Help Scout
Help ScoutReviews from AWS customer
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Helpscout has improved quite a bit in the last six months
What do you like best about the product?
I like that I can assign incoming tickets to other folks. I also like that they've added new functionalities for helpscout docs e.g. callouts, embedding videos, and inserting an image. It feels like they've copied a lot of the same functionalities as Notion.
What do you dislike about the product?
Making docs look really polished feels like a challenge. There are always annoying and frustrating aspects around spacing, numbering, and bulleted lists in helpscout docs. I wish it was easier to space things and still keep the numbering/bulleting system. I wish it was easier to align things right or left (especially photos).
What problems is the product solving and how is that benefiting you?
It makes it easier to have a shared account for customer emails. We now know who is answering what. Gone are the days of duplicating work or letting a customer email fall through the cracks.
A great way to manage customer support email inboxes
What do you like best about the product?
When I first started as a support engineer, we used Help Scout for all our email support and Intercom for all our chat support. I found Help Scout to be a great environment to manage emails from, with great macro templates, tagging, and lots of other handy automation.
What do you dislike about the product?
While I enjoyed Help Scout, it became cumbersome to use both Help Scout and Intercom and most of our support came through via chat, so it made sense to entirely switch.
What problems is the product solving and how is that benefiting you?
It resolved the issue of trying to manage multiple support threads from a poorly formatted inbox.
Product Support made easy!
What do you like best about the product?
Help Scout helps to keep tickets organized and front of mind when serving customers.
What do you dislike about the product?
After adding a note to a ticket, HelpScout navigates you to a different page.
What problems is the product solving and how is that benefiting you?
Help Scout gives us a previously non-existent organization to our support desk and has revolutionized our support to our clients.
solid tool
What do you like best about the product?
simple, easy to use. we've been running it for a years and I prefer the interface to zendesk and freshdesk.
What do you dislike about the product?
slow to implement chatgbt. should be a slam dunk, hope they ship soon.
What problems is the product solving and how is that benefiting you?
handling all incoming emails
I recommend this whenever I hear a CX team is using Gmail
What do you like best about the product?
When I was in a team of two CX agents trying to share one Gmail account and effectively address customer emails, adopting Help Scout was huge for us. It led to way fewer duplicated efforts and prevented us from even looking at the same email. Previously we had wasted time drafting and even sending different replies to the same email.
What do you dislike about the product?
Nothing, I really didn't dislike anything because I was grateful to be using it.
What problems is the product solving and how is that benefiting you?
Previously we had wasted time/productivity drafting and even sending different replies to the same email.
Support and Services
What do you like best about the product?
We can easily support our clients, provide a knowledge base article library, and manage tickets.
What do you dislike about the product?
I wish there were more advanced integrations to our CRM and a way to take calls and record calls within Help Scout.
What problems is the product solving and how is that benefiting you?
We're able to support end users and clients. Reporting on this activity has helped us understand how much support each product needs as well as predict high traffic seasons.
Great tool for managing customer support
What do you like best about the product?
The beacon is very nice and easy to embed onto your website. That makes it easy to support website visitors and customers in our app. The helps docs system is also nice since it's embedded straight into the help beacon making it easy for the user to get help without going to the help docs.
What do you dislike about the product?
The customization options for the help docs are fairly limited. It would be nice to be able to add some javascript to customize things more. Also, the beacon has limited customization too. We can make do with what's available, but more flexibility in the customization would be nice.
What problems is the product solving and how is that benefiting you?
It's solving our need for a chat beacon on our website and a central location for all our help documentation. It takes the pain of having to code all the functionality away!
I have used HS for Outside and inside comm. as well as doc posting and Data tracking
What do you like best about the product?
Being able to have a view across the team
What do you dislike about the product?
I do not like the subject line merging and removing any added text
I also do not like that threads break
I also do not like that threads break
What problems is the product solving and how is that benefiting you?
Better collaboration across teams. Searchable history
helpful tool for an administrative team
What do you like best about the product?
it was easy to use as an administrative team to mainstream the inbox processes and to delegate the workflow by assigning the email to others.
What do you dislike about the product?
there wasn't anything i didn't like about HelpScout
What problems is the product solving and how is that benefiting you?
it was helpful to streamline the process, instead of having the keep forwarding the email to others on the team on the team, it was great to just assign them to those responsible
Solid, straightforward and not so complicated a small biz can't manage it
What do you like best about the product?
Easy to use and can be implemented quickly.
What do you dislike about the product?
There is not really anything I dislike. I suppose it might be nice to be able to customize the welcome message a bit more with the most commonly asked questions.
What problems is the product solving and how is that benefiting you?
We had to cut over a client's online learning management system, which generated a lot of help tickets. They have a small staff for customer support that was overwhelmed using the old help system. Help Scout was a lifesaver.
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