Help Scout
Help ScoutReviews from AWS customer
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Easy to use
What do you like best about the product?
I like how easy it is to use I was able to learn the program with in a week.
What do you dislike about the product?
It tends to crash every once in a while
What problems is the product solving and how is that benefiting you?
Oh a ton.
Fast, easy, customizable help desk for teams of any size
What do you like best about the product?
The ease of use, great UI, and Saved Replies feature make HelpScout great and, dare I say it, fun to use.
What do you dislike about the product?
Nothing, I enjoy everything about HelpScout.
What problems is the product solving and how is that benefiting you?
Customer support with efficiency. Our response times were very low because of this product.
Recommendations to others considering the product:
This is the best system that I’ve ever used to effectively and efficiently response to customer needs.
Helpscout Review from 3 years of use
What do you like best about the product?
Ease of use and intuitive UI with room to add more complexity if that is what you want or need. The
What do you dislike about the product?
I don't have very much I dislike about helpscout other than I wish it would intergrate with some of our other systems more.
What problems is the product solving and how is that benefiting you?
IT support and customer service. It is great at tracking tickets and logging notes for teams.
Very user-friendly and easy!
What do you like best about the product?
Really enjoyed using Help Scout in our Customer Support role - very easy to manage multiple emails from the same customer and keep track of issues. The built in reporting was also very helpful to utilize.
What do you dislike about the product?
We rarely used the Chat Feature, so I cannot say I had much experience with that.
What problems is the product solving and how is that benefiting you?
Customer issues, being efficient in solving customers problems and responding to them in a reasonable time have been the most beneficial.
Help Scout is very helpful
What do you like best about the product?
My favorite part of Help Scout is the saved replies. I work in Customer Service and patients call for the same thing so it is very helpful so I don't have to keep typing up the same email.
What do you dislike about the product?
Luckily, I have not found anything that I dislike about Help Scout yet.
What problems is the product solving and how is that benefiting you?
I use Help Scout as a liaison with the patient and doctor's office. Typically I will send a response that I received from the office or will send itemized statements so it's a great way to communicate without having to call patients since we already have a high call volume.
User friendly platform
What do you like best about the product?
I love how simple the layout of the website is. THe layout makes it really easy to navigate and resolve cases in a timely manner.
What do you dislike about the product?
I wouldn't say there is anything I dislike about the interface but sometimes shortcut keys take me places I don't mean to go on the page. Ie. I am in the middle of typing a draft and inadvertently press a key on the keyboard and I end up back in the dashboard. But I'm certain this is user error.
What problems is the product solving and how is that benefiting you?
Customer inquiries and complaints are the biggest thing we resolve in helpscout. The benefits of the system are the fact that it highlights how long cases have been opened and there are stats for resolution times.
Recommendations to others considering the product:
Truly none, the platform is delightful. My advice? Dont wait!
The wonders of Helpscout
What do you like best about the product?
The very easy features of this application.
What do you dislike about the product?
Nothing much now. It took some getting used to from using Outlook, but I wouldn't go back.
What problems is the product solving and how is that benefiting you?
Email reply chains, tags and notes.
Ticketing made easy
What do you like best about the product?
We can have multiple groups responding in and out of emails seamlessly. The reporting is fantastic and makes my job as a leader easier.
What do you dislike about the product?
I would like to see busiest time of day simplified by hour instead of by time of day.
What problems is the product solving and how is that benefiting you?
We can pull careful data on handle times to help staffing. Also, we are able to evenly distributed among different team members for fairness.
Great Experience
What do you like best about the product?
It has made tracking our customer response times so much easier and it’s made coaching/helping our team even better!
What do you dislike about the product?
So far I have not found anything that I dislike
What problems is the product solving and how is that benefiting you?
Customer response times
Great Customer Email Management for Teams!
What do you like best about the product?
Saved Replies, Tagging, Workflows, and the ability to create a makeshift internal wiki of docs and procedures our customer care teams and internal support staff can use to help each other and stay on the same page.
What do you dislike about the product?
None, this is a great program! I have only started using this in the past month and I’m sure the more I get to know it I’ll find some things that need improvement but so far it’s been a great experience and the concept for my team has been working great so far.
What problems is the product solving and how is that benefiting you?
Staying on the same page of knowledge support and internal process flows. This is going to be a great hub for both internal and external information to stay consistent so we are giving our customers the right answers, internally and externally.
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