Help Scout
Help ScoutReviews from AWS customer
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So easy
What do you like best about the product?
User friendly, accessible on mobile, app is easy to use
What do you dislike about the product?
Can’t forward emails through the mobile app
What problems is the product solving and how is that benefiting you?
Customer service email queue
HelpScout for Knowledge Base
What do you like best about the product?
One of the best things about HelpScout is how easily it makes it to create content and manage content. It also provides users with ample integration options. We were able to use a third party to embed our HelpScout knowledge base (articles) directly within our application for ease of access.
What do you dislike about the product?
HelpScout's formatting tools in their articles are unreliable. There are times when formatting does not save correctly and items that have been bolded or italicized do not save as such.
What problems is the product solving and how is that benefiting you?
We use HelpScout for 2 things: Case Management and Help Articles. HelpScout is very useful on the Articles front, but we haven't utilized the Case Management tools to the best of our abilities.
Clean and clear
What do you like best about the product?
Helpscout keeps everything fresh, simple and clear. Easy to use and track customer service issues.
What do you dislike about the product?
I do not dislike anything at this time.
What problems is the product solving and how is that benefiting you?
Customer Service issues.
G2 crowd
What do you like best about the product?
and maintain all aspects of hospital operation both on-premise and remotely.
What do you dislike about the product?
Its too expensove and roght now i think need more competition to reduce thr price
What problems is the product solving and how is that benefiting you?
reduce the frequency of dangerous errors that are made due to miscommunication and ensure patients are on the right track
Innovative app
What do you like best about the product?
Colleagues are some of the best around, innovation level runs high and the desire to truly do right by our customers and help them do right by theirs is palpable in everything we do.
What do you dislike about the product?
None. I can honestly say that I am unable to think of something legitimate to complain about! And that is twenty-three words.
What problems is the product solving and how is that benefiting you?
Keep listening, keep responding. As we do continue to grow, as all companies do, hold on to this transparency, openness; the willingness to take risks, fail, learn, and never compromise this amazing culture you've built!
Loved it
What do you like best about the product?
Help Scout is a very user friendly and organized tool.
What do you dislike about the product?
Not the most efficient for tracking metrics
What problems is the product solving and how is that benefiting you?
We have stopped using but we're previously using for internal task and customer communication through email
Recommendations to others considering the product:
Great tool, easy to use.
Help Scout
What do you like best about the product?
I like that HelpScout organized and filtered messages from the variety of clients we had. It helped to keep track of who was communicating with who.
What do you dislike about the product?
I disliked the flow of the email threads. At times it was confusing trying to tell where the conservation started.
What problems is the product solving and how is that benefiting you?
We were communicating with clients that needed attention right away.
Help Scout has may great features
What do you like best about the product?
I love the saved replies as well as the workflows. These two options make responding to tickets/emails very easy and consistent. I do like the ability to assign someone else a task or ticket as well. However, these options are also include in most if not all other similar programs.
What do you dislike about the product?
I think the design is something I had to get used to. It may have just been something I was not used to as we were testing multiple options for a help desk system. Another thing that has been a headache is using the workflows and making sure that specific tickets/emails are closed. I have noticed that without closing these, the workflow may automate a task that doesn't need to be automated. It is definitely something the user has to do, but makes it tedious to work with.
What problems is the product solving and how is that benefiting you?
We have solved all ticketing issues. Before we were using only Outlook and chat options to take care of most tasks. We really needed a complete system. We have realized that there are far more things we can do with this type of product. It has increased our productivity in the short time we have used it.
Recommendations to others considering the product:
I would recommend making workflows a little bit easier to work with. Like stated before, I feel that this should make things easier and more automated. However, some tasks have had us paying more attention to details we weren't expecting to watch.
HelpScout Review
What do you like best about the product?
I like the help center feature of HelpScout. My computer uses this for our Support Help Center, and many of our customers visit this page for assistance. I love the ability to format the support page to our liking (our branding engineer did the whole design, and we were able to apply it to HelpScout's content). We use HelpScout so much for adding new articles, having other employees edit articles by logging into the system, and receiving feedback on the articles.
What do you dislike about the product?
One of the elements of HelpScout that I think could be improved, is when you are sending a message, the custom fields appear below the message that you are typing. We use a lot of fields to categorize our tickets, so with all of the fields below a reply, we cannot see the user's original message to us. I wish that the fields were moveable so that we could see the user's original response, and reply directly to that. Instead, we have to scroll down to read their message, scroll up to type our response, and repeat as necessary, which really interrupts the workflow of ticket response.
What problems is the product solving and how is that benefiting you?
We use HelpScout for ticketing and for our Help Center. We have realized that HelpScout can help well with both, and for a fairly reasonable price in comparison to other systems.
Recommendations to others considering the product:
If you are thinking about Help Scout for your company, definitely keep in mind that they are continually working to improve their product, which is great. Even if it does not do everything you need it to right now, they continually work with customers to get the features they need.
Less expensive option for customer ticketing system
What do you like best about the product?
I like that the price is affordable - I really don't think you'll find a better bang for your buck. Also, the support team is very friendly and accommodating.
What do you dislike about the product?
The live chat feature isn't live yet. The workflows/actions aren't built into the saved responses. You can't initiate a manual workflow on a new ticket (I have no idea why that's even a thing.) No way to simply bulk upload your existing client database. No triggers to pop up your chat based on your customer's onpage actions. Many features are "in the pipeline" but not necessarily road-mapped as of yet. Doesn't have the feature that Zendesk chat does where it shows you all your clients who are online, where they are from and other useful data.
What problems is the product solving and how is that benefiting you?
Organizing all client interactions into one place.
Recommendations to others considering the product:
Consider which features are most important to you before deciding on a ticketing system.
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