Help Scout
Help ScoutReviews from AWS customer
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Great for organization and tracking data!
What do you like best about the product?
The data that Helpscout tracks on the emails is of great use to our work because it helps on focus on how to take care of tickets more efficiently for ourselves but also our customers.
What do you dislike about the product?
Sometimes customers will reply with edits to a previous email on the chain, and those edits are not easily viewable in the system, but hidden in the "show original message" function.
What problems is the product solving and how is that benefiting you?
We manage websites for our clients, and we mainly use HelpScout for them to email in and have us make changes to the sites or answer their questions. We can track data to help us determine the best ways to go about answering the tickets and solving them, but the tagging system and workflow system also allow us to keep the inbox well organizes.
Great tool for collating internal and external guidance
What do you like best about the product?
Amazing for collating internally produced guidance for the team and for directing clients to recent advice or details of tax schemes
What do you dislike about the product?
Cannot upload pdfs to the site which is annoying
What problems is the product solving and how is that benefiting you?
Easy way to have a shared inbox and an easy way to show and publish guidance for internal teams and clients
It's everything you need to manage your Support tickets
What do you like best about the product?
I like how you can create a separate Inbox for different channels like Support, Tech Support, Sales for different emails. This way, you can collaborate with all Agents and assign the tickets. I also like Reports that show the 360-degree performance of my team and individuals.
What do you dislike about the product?
You cannot manage to reply to social media messages efficiently. I also noticed some glitches in the iOS App. Those are the things I don't like.
What problems is the product solving and how is that benefiting you?
We were looking for a tool that can manage our multiple channels in a single place to get reports to decide KPIs for all agents effectively. Using Help Scout, we overcome this challenge, and everyone in our team is happy with the product.
The best and most enjoyable to use customer support software
What do you like best about the product?
Help Scout is easy for our team to use, helps us provide better support to our customers quicker, and is a tool that we enjoy, not only one we're forced to use.
What do you dislike about the product?
While we could do a little more with their API than we are right now, it would be nice to surface additional customer data on the conversation list itself without having to go into a conversation to see it.
What problems is the product solving and how is that benefiting you?
Help Scout helps us provide excellent support to our customers, understand where our customers are at in their journey, and provides our customers a searchable knowledge base that integrates with our software product.
Help Scout is a great way to collaborate with coworkers to best help customers.
What do you like best about the product?
I like how all of my coworkers can work together on one email so that our customers can receive the best answer possible.
What do you dislike about the product?
The only thing I do not like about Help Scout is sometimes emails received within help scout do not come in formatted correctly, but the email will be formatted correctly in other inboxes such as gmail and outlook.
What problems is the product solving and how is that benefiting you?
We are solving the problem of answering customers in a more timely manner due to all associates having access to all of the customer support inboxes.
Excellent shared inbox software
What do you like best about the product?
The best shared inbox software we have used. Makes customer service easy.
What do you dislike about the product?
I can't think of anything I would like to see differently.
What problems is the product solving and how is that benefiting you?
Shared email
Very convenient and fast to setup
What do you like best about the product?
It's very fast to get a new inbox setup. We could like a bit more settings to mess with, but it got all the basics.
What do you dislike about the product?
A real chat interface, connected with Facebook and Instagram messenger would be lovely. The reporting views should also be divided by inboxs.
What problems is the product solving and how is that benefiting you?
The multi-brand possibility is really great.
HelpScout has united our Mailboxes and Helped our customers immensely
What do you like best about the product?
The ability to customize almost everything. The free beacon and knowledge base is my favorite. It lets my customers communicate live with the team and answer their own questions.
What do you dislike about the product?
Nothing! I cannot think of anything I would change about the platform or the support services.
What problems is the product solving and how is that benefiting you?
Helpscout helped us migrate multiple mailboxes, create a site bot for live chat/communications, and allowed us to have an easily Integrable knowledge base.
Simple Ticketing system that works!
What do you like best about the product?
I love the simplicity of Help Scout and how easy it is for my Support agents to use. It's no-frills and their API integration is great.
What do you dislike about the product?
As most similar platforms, Help Scout tends to have frequent outages. This can make it incredibly difficult for customers to email and at times, it has created a Support burden.
What problems is the product solving and how is that benefiting you?
The main problem I'm solving with Help Scout is agent efficiency. It's clear to agents what are open tickets and ready to be taken. Their granular categorization of tickets allows for better reporting.
Recommendations to others considering the product:
If you're looking for a knowledge base in addition to Email, Help Scout offers this and has easy linking within the app.
Support software with horrible support.
What do you like best about the product?
The UI is clean and pretty straightforward.
What do you dislike about the product?
The support staff is very disappointing. Pre-sales is non-existent. So if you have questions good luck trying to get them actually answered. I sent several inquiries about trying to speak with someone about my very specific use case. And only got generic canned responses. I attempted to sign up for their "demo." They indicated they would do a Q&A at the end. It felt like this was a pre-recorded webinar. When I attempted to ask my questions. I did get a response! That said they would email me and point me in the right direction. Again, didn't answer my questions.
What problems is the product solving and how is that benefiting you?
We are trying to provide basic support and a knowledge base for our customers.
Recommendations to others considering the product:
Do expect any quality of support when using this software. I had specific questions but were not overly complicated. Impossible to get an answer out of them.
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