Help Scout
Help ScoutReviews from AWS customer
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Simple to Use Email Ticketing
What do you like best about the product?
I like the happiness report and the ability to send easy review opportunities to clients
What do you dislike about the product?
I would like more integration abilities.
What problems is the product solving and how is that benefiting you?
Full team visibility into emails coming into the system. No more hoping communication is happening in personal email boxes.
It's good and handy
What do you like best about the product?
It is helpful for us and handy to use even if we are working on our phones.
Like the simplicity and the features that they have.
Like the simplicity and the features that they have.
What do you dislike about the product?
There is nothing as such for now, all the things are useful for us.
What problems is the product solving and how is that benefiting you?
This helps us to resolve the cases and keep an update of them in an easy manner and also helping in the help documentation of our service.
Recommendations to others considering the product:
You can use this if you wish to handle the client requests in a proper manner.
Best Customer Service Software around for high volume business
What do you like best about the product?
Helpscout is great for many reasons:
+You can see how many customers need help at a glance.
With the inboxes on the side bar you can see how many customers have not received a response, how many need to have an additional response, closed tickets, and your personal inbox of customers you have served.
+if you are going to be out of the office you can send your incoming tickets to the queue.
This will send any tickets you have responded to back to the main inbox while you are away.
+notes and sending to other people.
Being able to add notes and assign the ticket to other people in your organization makes life easy and customers happy for quick responses.
+You can see how many customers need help at a glance.
With the inboxes on the side bar you can see how many customers have not received a response, how many need to have an additional response, closed tickets, and your personal inbox of customers you have served.
+if you are going to be out of the office you can send your incoming tickets to the queue.
This will send any tickets you have responded to back to the main inbox while you are away.
+notes and sending to other people.
Being able to add notes and assign the ticket to other people in your organization makes life easy and customers happy for quick responses.
What do you dislike about the product?
The only thing I have found to be an inconvenience with HelpScout is when you have written a note to another party, assigned it, and the customer writes back. When they write back it takes the note out of the assigned inbox and back to the person who sent it over. It would be better if there was a note in the corner placing it in both inboxes and if one of the 2 people respond it leaves both inboxes.
What problems is the product solving and how is that benefiting you?
Response times are a huge thing in this day and age. The ability to quickly see what needs to be done so that your team can knock it out quickly is the reason we use HelpScout.
Decent system, not always logical
What do you like best about the product?
Tagging emails is great so you can see where you're going and what needs done and when. The more feature is similarly useful, especially with multiple users.
What do you dislike about the product?
Assigning emails gets tricky as well as trying to upload documents or premenant links. Unable to attatch videos directly
What problems is the product solving and how is that benefiting you?
Able to check off emails once they're done.
managing emails and helping customers
What do you like best about the product?
I like that it orders based on when we recieved the message regardless of our response, so we can see what still is not getting resolved in a timely way
What do you dislike about the product?
I have no qualms, I enjoy using it and think its an easy way to keep track of emails
What problems is the product solving and how is that benefiting you?
helping customers understand our product, helping take actions on thier accounts, funding and info
Great
What do you like best about the product?
It helps me with sorting all of my business emails.
What do you dislike about the product?
There is nothing I dislike, it is a big help.
What problems is the product solving and how is that benefiting you?
It keeps everything together.
Good for managing customer cases
What do you like best about the product?
Searching for cases is very easy (use user name or company).
What do you dislike about the product?
Sometimes, full email threads do not come through.
What problems is the product solving and how is that benefiting you?
Managing customer service and serving the needs of users who are both handling and monitoring cases.
Avoid
What do you like best about the product?
The way emails were stored as conversations, the searching of mails was fairly easy.
What do you dislike about the product?
Purchased a lifeteime deal from app sumo $75 per quarter, this was changed recently to $60 per month. So price was $300 a year now is $720 a year. Do not sell that which you are not prepared to honor.
What problems is the product solving and how is that benefiting you?
None closed down and moved to "lifetime free" account with another provider and also get more features
Recommendations to others considering the product:
Avoid unless you want to get comfortable, to only see the price shoot up.
Help Scout Review
What do you like best about the product?
I love that you can make internal notes on an email and make an actual ticket instead of an email. That is helpful when we work in Team boxes. Getting to communicate internally through notes and "mentions" makes it easier and more efficient to eliminate sending a separate email from another Dept. I also love their little pictures and messages of encouragement after you've "emptied" a box!
What do you dislike about the product?
I don't like that the statuses automatically default to CLOSED. Because if you're not paying attention, you may forget to change the status. I also didn't like that you couldn't email a HelpScout box from a HelpScout box, but they have recently remedied that issue.
What problems is the product solving and how is that benefiting you?
We use HelpScout as a ticketing system for providing customer service in many facets. It saves time when able to add notes and share things from Dept to Dept without having to create a whole new email thread/chain. Everything is all linked in one chain too. Also the ability to "merge" email threads together if they're about the same topic is very beneficial as well. Being able to change/edit "customers" is nice feature too.
Recommendations to others considering the product:
It is a little different from a standard email platform (i.e. gmail) but it is very easy to learn and once you know it's features, you can really do a lot with ease. I don't run them a lot, but I do like the features of the data and analysis parts too. I use it in a team/group setting with multiple depts having their own Helpscout boxes, and it's very interesting to see how many emails/tickets are sent/generated, received, average response time, etc. It's just nice to be able to have that data to also decide if more people are needed for a specific task or less people needed to focus efforts in other places.
Helpful
What do you like best about the product?
I like the email organization features
What do you dislike about the product?
Search feature in emails, sometimes the keyword doesn’t really show up, kind of have to manually look for an email
What problems is the product solving and how is that benefiting you?
Email management
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