Help Scout
Help ScoutReviews from AWS customer
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HelpScout
What do you like best about the product?
Ticket management for support
Help Center
Help Center
What do you dislike about the product?
Coming from Zendesk, HelpScout seemed to be a step backwards
What problems is the product solving and how is that benefiting you?
Client support management and help center
Like the "Big Name" software you already know, but more straight forward.
What do you like best about the product?
Help Scout offers all the features you want, but doesn't nickle and dime you for it like the bigger names do. (Integrations, custom reporting, Help Desk/FAQ Center, CSAT, etc.)
What do you dislike about the product?
Once you've been working in other software for a while, it can be slightly challenging to find where everything is. BUT I feel like their terminology is easier to jump into out-of-the-box so the learning curve is not steep.
What problems is the product solving and how is that benefiting you?
Most of my clients are startups and smaller businesses, and these businesses need more features and integrations each year as they hone in on their processes and goals. The bigger-name software escalates in pricing for various features so quickly that it just doesn't make sense for a small business where every dollar really counts. Help Scout offers most of the functionality my clients need, even at the lower tiered subscription, and it doesn't feel like settling for less. Help Scout is more geared toward smaller companies with their offerings and pricing.
Helpful tool for helping others
What do you like best about the product?
Clean interface
Easy to manage tickets
Great support team
Easy to manage tickets
Great support team
What do you dislike about the product?
Mobile app could be better
Docs could use an overhaul
Multiple people assigned to a ticket would be nice
Docs could use an overhaul
Multiple people assigned to a ticket would be nice
What problems is the product solving and how is that benefiting you?
Help Scout makes answering emails and helping customers incredibly easy. Easy collaboration with other team members, comprehensive notifications, and built in live chat/docs features makes a customer support agent's life much easier!
Straightforward and powerful
What do you like best about the product?
Help Scout's overall user interface and navigation is extremely straightforward — it's clear what needs to be taken care of. Compared to other products, the end-user customer experience is also pleasant.
What do you dislike about the product?
No complaints — Help Scout works well for us! Would love to see some further integrations with Customer Success platforms, but the API has allowed us to build what we need.
What problems is the product solving and how is that benefiting you?
I've used Help Scout for many years and at different companies and the experience has always been consistent and predictable. Help Scout allows us to quickly surface and resolves customer issues.
Don’t think it’s fair
What do you like best about the product?
I think that all Helpscout integration, Design and the UI are very user friendly
What do you dislike about the product?
Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration is only available for their Pro and Plus plans. In a market where most ticketing and support services offer real-time chat with customers across all plans, it feels unfair to limit such a useful feature to the most expensive tiers.
As a customer, I believe that access to real-time chat should be a basic requirement for any support service. It's frustrating to see that Help Scout is putting such a critical feature behind a paywall, and it makes me question their commitment to customer satisfaction.
While Help Scout may still be a reliable choice for some businesses, I hope they will reconsider their pricing model and make this integration available to all users. Until then, I will be exploring other options that offer better value for my money
As a customer, I believe that access to real-time chat should be a basic requirement for any support service. It's frustrating to see that Help Scout is putting such a critical feature behind a paywall, and it makes me question their commitment to customer satisfaction.
While Help Scout may still be a reliable choice for some businesses, I hope they will reconsider their pricing model and make this integration available to all users. Until then, I will be exploring other options that offer better value for my money
What problems is the product solving and how is that benefiting you?
Support ticketing and costumer's services
Found the help we needed with HelpScout
What do you like best about the product?
It is straightforward to get up and running. As part of a small business, we needed something that could be implemented quickly, our support team learn easily, and most of all reach our customers seamlessly. HelpScout accomplished all three.
What do you dislike about the product?
Right now, unfortunately we can't listen to voicemails since they are in wav file. But hopefully that will be fixed soon!
What problems is the product solving and how is that benefiting you?
Organization. Prior to Help Scout, we had multiple emails that caused confusion internally and for our customers. So, having a shared inbox and being able to assign, add notes, and tag internally has been a huge help. Now, customers can communicate with us efficiently and we can get them the right help they need internally.
HelpScout is a great tool for a small business needing a HelpDesk ticketing service.
What do you like best about the product?
HelpScout is great for ticketing that allows additional collaborators, making draft emails to customers, and getting quick and easy service to those customers who inquire. The note option is incredibly useful for small teams that need to collaborate or follow up with a customer when the agents may need additional information or assistance. There is a lot of intuitive UI structure in HelpScout and it's easy to get a grasp on using as a new employee.
What do you dislike about the product?
The reporting is limited for what our needs as a growing company are. Trying to get the reports emailed and importing information to other services can me a challenge. We have had to use several means of documenting and collecting data for our customers based on what they want to hear about and see the data for. As we have continued to grow, our company has had to consider other alternatives because of this issue. There is room for improvement, and it could really make HelpScout a great HelpDesk ticketing application.
What problems is the product solving and how is that benefiting you?
We needed a ticketing software that would easily allow our agents to provide technical support and HelpScout had it all when we had started out. It takes care of documentation, merging of older conversations for the same customer and managing their information.
Kyle Long
What do you like best about the product?
At first I was lost and not used to asking for help. But after talking to kyle and realizing how helpful and knowledgeable he is, I felt much more comfy. I am a stickler for plus 1 customer service and boy did he deliver. I thought HelpScout may not be the right fit for what I need but Kyle quickly showed me how to organize my tickets, answered all my questions, and showed me some awesome features Help scout has to offer. Whatever you're paying the kid, double it because you just don't find good people like that anymore.
What do you dislike about the product?
I am still learning and getting to used to everything so i do not have any critiques yet
What problems is the product solving and how is that benefiting you?
When using my gmail acount i was getting email threads with dozens of people in them asking questions along with emails coming at me from several different sources, not just customers, i quickly realized more people than necessary were falling through the cracks and I do not operate that way. I asked my Chief of Staff Kristen for help and she found me the platform with you guys! Everything comes in seperately by time, ticket number, and human being, so i can focus on one person at time in order and make sure EVERYONE is taken care of.
This solution is easy to use and allows us to improve our productivity.
What do you like best about the product?
We really like the statistics on the keywords searched in our online documentation. This allows us to improve our articles and better answer our customers' questions.
What do you dislike about the product?
The integration with salesforce could be improved.
What problems is the product solving and how is that benefiting you?
Help scout allows us to respond quickly and efficiently to our customers and improve the user experience.
Navigation is easy
What do you like best about the product?
Email notifications are instant and well timed
What do you dislike about the product?
Sometimes the website is down without warning
What problems is the product solving and how is that benefiting you?
Helping meet client needs
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