Help Scout
Help ScoutReviews from AWS customer
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Excellent product, excellent support
What do you like best about the product?
The product is great. Very easy to use and the cost is fair compared with many other helpdesks.
What do you dislike about the product?
It would be good if perhaps we could allow users to have 'view only' access without having to pay a license fee for them.
What problems is the product solving and how is that benefiting you?
Help Scout ensures that we deal with every customer enquiry in an effective manner, and allows us to assign to the correct member of staff to get it dealt with.
Simple, Straightforward, Remarkably Powerful
What do you like best about the product?
Help Scout is great because it does the basics so well and so intuitively. We've tried other solutions in the past and Help Scout seems to get the balance just right. There are more advanced features but it's not blaoted with too many options that you'll never use. Its integration with Slack has also worked incredibly well for us as we've established a flow.
What do you dislike about the product?
There's not much I dislike. Sometimes when I'm working on mobile it could be a bit easier to navigate, but honestly, it works just fine. I frequently use it on mobile when traveling and haven't run into any issues.
What problems is the product solving and how is that benefiting you?
For us, we needed a clean, easy solution to keep track of client emails and make sure we follow through in a timely manner. This, at its core, is the basic solution it solved while allowing us to work collaboratively and asynchronously. The data reporting and statistics are also a bonus that works well for what we need.
Intuitive and Well Designed
What do you like best about the product?
I love how intuitive it is to use. I'm almost never confused about how to do something. I like that we can have multiple inboxes. The time saving features are helpful, such as setting up rules to auto-tag/auto-close conversations.
What do you dislike about the product?
I imagine that some other email help desks have more customizations. I also don't like that you can't send out bulk saved replies. You can only email one customer at a time.
What problems is the product solving and how is that benefiting you?
1) When to staff people
2) Where our customers are getting stuck the most
3) Expanding how we collect customer feedback
It's easy to loop multiple people in on one conversation.
2) Where our customers are getting stuck the most
3) Expanding how we collect customer feedback
It's easy to loop multiple people in on one conversation.
Finally, a platform that supports our entire organization
What do you like best about the product?
Helpscout is truly an all-in-one solution for email support, real-time chat, and knowledge base management, in addition to full-fledged analytics and reporting.
What do you dislike about the product?
I wish there were better built-in tools for customizing the look and feel of Helpscout Docs, but with support for custom JS and CSS, there isn't much that can't be overridden or adjusted given time and effort.
What problems is the product solving and how is that benefiting you?
Since moving our support inboxes and knowledge bases to Helpscout we've crushed all our KPIs leading to faster first responses, faster resolutions, and ultimately more satisfied customers.
Helpscout has empowered our team to more effectively communicate with our clients
What do you like best about the product?
The best part of Helpscout is how easy it is to reply or proactively communicate with clients, all while doing this on multiple communications channels (Live chat and email). It's also very nice and rare to see the continual development of new features since we've been using them.
What do you dislike about the product?
If there was a gripe, it would be nice to see more work on customization of their beacon; however, it's still a newish feature that I know they are still working on and improving.
What problems is the product solving and how is that benefiting you?
We field a wide range of requests from our clients from technical software issues to simple software questions and Helpscout helps us manage and organize these in a way that makes it effortless to work with multiple communications over different spans of handling time.
Backbone of our business, support, and help documents
What do you like best about the product?
Simple startup, yet powerful features. The all in 1 nature of documents, with help popup, that links seamlessly to the support, makes it so easy to roll out great customer service across new businesses
What do you dislike about the product?
Minor limitations in the API, it still has a much stronger integration framework than many other companies. Once the 2 minor updates I've requested are added to the API, we can 100% automate software selling systems deployments
What problems is the product solving and how is that benefiting you?
We use Helpscout as the back end of all our systems, but also resell out to clients and deploy with automation for them. Gives us a super fast, easy install for clients
Makes support almost fun
What do you like best about the product?
Helpscout has a clean and simple user interface that is elegantly integrated with our large set of documentation, website chat support, and integrations with third-party apps like Slack and easy digital downloads which we use for licensing or software as well as our CRM one page.
Managing inbound tickets is a snap as it's easy for anyone to jump on answer and pass tickets on to someone else to help finish up.
Managing inbound tickets is a snap as it's easy for anyone to jump on answer and pass tickets on to someone else to help finish up.
What do you dislike about the product?
The only minus I will give helpscout is that they don't have native app support for live website chat. I suspect they might be working on this but other iOS and android chat support apps are way ahead of the game.
What problems is the product solving and how is that benefiting you?
We Use HelpScout to help our publisher customers implement and troubleshoot our software if needed. We can track Bug reports with tagging as well as feature requests. It's simple and just works.
It just works - well considered user experience and very easy to use.
What do you like best about the product?
