database never to be seen but always to be promised that one day (if you are lucky) a report will come.
Permissions levels for team members ... yes, there are some. But why have them everyone can either do it all or do nothing. No logging either on who changes what.
Oh ... and their support. Having known two of the top mgmt level people in this company for their support department, it's no wonder. The people themselves in support (on the front lines) are kind and really try. But their processes and policies ... don't expect a human answer because you are 99% of the time going to receive a can response. And if you dare to say you are frustrated, or angry, prepare for your email to go unanswered.
Their reports -- 0% accuracy. Anyone that really digs into them will find a number of instances of double counting. And while we can ignore the reports (as we had to build our own reporting system) their constant promise that a Help Center Doc report is coming ... more lies. You can ask your visitors to rate your Help Center articles but you can never see a report on those ratings. They live in HS's database never to be seen but always to be promised that one day (if you are lucky) a report will come.
What problems is the product solving and how is that benefiting you?
The reason we moved to HS was due to a hire into a senior management role. There were other help desk software's being looked at but this new hire had experience and "relationships" with HS. Never choose any software based on this.
Recommendations to others considering the product:
I would not be taken in by their wonderful blog articles and/or low pricing. While we can at the end of the day support our customer base using this software, trying to follow KPI's for higher standards, receive accurate reports and count on support is very frustrating. We are looking for another software.
User Friendly
What do you like best about the product?
I manage a customer service call center. The features Help Scout offers allows our team to process our customer's requests quickly and efficiently through email and chat. It allows me to oversee team members workload and progress. Some of the features we have found to be invaluable are the saved replies, knowledgebase (Docs) custom fields, and tags. When I run into a one-off, for example, I needed to block an individual. I emailed support, and then dug into the website. I was able to find the necessary steps through the setting control. That's user-friendly! I following morning there was an email from support with step by step directions. Their quick response was appreciated, but being able to find the information myself allowed the team to do what they do best without interruption.
What do you dislike about the product?
I would like to give some constructive feedback. The only thing I can come up with is adding more custom fields.
What problems is the product solving and how is that benefiting you?
I believe this is answered in "What do you like best".
Simple, easy and to the point product!
What do you like best about the product?
The ease of what the product does. it's very straight forward. it does exactly what i want it to. simplicity is key for me with HS. I love how the chat and email communications are not the same as on other products, We like to distinguish a difference between the 2 forms of communication.
What do you dislike about the product?
There are limited changes and updated. I feel that there are certain features that could be implemented to make it the best product out there. It sometimes appears as if there are hardly any new updates coming from a development standpoint.
What problems is the product solving and how is that benefiting you?
not being able to mark a chat with a csat and having to email the customer separately is an unnecessary step in the flow. Providing more options for chat in general as it seems to be limited. Better report analytics would be great too.
The most user friendly customer success solution with an equally great support team.
What do you like best about the product?
Very user friendly
Simple interface
Always adding new features
And great support team
I always got timely, to the point and actionable support - most importantly in the first replyz
Simple interface
Always adding new features
And great support team
I always got timely, to the point and actionable support - most importantly in the first replyz
What do you dislike about the product?
The improvement can be having contacts taggable, with custom fields. But tagging the tickets is a solution they have.
What problems is the product solving and how is that benefiting you?
Sales and customer support.
Excellent software
What do you like best about the product?
Easy to use, very interactive and user friendly. The chrome extension is really easy to use as well so its easy to keep track on how many emails are pending. Also the fact that you can assign to certain people makes it easier to track and follow up. The integrations are awesome too.
We like to use it for clients emailing questions, comments or concerns. It is an inbox that my team and I share so its better than having clients email us directly and having any requests lost
We like to use it for clients emailing questions, comments or concerns. It is an inbox that my team and I share so its better than having clients email us directly and having any requests lost
What do you dislike about the product?
Maybe the only thing I don't dislike is that the chrome extension doesn't work 100% of the time. I have to disable and re add the extension for it to work again.
What problems is the product solving and how is that benefiting you?
Making sure we keep track of all client emails and making sure we give them a proper response and follow up. Its also easy to assign emails to any team members.
Recommendations to others considering the product:
Use it right away! We like to use it for clients emailing questions, comments or concerns. It is an inbox that my team and I share so its better than having clients email us directly and having any requests lost. Very easy to keep track of emails in help scout.
Email Marketing and tracking
What do you like best about the product?
The searchable options and how user friendly the application is. Without the help guide it is easy to utilize.
What do you dislike about the product?
Some times within searching if you are using an extra space at the end of an email it will cause the search to find no results.
What problems is the product solving and how is that benefiting you?
Utilizing for Email Marketing and tracking and it has been helpful to go back and review prospects who have received emails and track what has it has not been viewed. Also to help with Member services emails, all remain communication.
Recommendations to others considering the product:
Help Scout is a great email communication and tracking tool. Utilize the search feature to your advantage!
It's an okay tool for smaller businesses
What do you like best about the product?
I liked being able to see when customers viewed the emails that were sent so you knew if you needed to follow up again or not and I liked that you could solve tickets quickly and assign them to the appropriate place
What do you dislike about the product?
The reporting was not accurate at all, there were several instances when using this platform where the reports were incorrect
What problems is the product solving and how is that benefiting you?
Help Scout was previously used to help solve customer support tickets
Recommendations to others considering the product:
Make sure you have proper reporting available for KPI's needed
A great customer service tool - with some quirks
What do you like best about the product?
The UI is excellent and intuitive. It's super easy to see how many tickets are still open, how long they've been open, and who they're assigned to. I also love using the Workflow tagging system. It's a big help with bug reporting when a new update for the mobile app is rolled out, as we can have it automatically sort all tickets by version number.
What do you dislike about the product?
The reporting system is wildly inaccurate sometimes. For example, let's say a sign-in bug occurs, and users are reporting that they are unable to log in to their accounts. If a Workflow is created for this bug, HelpScout will tag all of the tickets correctly, but will not display every tagged ticket in reporting statistics. In my experience, it typically reports around 40% of the total tickets. I've tried several workarounds, but the results are seemingly unchanged.
What problems is the product solving and how is that benefiting you?
HelpScout is great if you receive a high number of daily tickets, and it's excellent for small teams as you can re-assign tickets quickly.
Recommendations to others considering the product:
HelpScout is most beneficial when paired with other analytics tools, as the analytics tools within HelpScout still need some kinks ironed out.
Help Scout is an easy to use support system with multiple integrations.
What do you like best about the product?
I love that Help Scout integrates flawlessly with the systems we already use. This sytem is also easy to pick up and start using ASAP.
What do you dislike about the product?
Support staff is slightly lacking for a support platform. Some questions are never answered/resolved.
What problems is the product solving and how is that benefiting you?
We use this as an all in one social media, email, and phone logging system for retail and wholesale.
Recommendations to others considering the product:
Take the plunge. Great system.
Decent System
What do you like best about the product?
We primarily use the system for both an internal and external knowledge base. It is fairly easy to use and upload articles..
What do you dislike about the product?
Finding content can be challenging. The search functionality isn't the best.
What problems is the product solving and how is that benefiting you?
We have been able to share content both internally and externally with employees.
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