Help Scout
Help ScoutReviews from AWS customer
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Great email program for efficiency and simplicity
What do you like best about the product?
Ease of collaboration between users and teams. Additional products are lightweight like Beacon and Messages add value and marketing onto the email platform. Easy to use as a CRM for a smaller company.
What do you dislike about the product?
Spam filters do not always catch repeated spammers. Filters could use improvement - it can be hard to find information if you do not know exactly who you are looking for.
What problems is the product solving and how is that benefiting you?
We have fixed the siloing in our remote environment to include everyone on the same page. We also have our CS calls and chats managed in HelpScout so we can always have a quick pulse on our metrics and coverage needs.
Recommendations to others considering the product:
Help Scout has been wonderful to grow along with, eases transparency between teams, and keeps customer information neatly ordered.
The best ticket and knowledgebase system
What do you like best about the product?
It is easy and it has all the tools you need. It is easy to go from one mailbox to another, to switch tickets between colleagues, add notes on tickets etc. All in all is it just a very intuitive and easy system to work with.
What do you dislike about the product?
I don't dislike anything, but there could be some more customization options for the knowledgebase.
What problems is the product solving and how is that benefiting you?
We are answering tickets a lot faster and are better at keeping track of support cases.
Recommendations to others considering the product:
I can definitely recommend using Help Scout since it is easy and have everything you need in a ticket system.
Help scout is an effective tool for inbound customer support inquiries
What do you like best about the product?
As a sales person, I am able to access HelpScout to see how my prospects have engaged with my brand in the past. Im able to see what issues they've had, and whether or not they've been resolved.
What do you dislike about the product?
The only downside I can see is that I am not notified directly when a target account of mine interacts with customer support through HelpScout, but I am not certain this is the fault of HelpScout, could be my own CRM
What problems is the product solving and how is that benefiting you?
Again, I am able to better engage with my target prospects by seeing what issues they may have had in the past.
Easy to use, simple to follow
What do you like best about the product?
Help Scout has been incredibly easy to use for me so far. I have had no issues finding what I need inside the tool. The way it is threaded makes it very easy to follow the conversation and allow you to feel up to speed. Having the ability to share the links with colleagues has made my life much easier when it comes to collaborating on a project.
What do you dislike about the product?
I have not run into anything that I dislike as of now. The user interface is great, and the ease of use is very nice as well.
What problems is the product solving and how is that benefiting you?
Help Scout has made it very easy to follow conversations of current prospects and customers with our customer support team. If we did not have the tool, we have had to depend on email or our internal messaging system to gather the correct information.
Simple and intuitive helpdesk with great support team
What do you like best about the product?
Simple and easy to use, intuitive and gets the job done. Everything within the software is pretty straight forward.
What do you dislike about the product?
- Some of the reporting presets (like Year to Date preset)
- Internal users' replies are logged as Notes not Replies
- Internal users' replies are logged as Notes not Replies
What problems is the product solving and how is that benefiting you?
We are using Help Scout for our support email domain. It serves as our Help desk. We only do email support so we are not fully utilising Help Scout with its knowledge base and live chat features but we are thinking about it.
Recommendations to others considering the product:
If you need a neat, simple, easy to use and affordable helpdesk software, HelpScout is the way to go.
Their support is amazing, even if they can't fix something they'll always respond in quite a quick manner.
Their support is amazing, even if they can't fix something they'll always respond in quite a quick manner.
Great product and customer care
What do you like best about the product?
Except the product itself, their customer support is amazing, meeting and exceeding expectations. They use their own product in creative ways, and don't mind sharing the knowledge.
What do you dislike about the product?
Of course there could always be small improvements to any product, but I really can't think of anything major.
What problems is the product solving and how is that benefiting you?
Create a unified view for all incoming communication. We can keep our customers happy, in an efficient way.
Recommendations to others considering the product:
If you're looking for a modern help center application with communication, knowledge base many integrations and great support, you should definitely check out HelpScout.
A Glorified Gmail Help Desk ... Nothing more
What do you like best about the product?
I am being forced to give HS a 1 for recommending or my review will not go through. It's a 0 truly.
We moved from Google Mail to Help Scout, so as a result upon first using it -- it was amazing. The basic features of being able to see if someone else is on a ticket, ability to assign. It's a wonderful glorified gmail. At the end of the day, the CS team can answer emails and get the queue down to zero.