It gives you 3 options for messages so that you can control when an email is no longer 'active' so you won't accidently forget an email. It also allows you to add a note to emails which means you can discuss with colleagues how to respond to the email without accidentally emailing the customer. I also love that you can assign emails between team members.
What do you dislike about the product?
The only issue i have is when an email has been assigned it moves into the folder of the person you've assigned it to (which is good) BUT when the customer replies, the reply goes to the person (and not the group inbox) so it is easy to miss, especially if the person isn't working that day. We try to reply to all emails within 24 hours, and this issue can add a delay to our replies (as we don't always notice).
What problems is the product solving and how is that benefiting you?
You can discuss how to respond to the email by adding a 'note' to the email, and it's easy to manage action required emails, and quickly ignore any advertising emails.
Very polished, solid platform.
What do you like best about the product?
HelpScout is a very polished, solid platform, and over the years, I can barely count on my fingers the times I haven't been able to use it due to some downtime or any technical issue. This is quite important, as having a stable and quick support platform is extremely important for me.
There are keyboard shortcuts for a lot of actions inside the platform, which improves productivity a lot.
I frequently use the Beacon, Knowledge Base, and Live Chat features, all exceptionally well done, relatively easy to use and customize - also to integrate, if you have some coding chops. I haven't used the Messages feature yet due to lack of time, so I can't comment on that one.
Their support team is excellent too. Every time I needed them for some reason, they were prompt, resourceful, and polite.
Regarding pricing: it has been surprisingly stable over the years, at least for me. There was only one more significant change I noticed – and it was a good move – where they added a more straightforward plan with new features.
There are keyboard shortcuts for a lot of actions inside the platform, which improves productivity a lot.
I frequently use the Beacon, Knowledge Base, and Live Chat features, all exceptionally well done, relatively easy to use and customize - also to integrate, if you have some coding chops. I haven't used the Messages feature yet due to lack of time, so I can't comment on that one.
Their support team is excellent too. Every time I needed them for some reason, they were prompt, resourceful, and polite.
Regarding pricing: it has been surprisingly stable over the years, at least for me. There was only one more significant change I noticed – and it was a good move – where they added a more straightforward plan with new features.
What do you dislike about the product?
I would like them to improve the “Save replies” feature, especially the pop-up menu accessed via a button in the message editor. It's one of the features I use the most. Any improvement there would directly reduce my daily app usage time.
For example, there is currently no fuzzy search and no way to edit the saved reply using the pop-up menu itself.
So, for example, to fix a typo in a saved reply, I need to perform several steps: exit the editor, load the “Saved Replies” window, find the message, make an edit there and then save it. All this is needed before I can go back to the editor.
I frequently spend a lot of time fixing saved replies after loading them in the editor. It would be awesome to be able to open the saved reply from the editor itself to make edits there or even delete the entry from the pop-up.
I currently have thousands of saved responses distributed in separate mailboxes. Many of them are duplicated or outdated because of these limitations. Because there's no fuzzy search and no central place to edit them all, finding and managing all this content is quite difficult using the web app. Also, there is no way to export or import them in batch, which would ease the management issues.
The mobile app also needs improvements, as it lacks lots of features present in the web app.
These improvements alone would decrease the time it takes to use the app.
For example, there is currently no fuzzy search and no way to edit the saved reply using the pop-up menu itself.
So, for example, to fix a typo in a saved reply, I need to perform several steps: exit the editor, load the “Saved Replies” window, find the message, make an edit there and then save it. All this is needed before I can go back to the editor.
I frequently spend a lot of time fixing saved replies after loading them in the editor. It would be awesome to be able to open the saved reply from the editor itself to make edits there or even delete the entry from the pop-up.
I currently have thousands of saved responses distributed in separate mailboxes. Many of them are duplicated or outdated because of these limitations. Because there's no fuzzy search and no central place to edit them all, finding and managing all this content is quite difficult using the web app. Also, there is no way to export or import them in batch, which would ease the management issues.
The mobile app also needs improvements, as it lacks lots of features present in the web app.
These improvements alone would decrease the time it takes to use the app.
What problems is the product solving and how is that benefiting you?
Helpscout has been an invaluable part of my business for seven years. I've been using it myself this whole time, so I can adequately say that I know the ins and outs of it. I carried out all my support activities using the Help Scout apps (mobile and desktop).
Recommendations to others considering the product:
Overall, I recommend HelpScout as an excellent solution for building a top-notch support platform for your business.
HelpScout Rocks!
What do you like best about the product?
I like the simplicity of the interface and UI.
What do you dislike about the product?
I wish that there were more generated reports and automation, like Zen Desk has.
What problems is the product solving and how is that benefiting you?
We've been able to track our contacts, reporting metrics, and pain points our members have. We can then communicate this to our product and marketing owners.
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