Help Scout
Help ScoutReviews from AWS customer
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Great experience, simple to use, constantly improving
What do you like best about the product?
How frequently new features are added. Just in the last 12 months there have been 2 or 3 features added that were major wish list items for us.
What do you dislike about the product?
If I had to pick something, I'd say more depth and sortability to the metrics.
What problems is the product solving and how is that benefiting you?
We used the multiple mailboxes to sort our clients from their customers, which has really helped us prioritize. Also getting instant feedback on our support quality.
Recommendations to others considering the product:
Great product, recommend it highly.
Help Scout is Trustworthy, Helpful, Friendly...
What do you like best about the product?
I love being able to separate inboxes as well as assign emails to different employees. It really helps clean up the inbox and helps keep emails from stacking up. The auto responses are incredibly helpful and make responding to emails so much simpler and go by much faster. Being able to connect emails to Shopify and MailChimp is another super important and extremely helpful feature that I'm so, so happy with!
What do you dislike about the product?
I can't think of really anything that I dislike. I think it doesn't always catch spam emails but that really hasn't been an issue and there haven't been too many.
What problems is the product solving and how is that benefiting you?
Being able to sync with our other systems (Shopify and MailChimp) has made it so much easier to pull up customers info and to reply to emails much faster. Seeing how many emails need to be assigned to specific employees helps us see who's covering how many emails, which employees typically cover what kinds of questions, and other patterns like that. I need to look more into the reports tab, I'm sure there's even more I can do, but I'm already really impressed with everything I have been using.
Recommendations to others considering the product:
It takes a little bit of getting used to as far as opening emails and having them not be marked as read- it's super helpful, just something to get used to. It really is very easy to use, it's easy to train people on, and it's great for connecting to other software/websites for your business.
Useful in dealing with a constant flow of support tickets
What do you like best about the product?
We enjoy having a mailbox for each of our account managers and the ability to move messages from mailbox to mailbox in just 2 clicks. Plus, it is a simple and intuitive tool to use and all the built-in features appear pertinent for any average user.
What do you dislike about the product?
The built-in search engine is sometimes tricky to use if you want to make sure to get all the concerned results. Moreover, I'd like to have a little bit more flexibility from the analytics even though it is pretty decent as it is right now.
What problems is the product solving and how is that benefiting you?
We are using it as our support ticket tool and feel that we are getting great value because it allows our support team to work more effectively and reply to our customer quicker.
Recommendations to others considering the product:
Give it a try, your team will benefit from easy collaboration and improved productivity with regard to support.
Great answering service, and easy to use!
What do you like best about the product?
They have a lot of shortcuts, and mechanisms that allow you and your team to answer emails fast and efficiently. It''s also HIPAA compliant (why we switche to HelpScout!) The super funny Easter eggs that pop-up when you clear an inbox are genius! They're very creative!
What do you dislike about the product?
When it goes down, it really affects our day- it's gone down about 5 times now within the past year, the longest was maybe 15 minutes, but we get over 1,000 emails a day, so time is of the essence.
On a random note, I made the gingerbread cookie recipe that HelpScout provided during the holiday season, and the recipe was not good at all! I'm guessing they weren't able to make the cookies themselves..random, sorry.
On a random note, I made the gingerbread cookie recipe that HelpScout provided during the holiday season, and the recipe was not good at all! I'm guessing they weren't able to make the cookies themselves..random, sorry.
What problems is the product solving and how is that benefiting you?
Helping our members and providers with general troubleshooting and billing issues.
We're able to communicate easily as a team, and work effectively to answer all emails sent to us.
We're able to communicate easily as a team, and work effectively to answer all emails sent to us.
Recommendations to others considering the product:
Get to know all of the features and shortcuts! It's super fun once you know what keys do what! It's magical!
Very responsive, strong branding, easy to understand platform
What do you like best about the product?
They have incredible help docs, really fun interactive branding, their search function is great, their blog is also pretty fun
What do you dislike about the product?
Not much honestly, sometimes when you are managing lots of different e-mail addresses in the platform it can be confusing, but that's partially the user's fault.
What problems is the product solving and how is that benefiting you?
Great way to manage customer e-mails and track key metrics
Recommendations to others considering the product:
I'm my experience this is a perfect software for managing customer e-mails for start-ups
Really helpful tool!
What do you like best about the product?
There is a lot of functionality here--you can triage really easily, track all notes, all history on the emails and see all history with that same client at a glance. You can also see how each staff member is faring each day or month to track progress during the day.
What do you dislike about the product?
It's very easy to lose drafts if you type too quickly and the auto-save doesn't always jump in in time.
What problems is the product solving and how is that benefiting you?
We use Helpscout to triage all incoming CS emails and communicate with all of our clients.
Best CS email ever!
What do you like best about the product?
I love the saved replies feature. It saves so much time and makes it easy to train other people to use it. I love when you empty the inbox and a cute graphic shows on the screen. I like how you can track everything.
What do you dislike about the product?
I honestly cannot think of anything I don't like about this software.
What problems is the product solving and how is that benefiting you?
We answer hundreds of our customers questions quickly and easily because of Helpscout. The benefits are communicating with our customers in an efficient way.
Recommendations to others considering the product:
Use it. It will help you and your business in so many ways.
Help desk made simple
What do you like best about the product?
The thing I love most about Help Scout is the ability to keep everything organized and in one central location. It works like an email and allows me to collaborate with my team. Super simple and super effective.
What do you dislike about the product?
Whenever you complete a task, if you didn't copy the email address down, when you hit complete it will go away. So then you will have to go to your sent folder.
What problems is the product solving and how is that benefiting you?
Replying to emails from customers
Recommendations to others considering the product:
If you need a simple help desk platform, use Help Scout
Easy and versatile.
What do you like best about the product?
The simplicity of the inbox is straight forward and maximizes support volume.
What do you dislike about the product?
Sometimes can lag behind but nothing that stops the workflow
What problems is the product solving and how is that benefiting you?
We handle all of our Customer emails through Help Scout and it allows us to be as fast as possible
Great Help Portal for Small Business
What do you like best about the product?
The email is very fast, my clients information gets in so I always know who is contacting me and sometimes even a picture appears so it feels more personal when I'm replying to an ticket. Being able to reply quickly and report spam as needed. I'm able to paste in articles from my Docs very easily to my tickets so I don't need to repeat myself to my clients.
What do you dislike about the product?
The Docs section is very limited on the free version and I wish it could be opened up more. I understand having only 30 articles allowed, but multiple categories should be something allowed. Also wish better spam targeting was on the ticket system. I find myself having to manually report items as spam and this gets very time consuming.
What problems is the product solving and how is that benefiting you?
I was looking for a better service to allow clients to ask us questions and get ahold of us with information for our business. Help Scout solved that the best and now we are able to reply fast to our email requests and answer questions quickly with Docs. Now the information that we receive can get to our staff faster.
Recommendations to others considering the product:
I recommend Help Scout to everyone, it is easy to use and not expensive. The features are amazing. The Docs site creates a FAQ page for your business and the ticketing system has everything you need to answer your customers questions.
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