We moved from Google Mail to Help Scout, so as a result upon first using it -- it was amazing. The basic features of being able to see if someone else is on a ticket, ability to assign. It's a wonderful glorified gmail. At the end of the day, the CS team can answer emails and get the queue down to zero.
What do you dislike about the product?
Where to begin ... The system is slow. The volume of emails we deal with (which is not great by standards of comparison to other SaaS companies) is to high for the infrastructure of HS servers. As told to us by their CS team. The workflow mechanisms do not functional accurated 25% of the time. Tags ... don't get me started. You have tags but but anyone can easily remove or create new ones.
Permissions levels for team members ... yes, there are some. But why have them everyone can either do it all or do nothing. No logging either on who changes what.
Oh ... and their support. Having known two of the top mgmt level people in this company for their support department, it's no wonder. The people themselves in support (on the front lines) are kind and really try. But their processes and policies ... don't expect a human answer because you are 99% of the time going to receive a can response. And if you dare to say you are frustrated, or angry, prepare for your email to go unanswered.
Their reports -- 0% accuracy. Anyone that really digs into them will find a number of instances of double counting. And while we can ignore the reports (as we had to build our own reporting system) their constant promise that a Help Center Doc report is coming ... more lies. You can ask your visitors to rate your Help Center articles but you can never see a report on those ratings. They live in HS's database never to be seen but always to be promised that one day (if you are lucky) a report will come.
Permissions levels for team members ... yes, there are some. But why have them everyone can either do it all or do nothing. No logging either on who changes what.
Oh ... and their support. Having known two of the top mgmt level people in this company for their support department, it's no wonder. The people themselves in support (on the front lines) are kind and really try. But their processes and policies ... don't expect a human answer because you are 99% of the time going to receive a can response. And if you dare to say you are frustrated, or angry, prepare for your email to go unanswered.
Their reports -- 0% accuracy. Anyone that really digs into them will find a number of instances of double counting. And while we can ignore the reports (as we had to build our own reporting system) their constant promise that a Help Center Doc report is coming ... more lies. You can ask your visitors to rate your Help Center articles but you can never see a report on those ratings. They live in HS's database never to be seen but always to be promised that one day (if you are lucky) a report will come.
What problems is the product solving and how is that benefiting you?
The reason we moved to HS was due to a hire into a senior management role. There were other help desk software's being looked at but this new hire had experience and "relationships" with HS. Never choose any software based on this.
Recommendations to others considering the product:
I would not be taken in by their wonderful blog articles and/or low pricing. While we can at the end of the day support our customer base using this software, trying to follow KPI's for higher standards, receive accurate reports and count on support is very frustrating. We are looking for another software.
User Friendly
What do you like best about the product?
I manage a customer service call center. The features Help Scout offers allows our team to process our customer's requests quickly and efficiently through email and chat. It allows me to oversee team members workload and progress. Some of the features we have found to be invaluable are the saved replies, knowledgebase (Docs) custom fields, and tags. When I run into a one-off, for example, I needed to block an individual. I emailed support, and then dug into the website. I was able to find the necessary steps through the setting control. That's user-friendly! I following morning there was an email from support with step by step directions. Their quick response was appreciated, but being able to find the information myself allowed the team to do what they do best without interruption.
What do you dislike about the product?
I would like to give some constructive feedback. The only thing I can come up with is adding more custom fields.
What problems is the product solving and how is that benefiting you?
I believe this is answered in "What do you like best".
Simple, easy and to the point product!
What do you like best about the product?
The ease of what the product does. it's very straight forward. it does exactly what i want it to. simplicity is key for me with HS. I love how the chat and email communications are not the same as on other products, We like to distinguish a difference between the 2 forms of communication.
What do you dislike about the product?
There are limited changes and updated. I feel that there are certain features that could be implemented to make it the best product out there. It sometimes appears as if there are hardly any new updates coming from a development standpoint.
What problems is the product solving and how is that benefiting you?
not being able to mark a chat with a csat and having to email the customer separately is an unnecessary step in the flow. Providing more options for chat in general as it seems to be limited. Better report analytics would be great too.
The most user friendly customer success solution with an equally great support team.
What do you like best about the product?
Very user friendly
Simple interface
Always adding new features
And great support team
I always got timely, to the point and actionable support - most importantly in the first replyz
Simple interface
Always adding new features
And great support team
I always got timely, to the point and actionable support - most importantly in the first replyz
What do you dislike about the product?
The improvement can be having contacts taggable, with custom fields. But tagging the tickets is a solution they have.
What problems is the product solving and how is that benefiting you?
Sales and customer support.
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