Help Scout
Help ScoutReviews from AWS customer
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Help Scout is a life save!
What do you like best about the product?
Organized, everyone has access to notes on all customer interactions so anyone can step in if someone isn't available and it's seamless for the customer.
What do you dislike about the product?
My one wish would be that you could create a draft email with notes attached.
What problems is the product solving and how is that benefiting you?
All customer communications are documented so we have historical data for customers as well as notes of other team members who may have interacted with the customer in the past.
Works well and has the options we need.
What do you like best about the product?
Keeps track of old emails from customers in one spot.
What do you dislike about the product?
Maybe a better spam filter that starts to recognize spam better.
What problems is the product solving and how is that benefiting you?
Keeps track of older messages that can get lost in the shuffle of email.
Recommendations to others considering the product:
It is easy to use and helps stay organized.
Everything we wanted
What do you like best about the product?
The flexibility and all-round functionality. HelpScout has done everything we wanted and more. As a help desk it is incredibly versatile. Their beacon is cleverly thought out and easily customizable. I found the integration with Hubspot particularly useful. Plus their support team has been beyond excellent at answering my numerous queries.
What do you dislike about the product?
When you use the docs, you need to set up a page using CSS. It's a little frustrating that there is no visual builder. But it's such a minor detail I wouldn't let it deter you away.
What problems is the product solving and how is that benefiting you?
We can track our conversations, create saved responses, have an internal helpdesk, learn what customers are most searching for in chat, execute automated workflows to separate and tag our various audiences, and generally save oodles of time.
Great Customer Service Solution for Our Small Business
What do you like best about the product?
Help Scout has useful features like assigning tickets to specific team members, creating tags to track conversational trends, and an easy rating system to get feedback from our customers. It's been affordable for our small startup, as well!
What do you dislike about the product?
There are a few features we wish were included, like better management of spam emails (there is a way to blacklist emails, but it's both buried and tedious to use) and notifications when a rating is left (some customers try to continue the conversation in the rating comment instead of replying to the email).
What problems is the product solving and how is that benefiting you?
We are able to manage our customer service tickets through Help Scout, and we can also try to solve our customers' problems before they contact us by using Help Scout's comprehensive support document features.
A sleek, user-friendly tool that's well-suited for small and mid-sized teams.
What do you like best about the product?
The basics are intuitive, and the way that "conversations" are handled and named puts customers as people in the forefront.
What do you dislike about the product?
Reporting leaves a little to be desired, especially in terms of cross-measuring different data elements (like tags, agents, and performance metrics.)
What problems is the product solving and how is that benefiting you?
Help Scout handles our help center, live chat, and support email in box all in one tool admirably. Its simplicity is extremely valuable for less practiced teams and leaders.
A great product from an incredible company
What do you like best about the product?
The best part of Help Scout is that it works, and I know I'm supporting a great company by using their service. On the occasions when something isn't going right and I think it's a bug and not me, I contact customer service and their top quality support team (they are a support platform after all) helps show me how to make things work the way I want to and it's very predictably my own user error, not a bug.
Help Scout provides the best resources in their weekly digest of any company. I unsubscribe from every repeating email except Help Scout's. Their B Corp status and the amount of care they put into being good on top of being a good business is admirable.
Help Scout provides the best resources in their weekly digest of any company. I unsubscribe from every repeating email except Help Scout's. Their B Corp status and the amount of care they put into being good on top of being a good business is admirable.
What do you dislike about the product?
The inbox search function isn't ideal but is acceptable.
What problems is the product solving and how is that benefiting you?
Customer Support team management. Having one inbox receiving support emails and assigning/distributing to the team.
Saved Replies and Automated Workflows help us manage our inbox with CRM-like assistance!
Saved Replies and Automated Workflows help us manage our inbox with CRM-like assistance!
Great customer support system, great company to work with
What do you like best about the product?
It's easy to use and new features are being added regularly.
What do you dislike about the product?
The mobile app still doesn't have all the functionality of the web version.
What problems is the product solving and how is that benefiting you?
We're a nonprofit and we use Help Scout to communicate with and provide support to our members. The Saved Replies are a real timesaver for our volunteer support team, and they ensure that members get accurate, consistent help with their technical issues.
Help scout improves the experience !!!
What do you like best about the product?
It is a platform with a very attractive interface that improves the experience of our clients in a personalized way. It's great for us as we handle a large number of clients and users. It consists of a very good integration with email. The tools and functions are versatile and easy to use, such as real-time chat, creating reports and analysis, we can even have a more organized and clean management of documents and tickets. It meets all the needs of our company.
What do you dislike about the product?
We do not present any complaints regarding the operation of the platform, since we have increased the performance of our work team and improved the service to our clients. however at the beginning the configuration between the platform and outlook is not easy. Now we can say that it has been easier to do it, but they must improve this.
What problems is the product solving and how is that benefiting you?
Our company uses this platform, since it is easy to use, the user understands it quickly, it provides a more personal communication, on the contrary of other platforms that make people feel like numbers. Our work team has improved the experience of potential clients, not increasing the scope we have and the recruitment of them. In this way we increase our profits. The tools and functions are easy to configure and very versatile, we create reports quickly, we analyze carefully but with the greatest fluidity possible and thus we make quick decisions to guarantee a quality service. We carry out a customer support system through tickets, in a more effective, organized and clean way. We are happy, the best decision we made was to choose Help Scout. We centralize all the information in one place and have metrics for operations.
Recommendations to others considering the product:
This platform is ideal for any company, you can improve the performance of your work team, improve the customer experience, since a sale can be made by anyone but offering a quality experience allows you to attract more customers, which will take you to an exponential growth of your company. You will also have the ability to create reports and analysis, make real-time chats, answer support inquiries immediately. Help Scout is without a doubt is a great software that supports you. Totally recommended.
Help Scout - the right features and works as expected
What do you like best about the product?
The best feature of Helpscout is how easy the setup is. It literally takes five minutes to convert all your email requests into proper tickets with statuses so non are dropped.
Other benefits include:
Easy usage -> basic status for each email/request, reassign workflows, drop the ball workflows, etc
Good reports -> including separate reports for separate mailboxes
API -> allows customized integration
chat - untested
Support - excellent
Other benefits include:
Easy usage -> basic status for each email/request, reassign workflows, drop the ball workflows, etc
Good reports -> including separate reports for separate mailboxes
API -> allows customized integration
chat - untested
Support - excellent
What do you dislike about the product?
wish there was a global workflow
with many mailboxes it does get a bit messy
with many mailboxes it does get a bit messy
What problems is the product solving and how is that benefiting you?
not dropping/losing track of help requests
shared views of requests + reports to contrast easy/heavy clients and easy/heavy issues.
shared views of requests + reports to contrast easy/heavy clients and easy/heavy issues.
Best Help Desk Software!
What do you like best about the product?
HelpScout makes it incredibly easy for our team to collaborate and serve our audience in a timely and professional way. Everything from the intuitive interface to keyboard shortcuts, to speedy support, saved replies, and much more, makes this the perfect platform for our non-profit.
What do you dislike about the product?
We made the switch from FreshDesk to HelpScout three months ago, and we haven't experienced a single downside to the platform.
What problems is the product solving and how is that benefiting you?
We primarily use the platform to respond to customer tickets and inquiries. We've seen a major boost in efficiency and collaboration between departments.
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