Help Scout
Help ScoutReviews from AWS customer
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Help Scout Product Review
What do you like best about the product?
Quick integration process, excellent sales & customer service during the onboarding process.
Once you get started, things are quite intuitive, it is easy to navigate and very responsive. The customer reviews are great - this allows us to see right away what we can do better, or what we did great.
Once you get started, things are quite intuitive, it is easy to navigate and very responsive. The customer reviews are great - this allows us to see right away what we can do better, or what we did great.
What do you dislike about the product?
I don't have many criticisms or feedback to share. I'm quite pleased with the service. I suppose that it would be nice to offer the ability to take actions in WooCommerce directly through Helpscout - for example, cancel an order, or one-click tracking numbers in the Help Scout interface (currently you have to click into the order, and then take all the actions directly in WooCommerce). But this is really not that big of a deal.
What problems is the product solving and how is that benefiting you?
Team communication has improved. We have centralized all of our customer service inquiries, which saves time and improves our response rate.
Our supply chain is currently compromised with the recent events in North America, so it's hard to quantify any revenue increases due to Help Scout, but we certainly haven't lost any business due to HS, and I'm confident that as we scale our business, HS will help us provide the same great service to many more customers.
Our supply chain is currently compromised with the recent events in North America, so it's hard to quantify any revenue increases due to Help Scout, but we certainly haven't lost any business due to HS, and I'm confident that as we scale our business, HS will help us provide the same great service to many more customers.
Recommendations to others considering the product:
Great onboarding process, easy to set-up and get started. Very effective tool.
Great solution for new or established companies
What do you like best about the product?
It is easy to use, works great on mobile, and has been a reliable ticketing and communication tool for our startup.
What do you dislike about the product?
There are a few features some of the "bigger" solutions provide like merging tickets, but these little items can easily be worked around (notes in tickets, etc)
What problems is the product solving and how is that benefiting you?
Support ticketing, targeted messaging, beta program management, knowledgebase
Recommendations to others considering the product:
Great solution for your business. I have used several "more advanced" solutions like Zendesk and Desk, and HelpScout really rivals these in terms of functionality. My current company is small still, but I would be confident and comfortable using Help Scout even at my former larger company post-merger.
Great & Easy to send and Receive Mail.
What do you like best about the product?
Help Scout has always helped me receive and send mail from and to multi-company, and always look profissional.
Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly!
Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly!
What do you dislike about the product?
I genuinely don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication is transparent with quick resolutions.
What problems is the product solving and how is that benefiting you?
Help Scout enables our users to not feel like a number in our queue. The user experiences emailing back and forth with us in a friendly conversation while we can track all the required things on our end through the platform. Ticket numbers exist, but there's no reason a user needs to see them!.it Help me to send mail easily
Recommendations to others considering the product:
Their support team is super responsive and goes above and beyond to help whenever we need anything!
Collaborative and Easy to Use
What do you like best about the product?
Supporting our end users was very easy via Helpscout. We were able to easily collaborate with the features that were available to us. I also appreciated that you could easily set saved replies and automated workflows to make the process less manual.
What do you dislike about the product?
I would have appreciated the ability to create a user-facing resource library as a complement to the help desk function that we used Helpscout for. It would have been really helpful if there was a one stop shop for all user support resources.
What problems is the product solving and how is that benefiting you?
Helpscout is our primary customer-facing helpdesk. It enables us to quickly and easily respond and troubleshoot any issues that arise with the use of our product.
Recommendations to others considering the product:
I would recommend the use of Helpscout if you want a solution that is easy to use and allows for constant collaboration between all internal teams.
Great Tool For Support
What do you like best about the product?
Ease of use of the platform. Love that the whole support team can use this as a centralized platform for support emails.
What do you dislike about the product?
No real cons, but it can be challenging to figure out how we can setup notifications so that you stay on top of things.
What problems is the product solving and how is that benefiting you?
Centralized communication for all of the support team and staying on top of customer issues. Helpscout provides added visibility.
