Help Scout
Help ScoutReviews from AWS customer
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Clear interface, multi-featured, good API, and unparalleled amazing support
What do you like best about the product?
The customer support is over-the-top, amazing, above-and-beyond helpful. These are not clichés, they should be taken literally. Turing's Craft has used HelpScout for years, but now we are transitioning from a for-profit company with a fee-based service to a non-profit that will be funded by grants. Until we get the grants, we had to drop the HelpScout service-- and even though we were dropping them, they gave us tremendous help in ways that they were totally not obliged to do. So that is a real measure, don't you think? Going out of your way to help a customer that is leaving. And this has been consistent with their approach through the many years we've used them. OK that's the customer support-- the rest is all good but you can see that through their demos and trials.
What do you dislike about the product?
Absolutely nothing, that is there is nothing that I dislike about their service. Sorry. I should be able to think of something. But I can't.
What problems is the product solving and how is that benefiting you?
Any and all support requests went through HelpScout. The API allowed logged-in customers to seek help and along with their words we would get all sorts of details their account, their usage and their situation which made resolution of problems very quick. And of course they could fill in a help-form outside our app. Everything was smooth, the interface made it easy to categorize and classify requests and manage who in the company would field them.
Very simple & user friendly communication tool
What do you like best about the product?
I like that it's very simple to use. Nothing too complicated. Like what you need is what you'll get. Some customer support communication tools/software have a lot of features that we rarely use in our day to day job. And most of them, are just all over the interface which can be too overwhelming for new users. But Help Scout is not one of these tools. It's just very easy to the eyes and not too overwhelming. You just see your inbox - and the different email categories (unassigned, mine, drafts, etc.). The design is so simple and clean.
What do you dislike about the product?
Nothing. I just love how very straightforward it is and just serve its very purpose.
What problems is the product solving and how is that benefiting you?
The ease of use. I believe that in my profession as a support specialist, it's a big help that the tools we use to communicate with our customers are very easy to understand and use. It shouldn't be too complicated and should be true to its purpose. Since Help Scout is very easy to use and the design is very clean, straightforward and very functional, it really helped me to do my day to day tasks with ease.
Easy tracking of multiple tickets
What do you like best about the product?
Live chat option reduces the client query TAT
What do you dislike about the product?
Cannot download CSV file after filtering the emails with tags
What problems is the product solving and how is that benefiting you?
Helps in managing all tickets in a streamlined manner.
Can view the analytics of monthly chats/emails/calls done.
Smooth coordination between team.
Can view the analytics of monthly chats/emails/calls done.
Smooth coordination between team.
EASY MANAGEMENT
What do you like best about the product?
It is great for content management and allows you check performance of your content with audience
What do you dislike about the product?
It would be great if it automatically prompts customers to review the article when they are about to close it without them having to scroll to the bottom
What problems is the product solving and how is that benefiting you?
Helpscout helps us to have a content management system for the users as well as effectively manage our customer representatives.
Help Scout is useful to everyone for easy access of work
What do you like best about the product?
Friendly user and everyone easily uderstand about the app
What do you dislike about the product?
Nothing and there is only minor thing and those are not important
What problems is the product solving and how is that benefiting you?
All the mails are visible in helpscout and there is sub folders in mailbox
My team and I LOVE Help Scout
What do you like best about the product?
We mostly like how we can be effective handling customer queries collaboratively as a team with the shared inbox. Also like the 'tags' feature.
What do you dislike about the product?
Actually, no downsides - Help Scout is fantastic for our CS team.
What problems is the product solving and how is that benefiting you?
Help desk management:
tracking emails & replies.
Tagging system.
Love the workflows to automate everything.
tracking emails & replies.
Tagging system.
Love the workflows to automate everything.
Saved replies crippled
What do you like best about the product?
I liked and appreciated the ease of use of saved replies in my daily workflow easily including saved images, for over 5 years
What do you dislike about the product?
The crippling of saved replies, now when you save a reply, all images are stripped from the reply, now you must create a new process for creating a saved reply adding more work to what was a simple process.
What problems is the product solving and how is that benefiting you?
Crippling the saved replies section of the application has ruined a very useful prooduct.
Great email management tool for your company
What do you like best about the product?
Smooth UI/UX, ability to set up automatic and manual workflows
What do you dislike about the product?
Can get buggy at times, reports may have caching issues
What problems is the product solving and how is that benefiting you?
Helps us track emails that come to our support inbox which means that we do not have to use our default email suite and instead can track and collaborate on HS. Business has certainly been impacted positively.
Best way to provide support
What do you like best about the product?
Helpscout is the primary platform we use for our clients, most of our clients need knowledgebase for their businesses, also the live chat support. So, we set up a Knowledge base using Helpscout for them, and also enable the live chat option. The main use case is to provide self service support to the users without asking support person, and it is working great so far.
What do you dislike about the product?
There is only one knowledgebase template/design is available, it will be great if we have different templates to choose from, also the interface of the platform, mainly the inbox UI can be improved a lot for better experience.
What problems is the product solving and how is that benefiting you?
We use Helpscout to set up knowledge bases for our client's businesses and provide them with a live chat and self-service support widget. But it is only possible to create one knowledgebase per subscription, the Helpscout team can consider enabling multiple knowledge bases per workspace, so we don't need to have multiple subscriptions.
Easy to to escalate and collaborate
What do you like best about the product?
I love how easy it is to collaborate with different departments. We can escalate tickets from support to tech and to account managers very easily no noone loses visibility on the ticket.
What do you dislike about the product?
I realized that the previous conversation on the right side isn't always accurate and just shows random conversations sometimes not linked to the customer. but overall, I love HS
What problems is the product solving and how is that benefiting you?
when customers right in to me (their account manager) I am able to easily escalate to customer support, tech team or our solutions engineer to help and follow up with the ticket.
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