Help Scout
Help ScoutReviews from AWS customer
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The best in customer service monitoring and client retention
What do you like best about the product?
I love the integration between our e-commerce software and Help Scout. The ability to see the client name, order number, amount paid and status of the order without opening the website or any other communication has saved us a ton of time.
What do you dislike about the product?
I can honestly say that there is nothing we've disliked over three years with HelpScout.
What problems is the product solving and how is that benefiting you?
We use it to support e-commerce customers after the purchase with any order support or item support questions needed.
Recommendations to others considering the product:
Honestly, this product has made customer support so easy for our company. We tag customer questions and can see what is working and not working monthly, our response time has improved significantly. It even pulls support messages made on Twitter, Instagram, and Facebook into HelpScout, so everything is in one place. The customer support is second to none. I have never had a better experience with software support.
Helpscout makes working through my customer support queue a breeze
What do you like best about the product?
The support review queue is very well made and easy to navigate. The saved replies functionality is powerful and helps increase my productivity as I'm going through my queue.
What do you dislike about the product?
I would like to be able to decide whether to include the satisfaction rating prompt into a reply or not - sometimes it's just not suitable to add.
What problems is the product solving and how is that benefiting you?
Dealing with my email customer support queue. The benefit is that I am now much less stressed about it compared to when I was dealing with it via just my email.
Shocking how much better HelpScout is vs Front
What do you like best about the product?
- Clean user experience and interface
- Simple to use, not buggy (I encountered a huge amount of bugs with Front)
- LOVE that they are a B-corp and have a "helpscout for good" program supporting non-profits
- Simple to use, not buggy (I encountered a huge amount of bugs with Front)
- LOVE that they are a B-corp and have a "helpscout for good" program supporting non-profits
What do you dislike about the product?
- Probably doesn't have as many advanced integrations and automations as other platforms (it's more simplified in its approach)
What problems is the product solving and how is that benefiting you?
HelpScout powers our operations infrastructure from a shared inbox.
Excellent tool for managing customer support tickets
What do you like best about the product?
The functionality in HelpScout is straightforward and intuitive to use. It's easy to assign and reassign tickets to the correct people and ensure they're all followed up on.
What do you dislike about the product?
Some of the navigation can be a bit confusing when first being introduced to the tool but once you get up and running, it does not cause any issues.
What problems is the product solving and how is that benefiting you?
In my use case, customer support tickets that need to have a sales rep follow up on are assigned to me. From there, I assign them to the correct rep. It's nice because if the rep does not follow up or if the customer repsonds, we get notifications so we can make sure that someone gets in contact with the customer ASAP.
Help Scout - Making being productive A LOT easier!
What do you like best about the product?
Before Help Scout, I was managing all of our requests inside my inbox. I would forward emails to co-workers for them to help. Now co-workers can log in and grab tickets as they come in, or I can quickly assign them right inside the system. The option to see only tickets assigned to me also removes the overwhelming feeling of a full inbox. We recently started using tags as well, and that has been a game-changer as well. Also, seeing the notes pass right into our Slack channel helps speed up the process and keeps everyone on the same page.
I am looking forward to learning about the other features and implementing them as well.
Thank you for making me and my team more productive.
I am looking forward to learning about the other features and implementing them as well.
Thank you for making me and my team more productive.
What do you dislike about the product?
I have no grips about Help Scout. I think it would be awesome to have training webinars. Disclaimer there may be webinars; I may not have found them yet.
What problems is the product solving and how is that benefiting you?
Staying organized and productive becomes more difficult as a company begins to grow. You realize you now need an entire support team vs one support person. Then you realize you need a product to help organize support tickets and keep track of the tickets. This is where Help Scout came into play for us.
Recommendations to others considering the product:
Try it. You will love it. We haven't once considered another platform since signing up.
Delightful CRM
What do you like best about the product?
I really appreciate the thought Help Scout has put into their CRM. It's easy to use and get started with. Everything is straightforward and they've minimized the learning curve. They offer everything you need for your company to stay connected with your customers. The couple times I've spoken with a customer service representative they have always been pleasant and their answers were easy to understand.
What do you dislike about the product?
So far I haven't really found anything I don't like. Everything has worked properly.
What problems is the product solving and how is that benefiting you?
Help Scout let's us display our help articles on our own site via a beacon when a user is logged into their account or dashboard. It offers convenience to our customers and helps us look like we're on top of it!
Recommendations to others considering the product:
If you want to have a scale ale CRM solution without needing to watch videos and hire a specialist chose Help Scout. It will save you time and frustration.
Easy integrations, great interface
What do you like best about the product?
the ability to integrate multiple sale channel inboxes and handle all support request in one place.
What do you dislike about the product?
reporting could do a little better. I would love to be able to customize reports.
What problems is the product solving and how is that benefiting you?
handle request from multiple sites into one.
Help Scout Helping to Move Our Business Forward!
What do you like best about the product?
Help Scout allows us to track essential metrics in our business that not only help us correct system bugs but help us support our clients. Help Scout provides us with the tools to prioritize where our CS Team and Engineers spend their time. Without Help Scout, we wouldn't have a dynamic and direct communication tool with our clients. Communication is key!
What do you dislike about the product?
We're happy with the functionality of HelpScout but sometimes wish we could dig even deeper into what our customers are doing within our site and the behaviors around when they use Help Scout to reach out.
What problems is the product solving and how is that benefiting you?
We are able to communicate with clients using Mailboxes, Chat Feature, and Ticket Creation. This has given us even more ways to capture feedback and questions from our clients as well as reach out to them with any updates or answers!
Great tool for keeping track of my projects
What do you like best about the product?
I like the ease of seeing the chain of correspondence with clients and various team members.
What do you dislike about the product?
Honestly, there isn't really anything I specifically dislike about it.
What problems is the product solving and how is that benefiting you?
Coordinating various projects with managers and team members. It helps me to keep the workflow a lot smoother.
Recommendations to others considering the product:
I would definitely go for it! It is easy to use, very intuitive and helps to streamline the workflow.
A great way to organize your customer service and delegate tasks
What do you like best about the product?
Our customer service team works with 3 different companies. HelpScout allows us to sort automated emails into folders automatically and makes it easy to assign tasks to each team member across all our brands. The saved responses might be my favorite feature because we can save all the answers to our frequently asked questions and select them from a drop-down. It keeps our messaging consistent and saves a ton of time.
What do you dislike about the product?
The only thing I dislike is that I often get notes sent to my email, and in the past, I've accidentally responded to the customer instead of my colleague who left the note.
What problems is the product solving and how is that benefiting you?
We now have a central location for all our customer service across all our brands and can assign tasks in a way where the whole team can see what's going on. This helps keep us all on the same page and makes us more efficient.
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