Help Scout
Help ScoutReviews from AWS customer
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Fantastic tool to enable effective teams
What do you like best about the product?
The product was designed with a specific workflow in mind, and while that may feel restricting to those who need an immense amount of customization, it "just works" if you buy into the philosophy.
What do you dislike about the product?
I wish there was a better way to view a customer/organization to see the overall health and other parameters that might help understand specific trends in support. There are reports, tags and searches, but they don't give the overview in a way that is smooth and digestible.
What problems is the product solving and how is that benefiting you?
Help Scout has enabled our team to move from prototype to effectively supporting hundreds of users across multiple products. It was so effective that we also shifted our hiring process to move to Help Scout as well.
Wonderful customer support platform with wonderful customer support
What do you like best about the product?
We've been with Help Scout for three years and it's great to see how they've developed during that time. Not only have their products improved, but it's great to see their approach to doing business in a meaningful way come more to the forefront over time. A company whose products match our needs exactly and whose values are those of a company we can be proud to partner with.
What do you dislike about the product?
Nothing at all. Just using up all my required characters here.
What problems is the product solving and how is that benefiting you?
Great customer ticketing system. Great chat. Easily solve tickets across multiple teams.
Help scout enables more effective communication.
What do you like best about the product?
It is a platform that allows you to improve the customer experience and personalize it, it is totally suitable for any company, especially those that have a large number of users. It has tools and functions that allow you to make reports in a better way, establish communication between teams, it also provides an integrated knowledge base and a mobile application for iPhone. Its interface is clean and organized, it is easy to navigate and it does not present any type of problem.
What do you dislike about the product?
Something that is a bit tedious for the development of work in a more fluid way is the complication in the configuration of Outlook with this platform, it would be ideal if they could improve this to increase our productivity and continue to achieve the objectives set, however not it stops being a great platform.
What problems is the product solving and how is that benefiting you?
We use help scout to collectively address all incoming user tickets. We also provide help to qualify emails based on the type of client, keep track of what they send by email through the labels, we keep track of each conversation and without a doubt it has been a great solution for that nothing happens to us for something. We offer phone calls and chats to achieve that direct interaction with customers, however despite having a little inconvenience with email, it is the largest channel we use for customer service and attention. We have a constant work flow and significant time savings that we can focus on other areas or simply increase our performance to the maximum. We are happy with the objectives achieved.
Recommendations to others considering the product:
Help scout is a great tool to provide customer support, you can address the problem and solve it in a more efficient and faster way. It also provides tools and functions that allow you to track sent emails, record each conversation, have chats, make phone calls with customers, among others. provides time savings and work fluency to your entire team. It is easy to use and its interface allows you to navigate without problem thanks to the fact that it is very organized, recommended.
Help Scout is the most human approach to CX
What do you like best about the product?
How can you pick? We don't usually review software on this site, but we liked Help Scout so much that we wanted to share. We have tried a lot of different Help Desk apps, and Help Scout is our favorite by far.
What do you dislike about the product?
They don't have any social media integrations, so you have to roll your own solution for that.
If you want to use Beacon, you need to be using their docs solution, which are a little sterile looking compared to our homegrown documentation.
If you want to use Beacon, you need to be using their docs solution, which are a little sterile looking compared to our homegrown documentation.
What problems is the product solving and how is that benefiting you?
Human interaction is the most important thing about support. Help Scout doesn't bog us down with metrics and KPIs - it lets us have human interactions with our users.
Recommendations to others considering the product:
If your primary concern is human interaction with your users, Help Scout is the closest to the medal you will get (outside of just using email).
Help Scout: simple, yet elegant
What do you like best about the product?
Help Scout makes teamwork a breeze. It's easy for team members to work together and seamlessly pick up where another has left off.
What do you dislike about the product?
Complaining about Help Scout is like complaining that you don't like the color of the car you won in a contest: you still won the car! Anytime I've ever had a complaint about Help Scout, they've fixed it in a future update.
What problems is the product solving and how is that benefiting you?
Rather than have their own individual inboxes, Help Scout provides shared inboxes for each of my employees. If one is sick, out of the office, or otherwise busy, it only takes a moment for another employee to get the full history of a conversation and pick up right where the previous employee left off.
Such easy collaboration is only the beginning. Helpscout is easy to set up and start running and those benefits are immediately apparent. After having used it for years, I can attest to the other strengths of Help Scout:
Teams: set up and manage teams inside of Help Scout. Don't have just one person that can handle a situation, but instead a group? Assign it to all of them at once.
Folders: Quickly organize folders of information or tickets in your inbox
Workflows: Create basic automations that go hand-in-hand with teams and folders. Automatically tag emails based on certain keywords, funnel to the proper teams, create follow-up systems, and more. We've used our workflows extensively to track customer issues so we can stay on top of an issue and check in with the customer after it's complete.
Saved Replies: With just a few clicks, send a well-worded reply to a customer with automatically populated data. Saves enormous amounts of time.
Extensive metrics and reporting: In conjunction with our own internal reporting, Help Scout helped us realize years ago that we were missing high sales times when we needed to have representatives available to help customers.
Docs, Beacon, and More: Help Scout provides a wide arrange of other tools: Docs to help provide data to users, either internally or externally; Beacon to help chat with customers, provided targeted replies, and more; Integrations with other software to improve the flow of information; and so much more.
Such easy collaboration is only the beginning. Helpscout is easy to set up and start running and those benefits are immediately apparent. After having used it for years, I can attest to the other strengths of Help Scout:
Teams: set up and manage teams inside of Help Scout. Don't have just one person that can handle a situation, but instead a group? Assign it to all of them at once.
