Help Scout
Help ScoutReviews from AWS customer
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Best Help Desk on the Market!
What do you like best about the product?
Help Scout has allowed us to scale nearly 30+ saas businesses within one master account and allows user scalability with ease. Also, our Account Manager, Sewar, is super hands-on and is a valuable outside contributor to our company. We're in constant communication and always providing ideas for better workflows.
What do you dislike about the product?
There are a few features that the team is currently getting in front which will enhance our usage. Other than that nothing to dislike.
What problems is the product solving and how is that benefiting you?
Scalability and foundational consistency across all our products. It's allowed us to have consistent measuring of desk health and agent performance.
Sewar Nasser
What do you like best about the product?
Ease of use and reporting as well as options for customer self service
What do you dislike about the product?
There is nothing about Help Scout that I dislike
What problems is the product solving and how is that benefiting you?
Customers are being helped in a timely manner due to the ease of use and reporting available. HS is great from a workforce management perspective.
Implementing HELPSCOUT in Liberty Latin America
What do you like best about the product?
Super friendly platform they have, Im sure it was created by people with LOTs of experience in massive emails management as all the features looks like a dream coming true for us. Also the support team has is one of the best customer services I have ever seen, specially our account manager Sewar. She was fantastic at explaining, training and making this dream true for us.
What do you dislike about the product?
Probably the timing it cost for my IT team and Helpscout team to connect the mailboxes, it was long and crazy but we finally did it.
What problems is the product solving and how is that benefiting you?
Im solving the problem of using Outlook to manage 5 mailboxes recieving hundreds of emails per day, MS Outlook is just NOT created for shared mailboxes at all the experience is frustrating for us and our customer. The big benifit of moving to helpscout is the save of timing and headcounts in handling daily emails.
Recommendations to others considering the product:
We in LLA already did the job for you, we search for tons of other similar products, we review and test them and HelpScout is just the best in the market of admin shared mailboxes. Go and get it.
It was my main HelpDesk
What do you like best about the product?
Design, UI, and UX are stunning, the workflow is greater and the best part is the integration you can even add your code.
What do you dislike about the product?
I do not like that they start free for 3 mailboxes after 2 years they just stop the free you have to bay insane money of 20$ for each user, it's a bad move for me so I switch to DoneDone it has all that I need.
What problems is the product solving and how is that benefiting you?
Support for my client on Envato
Recommendations to others considering the product:
If you are a small company you must check DoneDone of Freshdesk they are good.
Help Scout for Business
What do you like best about the product?
Help Scout easily allows our helpdesk admins to respond to tickets, add notes, ping other admins, and distribute tickets as needed. All the functionality you could want from a helpdesk software is right here in HelpScout.
What do you dislike about the product?
There really isn't too much to dislike. A suggestion I would make would be to allow customer consolidation if integrating with an ERP such as Netsuite. For example, one user might put in a few tickets a month but will have multiple customer records because the email is dynamic.
What problems is the product solving and how is that benefiting you?
Help Scout allows our business to easily manage all internal and external needs. We have been able to focus on other parts of our business better and streamline most processes due to this software.
BEST but could have better features
What do you like best about the product?
Help Scout is one of the best and clear looking software.
What do you dislike about the product?
I hate that we cannot merge between two different emails IDs.
What problems is the product solving and how is that benefiting you?
It's easy to use and has made my life easy.
Recommendations to others considering the product:
The CS team is best to talk and help you set up the account
Help Scout is worth it
What do you like best about the product?
Top three things I love about Help Scout
1. Reporting - No more guess-work here. My executive team loves the customizable reports (quantity, response-time, peak hours, etc.) I know what volumes my team deals with each day, week, month, you name it. I can visually see where spikes and dips happen, and really dig into the data. It's super easy.
2. Automating - Saved Replies are a game-changer! No copy + pasting happening here. Saved replies drastically reduce the chance for human error and make things super fast and easy for my team to respond to customers.
3. Customer Service - If I ever have a question for Help Scout, their team is extremely responsive, professional and friendly. They are very organized and attentive - I've never had to repeat myself or follow-up on a request.
1. Reporting - No more guess-work here. My executive team loves the customizable reports (quantity, response-time, peak hours, etc.) I know what volumes my team deals with each day, week, month, you name it. I can visually see where spikes and dips happen, and really dig into the data. It's super easy.
2. Automating - Saved Replies are a game-changer! No copy + pasting happening here. Saved replies drastically reduce the chance for human error and make things super fast and easy for my team to respond to customers.
3. Customer Service - If I ever have a question for Help Scout, their team is extremely responsive, professional and friendly. They are very organized and attentive - I've never had to repeat myself or follow-up on a request.
What do you dislike about the product?
There isn't anything I dislike about Help Scout.
What problems is the product solving and how is that benefiting you?
Our team is more efficient than before. They are able to respond to emails and help customers quickly and easily.
Good software for customer success and onboarding
What do you like best about the product?
it's easy to integrate, quite simple to use on the day to day and the team behind it are very helpful to it's customers. The startup plan they offer is affordable, specially considering the disparity of currency value between our country and USD.
What do you dislike about the product?
Wouldn't say it is a dislike, more of a worry. Fee readjustments after our 1st year startup discount grace period is over will hit us hardly as right now our currency is 7x lower than USD, but I presume them to be able to make the adjustments in pricing required by our company. With the disparity between currencies, it can become very expensive to use real soon, depending on the size of your team.
What problems is the product solving and how is that benefiting you?
We're addressing the need of live chatting with our customers and stopping to use Whatsapp or other messaging tools where we didn't have access to the full customer history of chatlogs. Also, the knowledge database has been very useful to document use cases of our platform, thus allowing to invest in customer training cheaply when compared on having to deal with more and more 1 on 1 meetings.
Help Scout was exactly what we needed!
What do you like best about the product?
We weren't able to host the knowledgebase on our website so having Help Scout host it as well as the mailbox on theirs was extremely helpful for us.
What do you dislike about the product?
It would be nice if HelpScout had seamlessly integrated translation of our knowledgebase into different languages at the click of a button.
What problems is the product solving and how is that benefiting you?
Chat feature, knowledgebase, beacons. These were ready to use once set up so the benefit is the speed at which to get this all up and running so that we don't have to reinvent the wheel.
Good choice for small and growing business with clear pricing and also reasonable
What do you like best about the product?
The most thing I liked was their sales team that presented a Demo for us. they care about our needs not just sell what they want! also, I like their clear and simple pricing. you can forecast and plan for your cost. for example, other tools like intercom or HubSpot have very complex pricing and I didn't see sincerity and care in their attitude. Also, I liked the UX of the panel, it was so simple. I just have a problem with features for workflows, I mean proactive human-based support.
Oh also report tab is perfect!! simple and so useful! It makes our performance management so easier for both managers and employees.
Oh also report tab is perfect!! simple and so useful! It makes our performance management so easier for both managers and employees.
What do you dislike about the product?
as I said in comparison to intercom doesn't have features for proactive and friendly support. and SLA features. and because we're Shopify app developer we need merchandise review for our growth but helpscout have a feature that customer can end the chat. we don't like this feature and we wanted to disable it but we can't
What problems is the product solving and how is that benefiting you?
easily chat with customers. Anthony in their team was perfect because he understood me and helped me a lot. reasonable and clear pricing is perfect.
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