Help Scout
Help ScoutReviews from AWS customer
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Help Scout Review from a Customer Support Team Lead
What do you like best about the product?
The ability to have differenty types of customers/or email topics to be funneled to specific inboxes and teams.
What do you dislike about the product?
The keyboard shortcuts sometimes block certain actions - I often find when trying to tag that the system thinks I'm using a shortcut & then follows a ticket, not tag.
What problems is the product solving and how is that benefiting you?
Organizing types of customer tickets by team/topic or even individual.
Great
What do you like best about the product?
I love using Help Scout because it makes responding to clients so easy. Being able to customize our frequently used replies with ease is fantastic. And the tags feature is a real lifesaver when it comes to keeping our tickets neatly organized.
What do you dislike about the product?
It sometimes can get a little glitchy when adding images to replies.
What problems is the product solving and how is that benefiting you?
The ability to handle a high volume of tickets and ensure their proper routing to the appropriate teams is a crucial aspect of using Help Scout. Managing this process efficiently guarantees that each ticket receives the attention it deserves, leading to prompt and accurate resolutions.
Customer support is the key
What do you like best about the product?
The affordability of helpscout when comparing to the high priced competitors. We are using help scout as our Live Chat Support channel, and for our knowledgebase. When our team is not available to provide support, there we have our Knowledgebase integrated with the Live Chat widget, which helps us to reduce the support requests.
What do you dislike about the product?
The interface is still seems to be old to me, it can be improved with easy navigation like other tools.
What problems is the product solving and how is that benefiting you?
We can able to chat with our users in a real time to resolve their issues, answer sales questions, and guiding users with the knowledgebase.
Helpscout is very CX user friendly for handling emails
What do you like best about the product?
I feel helpscout is a best tool compared to all other competitors who are still in the learning stage of email management. The number of workspaces, modifications, feature rich tool helps in effective management of all inbound customer emails.
What do you dislike about the product?
The thin line between switching between auto and manual workflow, which can trigger 1000's of responses to closed emails is a problem, there needs to be a dialog box warning users the result of action while setting up a workflow. Ive triggered 2000 email responses for already closed email just because of 1 toggle switch, which I did not notice until some other person reported.
What problems is the product solving and how is that benefiting you?
Helpscout is solving all email support issues at our organization. We have 6 email workspaces on helpscout all for various entry points of email queries. HS is helping us effectively manage all the emails on our platform.
So easy to use, absolutely love it
What do you like best about the product?
the team at helpscout obviously spoke to customer service agents to understand how they work and what they need to make work easier. the layout is intuitive (much better compared to traditional enterprise solutions) and allows all the most important app integrations
What do you dislike about the product?
honestly nothing. i love being in the app using it. it has made tickets so much more enjoyable. plus the team at help scout are just lovely and provide such quick and great assistance with any issue i have
What problems is the product solving and how is that benefiting you?
helpscout is for us a central solution for all agents, all tickets, and all knowledge. it makes it easy for me as an administrator to keep track of how my team is doing and where they are stuck. reports are very useful too and it's just wonderful that the knowledge base is there too.
Help scout has helped us to manage our Support Team in a proper way with multiple feature access.
What do you like best about the product?
The Notes section and process automation helps us loop out QA and Dev team to directly look into the tickets and resolve them on the go.
What do you dislike about the product?
When we automate ticket emails, every time an email action happens on the ticket thread, the same email is repeatedly sent to all recipients, which causes duplicacy.
What problems is the product solving and how is that benefiting you?
Help Scout is helping our system to know about the customer tickets and helps us manage the keys and customer chats. This has improved customer satisfaction. Due to which our Business performance has increased and we are more happy to serve in large numbers
Great email management tool
What do you like best about the product?
Helpscout has a pleasing UI that most email management tools lack. It comes with really cool features such as setting up manual/auto workflows that can really impact your work.
What do you dislike about the product?
Sometimes there are indexing issues with the emails in the list which can cause erroneous data in reports but it's rare. Some new features could also be added such as AI/AGI-aided responses.
What problems is the product solving and how is that benefiting you?
Tracking emails in a single place, ability to combine threads and maintain historical records of a particular user, ability to add notes & collaborate with your team members.
Awesome tool that takes customer service to the next level
What do you like best about the product?
HelpScout is a game-changer for customer support! Their user-friendly interface and robust features make managing customer inquiries a breeze. The automation and collaboration tools streamline workflows, improving response times and customer satisfaction. With HelpScout, you'll experience top-notch support and efficient communication that takes your customer service to the next level.
What do you dislike about the product?
The reporting and analytics features could be more robust, lacking advanced customization options.
What problems is the product solving and how is that benefiting you?
improved response times and customer satisfaction
Entry-level customer care platform
What do you like best about the product?
It has a friendly interface and requires no inputs of crazy data to work well. The multiple boxes feature are great to keep an up-level, strategic view on your channels easily
What do you dislike about the product?
Integration with some channels not available (like Whatsapp) as well as round robins and more complex adjustments not available on this platform. So not sufficient for larger, more complex operations
What problems is the product solving and how is that benefiting you?
Concentrates most user channels in a very simple manner, while also keeping members data well organized and easy to find. Streamlines converstions and touchpoints with members.
Made my life easier!
What do you like best about the product?
The fact that you ONLY NEED LIKE 5 LINES OF CODE to set it up!!
Using helpscout was a breeze and I'd recommend this to everyone
Using helpscout was a breeze and I'd recommend this to everyone
What do you dislike about the product?
Nothing. It was super easy and worked like a charm everytime!
What problems is the product solving and how is that benefiting you?
Communicating with the customer, FAQ's and a live chat all built into this made our lives a lot easier
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