Help Scout
Help ScoutReviews from AWS customer
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Pretty Good
What do you like best about the product?
Easy communication between our support team and our clients. No issues with organizing responses.
What do you dislike about the product?
We have a consistent issue with FreshDesk where attachments do not get included from clients or from our staff, which means we have some extra back and forth.
What problems is the product solving and how is that benefiting you?
We have used other help software in the past for our support team, and this has been a very easy transition. Everyone on our team likes it better than other support platforms we have used before.
Easy to use and wonderful support team
What do you like best about the product?
We chose Help Scout after researching a few other products: GrooveHQ and Zendesk. The ease of use, reporting options, price, and customer support provided during the trial period won us over.
What do you dislike about the product?
While their workflows are easy to use and provide a lot of functionality, there are a few functions that I feel are missing. Nothing that was a deal breaker, only nice to haves to reduce some manual work and improve notifications.
What problems is the product solving and how is that benefiting you?
Providing email support to our large user base, tracking metrics for support volume and quality, external and internal knowledge bases.
Excellent Tool to Share the Load
What do you like best about the product?
There are many features I like but I think being able to see when someone is already reading an email or replying to an email helps us from doubling efforts.
What do you dislike about the product?
Our company works out of several Help Scout boxes, for a very long time we were unable to CC multiple Helpscout boxes you could only send an email to one box at time. This was recently fixed, which was awesome!
What problems is the product solving and how is that benefiting you?
We handle all of our communication through Help Scout. It's an excellent collaborative tool. We have up to 10+ working out of a box at a time. We can jump in and out of various email boxes in order to assist other departments when the workload becomes lopsided.
Great Starter Customer Support Portal
What do you like best about the product?
HelpScout has a great UI. The ticket viewing and their Dashboard is self-navigating. Ticket statuses are common across different platforms but the Escalation process is very transparent in HelpScout
What do you dislike about the product?
Reporting. I tried to generate a few reports in the past and failed utterly. Unsure if the reporting has improved now with HelpScout
What problems is the product solving and how is that benefiting you?
HelpScout was the only Customer facing portal we had at Plivo Inc. We addressed all incoming customer queries which were a combination of Technical and Product knowledge.
Help Scout, New CRM
What do you like best about the product?
I like that it is Consumer "centric", feedback ability is awesome after every response, we can identify issues if we get a bad review
What do you dislike about the product?
I don't like that it auto-opens a case once you are done with a previous, allow me to choose which case I want to work on next rather than opening another from the queue
What problems is the product solving and how is that benefiting you?
customer support related issues for a tech co, benefits are getting good or bad feedback from email response, we can better identify the customer's needs
Automatons make things easier
What do you like best about the product?
This app is very good for team collaboration for help desk support. It is easy to sort incoming tickets from different departments and the automatic actions help filter tickets where they need to go. Aside from that the automatic and canned replies make it easy to get information out fast to the user so that they experience minimal downtime.
What do you dislike about the product?
Some of the statistics are confusing and don't provide the information I would like to see at a moments notice
What problems is the product solving and how is that benefiting you?
Getting Tickets resolved quickly with team collaboration.
It works... I guess
What do you like best about the product?
The GUI is very simple to use and SSO is nice. This isn't a bad tool for very small IT departments and it's a great way for someone new to IT to learn how to ticket. I will have to applaud them on a decent mobile app.
What do you dislike about the product?
There is a noticeable lack of power. Out of all the ticketing services I've used, I liked this the least. Reassigning tickets seemed to be much more cumbersome than needed.
What problems is the product solving and how is that benefiting you?
If you need a ticketing system to track work, this will be fine. If you need something more, I'd look into Zendesk
Recommendations to others considering the product:
I'd probably look into Zendesk first
A lightweight tool to support customers
What do you like best about the product?
I've used help scout to completely overhaul a customer support traffic. It increased our educational video usage and decreased support tickets. The interface is easy to navigate and is intuitive. As someone customer-facing, having all of my customer details in front of me is very important, and I value how well Help Scout does with pulling in contact info, pictures, and info about the person I'm helping.
What do you dislike about the product?
We were not utilizing everything Help Scout has to offer, so I'm sure my qualms are addressed, but I wish there were more flexibility with dashboard configurability. I like the reports, but I'd like more dashboard to easily glance at. One thing that is a bit frustrating sometimes is when you're writing a reply to someone and they send you another email, it isn't clear. It would be helpful to get a notification that says a customer responded in again.
What problems is the product solving and how is that benefiting you?
As stated above, Help Scout was incredibly helpful to a growing support team. Training new employees on Help Scout took less than a couple hours and we continued to decrease our customer support ticker volume.
Recommendations to others considering the product:
Really spend time on setting it up. I feel we rushed to get it up and running and may have missed vital settings and configuration options. We got everything integrated and set up for our customers (support site, chat, email aliases) eventually but I wish we payed more attention in the beginning.
Great, thoughtful features
What do you like best about the product?
Ability to divide my department up by duty, and have tasks automatically assigned based on the inbox they come into while giving all employees access to multiple inboxes.
What do you dislike about the product?
I wish you could change the recipient of a conversation response, such as when another department has forwarded an email that was sent to the wrong inbox.
What problems is the product solving and how is that benefiting you?
We don't lose track of customer/partner issues anymore. Easier reporting of ticket resolutions.
Recommendations to others considering the product:
Consider how necessary live chat really is.
HelpScout helps out!
What do you like best about the product?
Shared inbox for client support that allows for both individual assignment and group approaches.Cute messages for a clean inbox and helpful tools for annotation and marking issue status.
What do you dislike about the product?
System doesn't retrieve forwarded content. Have to go into outlook for this information. Also, there is no personal stat readout.
What problems is the product solving and how is that benefiting you?
Client support and general inbox. Its streamlined our communuications and automated responses have spend up our reply time.
Recommendations to others considering the product:
Keep a personal outlook account and move your team to helpscout.
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