Folders: Quickly organize folders of information or tickets in your inbox
Workflows: Create basic automations that go hand-in-hand with teams and folders. Automatically tag emails based on certain keywords, funnel to the proper teams, create follow-up systems, and more. We've used our workflows extensively to track customer issues so we can stay on top of an issue and check in with the customer after it's complete.
Saved Replies: With just a few clicks, send a well-worded reply to a customer with automatically populated data. Saves enormous amounts of time.
Extensive metrics and reporting: In conjunction with our own internal reporting, Help Scout helped us realize years ago that we were missing high sales times when we needed to have representatives available to help customers.
Docs, Beacon, and More: Help Scout provides a wide arrange of other tools: Docs to help provide data to users, either internally or externally; Beacon to help chat with customers, provided targeted replies, and more; Integrations with other software to improve the flow of information; and so much more.
Recommendations to others considering the product:
Don't hesitate to contact Help Scout for help at any time - they are an absolutely great bunch and willing to help.
Help Scout has been an invaluable tool for Essentra to manage emails and live chat.
What do you like best about the product?
What I like most about Help Scout is the ease of use. Help Scout is easy to set up and in most cases you can avoid working with your IT team. Help Scout also has a very intuitive interface which makes training your team easy! The Help Scout team got it right!
What do you dislike about the product?
I really haven't found anything I dislike about Help Scout. Help Scout does everything we need it to do and their team has been great when we do have questions.
What problems is the product solving and how is that benefiting you?
Help Scout gives Essentra analytical insight into email management and customer service that we just didn't have before. We're able to measure everything from the number of messages received to how quickly our team is responding to customer requests. Help Scout also allows us to see how well we're supporting our customers with a happiness score. Help Scout gives us the KPI's we need to drive a high performing and hassle free customer service and sales team.
We've been using Helpscout for 5+ years and are huge fans!
What do you like best about the product?
We have a team of 15+ staff providing bookkeeping and financial reporting services.
Helpscout enables multiple staff working on the same client to collaborate and to respond to clients quickly, which ultimately results in a better customer experience.
It also provides management oversight over communication and means that we mitigate the risk of client communication being lost in a staff members' inbox somewhere
Helpscout enables multiple staff working on the same client to collaborate and to respond to clients quickly, which ultimately results in a better customer experience.
It also provides management oversight over communication and means that we mitigate the risk of client communication being lost in a staff members' inbox somewhere
What do you dislike about the product?
We have been happy with the functionality of Helpscout and it meets our needs.
What problems is the product solving and how is that benefiting you?
We are solving the problem of managing client communication and support from a central place.
Awesome, lightweight Help Desk for growing customer-centric businesses
What do you like best about the product?
Help Scout is easy to set up, use, and manage. There are built in features—like Beacon, workflows, custom fields/tags, and reports—that enable you to start building powerful processes for your organization right out of the box. And the content Help Scout puts out is insightful, inspirational, and practical for organizations hoping to build a customer-centric Support organization. Plus (and perhaps unsurprisingly), they have some of the best customer support around!
What do you dislike about the product?
Help Scout is an excellent tool for small and medium businesses. Their tools are powerful enough to manage a high support volume coming from thousands of users, with dozens of team members. But there is a limit to the built-in, easy to use functionality.
As processes become more powerful, the built in features (workflows, custom fields, tags, and reports) might not be functional enough to handle them. Depending on the complexity of your setup, the data you'd like to gather, and the level of automation you'd like to enable on your team, you might quickly find yourself reaching for Help Scout's API to build custom apps and behind-the-scenes workflows. This is fine if you have a developer on your team, but many Support organizations don't.
There may be a time when you 'outgrow' the features Help Scout offers and find yourself reaching for a more powerful (and more expensive) alternative.
As processes become more powerful, the built in features (workflows, custom fields, tags, and reports) might not be functional enough to handle them. Depending on the complexity of your setup, the data you'd like to gather, and the level of automation you'd like to enable on your team, you might quickly find yourself reaching for Help Scout's API to build custom apps and behind-the-scenes workflows. This is fine if you have a developer on your team, but many Support organizations don't.
There may be a time when you 'outgrow' the features Help Scout offers and find yourself reaching for a more powerful (and more expensive) alternative.
What problems is the product solving and how is that benefiting you?
Help Scout enables us to connect with and support many thousands of users, through multiple channels (email, chat). The tool also offers self-service options, which our users love! Their Beacon feature provides access to all of these help options directly in our app, which is an awesome user experience that enables us to meet users where they are and connect with them on their terms.
Help Scout has been wonderful!
What do you like best about the product?
Help Scout's customer service has been fantastic. They've been super responsive, and always willing to help us figure out now ways to improve our workflows.
What do you dislike about the product?
The reporting API connection is not the most user friendly, and exporting data from Help Scout has proven to be more difficult than we'd like.
What problems is the product solving and how is that benefiting you?
We've been able to create work flows to automate where certain contact forms go, who handles them, and ultimately create reporting based on those workflows.
Recommendations to others considering the product:
Reporting is nice from their provided dashboards, but exporting that to your own dashboards and manipulating that data is difficult.
Help Scout Review
What do you like best about the product?
The reporting on customers/users is very helpful in determining how to best service our customers and users.
What do you dislike about the product?
I would like easier options to un-assign tickets when moving emails to a different box.
What problems is the product solving and how is that benefiting you?
Our email management has much improved. The shared platform allows our company to handle emails in a much more organized fashion.
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