Support ticketing made surprisingly easy
What do you like best about the product?
They have got a Shared Mailbox, Which is extremely easy to use. With absolutely no clutter or whatsoever!
Their UI is Clean and well organized. Most of the new employees find themselves comfortable using the tool.
Their UI is Clean and well organized. Most of the new employees find themselves comfortable using the tool.
What do you dislike about the product?
There's not much going on in the Omni-Channel Supporting. The email is part of the support environment, and other Support Software has a lot going on supporting Omni-Channel Systems.
What problems is the product solving and how is that benefiting you?
Our Support Team finds it extremely easy to transition from Zendesk. We used Helpscout to support our internal staff & also for IT Helpdesk. We found the Beacons Useful; People find it easier to navigate answers through it.
Help Scout - Business Review
What do you like best about the product?
Help Scout allows our IT team to collaborate on tickets while also helping us balance our workload. The documentation system is really great; commenting and notes are essential. Overall very happy with Help Scout.
What do you dislike about the product?
The reports tab could use an overhaul. It would be nice to generate reports on how many tickets each IT staff member cleared out over time. The spam functionality has never been utilized by us either.
What problems is the product solving and how is that benefiting you?
Help Scout allows us to document and track issues across the business. Not only limited to strictly IT, Help Scout allows us to monitor and track ERP upgrades and similar functions as well.
Our Customer Service Is Awesome With Help Scout
What do you like best about the product?
Help Scout has helped us step up our customer service. Before, we used shared email inboxes and had many problems with duplicated effort, accidental deletion of emails, and inability to track customer service issues. Help Scout changed all of that. One of my favorite features is the "traffic cop," which allows users to see in real-time who among their co-workers is currently reading and/or responding to a specific email from a customer. I also like the ability to add notes to an email conversation that are only seen internally and the ability to "mention" a co-worker on a particular conversation so that he/she is brought into the loop to help solve the customer's issue when needed.
What do you dislike about the product?
I'd like to see a few more admin-level settings, like the ability to control which users can create new tags. But honestly, I would categorize these things as my pie-in-the-sky wishlist items. I wouldn't say these are "dislikes." The Help Scout team seems to be continually developing the platform and adding new features, and they welcome regular feedback from their clients on how to improve it.
What problems is the product solving and how is that benefiting you?
Mostly it has just taken our customer service to a new level, which is a big win.
User Friendly
What do you like best about the product?
Customize chat docs.
I can create an article and prompt the chat after a few min. of a customer is on a page
I can create an article and prompt the chat after a few min. of a customer is on a page
What do you dislike about the product?
When you reply to an email it is atomically closed.
What problems is the product solving and how is that benefiting you?
customer inquires are being solved
Fantastic Product and Customer Service
What do you like best about the product?
Their support team is super responsive and goes above and beyond to help whenever we need anything! We don't need a major solution like Zendesk, and Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly!
What do you dislike about the product?
I truly don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication about them is transparent with quick resolutions.
What problems is the product solving and how is that benefiting you?
Help Scout enables our users to not feel like a number in our queue. The user experiences emailing back and forth with us in a friendly conversation while we are able to track all the required things on our end through the platform. Ticket numbers exist but there's no reason a user needs to see them!
When Help Scout rolled out their new chat feature with their Beacon, I really appreciated that they understood that some of their customers won't be able to utilize chat. They built in the ability to turn this fancy new chat feature off yet still allow the use of Beacon for contact forms and help docs. That's huge in my eyes to be able to customize for exactly what I need for my unique user base and their needs.
When Help Scout rolled out their new chat feature with their Beacon, I really appreciated that they understood that some of their customers won't be able to utilize chat. They built in the ability to turn this fancy new chat feature off yet still allow the use of Beacon for contact forms and help docs. That's huge in my eyes to be able to customize for exactly what I need for my unique user base and their needs.
Recommendations to others considering the product:
Be open and honest with the onboarding and sales team when evaluating Help Scout! They were immensely helpful to me when I was considering them.
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