Help Scout
Help ScoutReviews from AWS customer
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Help Scout has simplified my life!
What do you like best about the product?
When I log in to Help Scout, I can immediately begin my workday in an organized and stress-free fashion. Its user-friendly interface allows me to get all of my work done in a timely manner. Customer care is of utmost importance to us, and thanks to Help Scout's reliable service, I am able to support all of my customer's needs, whether it be through email, phone calls, or chat. The "Saved Reply" feature is my absolute favorite and has saved me so much time in replying to my customers.
What do you dislike about the product?
I used to be able to attach photos to my Saved Replies, and now I'm unable to attach any images. Once in a while, It can be a bit slow when searching through past conversations or using keywords.
What problems is the product solving and how is that benefiting you?
Help Scout helps me stay organized and allows me to give my customers the best care possible. With Help Scout, I can better manage my time on tasks, prioritize issues, and reach out for support from my superiors. I no longer look at a full inbox and feel intimidated. I start from the bottom, tag each email with our custom tags, and start responding to customers based on priority level. I feel a bit spoiled, having used this platform for three years now. It's so user-friendly, and the help I received from the support team is fantastic.
Recommendations to others considering the product:
I would strongly recommend Help Scout to any of my friends and colleagues. I have used other email-based customer support platforms, and Help Scout is by far the best. They win in style, technical support, organizational ability, and attention to detail. We wouldn't be able to offer the exceptional customer care we pride ourselves on without Helpscout.
Using helpscout for over 5 years and very happy!
What do you like best about the product?
Support: Easy to get in contact with real people who are highly technical.
Usage: very easy for new users to get onboarded and navigate the platform quickly. easy enough to customize as well once you learn your own business needs
Usage: very easy for new users to get onboarded and navigate the platform quickly. easy enough to customize as well once you learn your own business needs
What do you dislike about the product?
Feature Updates: We've made several but haven't seen any of them come into the platform yet.
What problems is the product solving and how is that benefiting you?
Answering questions for our clients, and tracking our support volume/KPIs
Perfect mix of pro features with great usability
What do you like best about the product?
We evaulted many ticketing systems, and needed pro-level features (i.e. power user), but with a user interface that makes sense and easy to use while still maintaining access to the advance features. HelpScout fit the bill perfectly!
What do you dislike about the product?
The only complaint we have is with the tagging system - some users may like free-form tags, but it makes reporting harder since there isn't a permission to prevent users from creating similar tags.
What problems is the product solving and how is that benefiting you?
We have a team answering client emails, and in the past, multiple agents would start replying to the same email, and sometimes our agents gave conflicting info - we love the collision detection feature! We also use HelpScout to report on volume, type of questions, etc, which helps us determine staffing needs for the customer relations group.
Great platform for mid-size companies
What do you like best about the product?
It lets me tag other people in a task to eliminate me having to send an email! Efficient and easy
What do you dislike about the product?
Honestly, I don't think there is anything I don't like! I have not run into any problems using it or malfunctions with the software.
What problems is the product solving and how is that benefiting you?
We use all of our incoming office calls to be filtered out through Helpscout. It saves our receptionist lots of time and cuts down on direct phone traffic
HelpScout works!!
What do you like best about the product?
HelpScout provides our company with a secure email system to direct all inquiries for the entire team to have access to. Customer issues are addressed in a timely manner as emails are open for everyone not stuck in one person's inbox. Would recommend this software to any company with more than one employee working on the same or similar tasks.
What do you dislike about the product?
So far not really anything to dislike. If I had to choose, I would say searching is not my forte.
What problems is the product solving and how is that benefiting you?
We are able to have better communication with our customers. It is in written form so there is little or no misunderstanding of messages. Having communication in writing enables traceability to be able to connect messages from same customer.
Easy and useful platform
What do you like best about the product?
The interface is intuitive and straightforward. I have three inboxes set up and share this with four other staff members. One of my favorite features is adding notes as we assign clients to one another for continuity.
What do you dislike about the product?
I wish it integrated with Acuity Scheduling rather than having to go through Zapier. It would be great to compile reports from both platforms and have them "talk" to one another.
What problems is the product solving and how is that benefiting you?
HelpScout allows me to reply to inquiries through the website quickly. Hence, there is minimal delay in getting back to people, which improves productivity and reduces the chance of losing messages in my Outlook inbox. HelpScout also makes it easy to keep notes on clients. When I communicate with them, I can easily see where we left off in previous conversations.
Great for our small team
What do you like best about the product?
Ticket thread management; multi-user; documentation library; beacon
What do you dislike about the product?
notifications could be more independent from the operating system - too easy to miss.
What problems is the product solving and how is that benefiting you?
Ability to manage support tickets better; support documentation library
Great software for Customer Service/Managing tickets!
What do you like best about the product?
HelpScout is user-friendly, easy to navigate, and makes taking care of our customers very simple and quick. I love that they have extra reassurance knowing that they can reach out to us through Helpscout and get their issues taken care of promptly.
What do you dislike about the product?
I genuinely don't see any downsides or anything that I dislike about this software. It's helpful to have all around if you have an extensive customer database and a need to keep things organized.
What problems is the product solving and how is that benefiting you?
Customers reach out with any technical issues they're having or just general questions- and Helpscout makes it easy to keep track of these tickets/conversations.
Recommendations to others considering the product:
My advice is to give it a try if you're curious if it will help increase organization.
review for entry for gift card
What do you like best about the product?
lets me know when an account needs updated or an email is no longer working on accounts
What do you dislike about the product?
i do not have any issues with help scout.
What problems is the product solving and how is that benefiting you?
It's very easy to use.
Helpscout solves our clients issues by making it easy for us to help them
What do you like best about the product?
Easy to use, feels more like a conversation, and it doesn't make the client feel like they are in a ticketing system. We love in-app support and knowledge base features.
What do you dislike about the product?
We wish we could secure the knowledge base website for only our application users so it was not public for everyone to see. Other than that, the app works great.
What problems is the product solving and how is that benefiting you?
The ability to connect quickly with clients over more than just email. Many of our client users do not have work emails or easy access to them so the in-app chat breaks down the client and support communication barrier. We also love the ability to send targeted messages to users to let them know about app issues or updates.
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