Help Scout
Help ScoutReviews from AWS customer
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Lightweight, smart and easy to use
What do you like best about the product?
- User experience is awesome. Seems like everything is easy to do.
- Support is great. Quick and helpful (most of the times)
- Usage is easy, intuitive and fast
- Reports are basic but at least that's all that we need
- Shortcuts are useful and well thought.
- Support is great. Quick and helpful (most of the times)
- Usage is easy, intuitive and fast
- Reports are basic but at least that's all that we need
- Shortcuts are useful and well thought.
What do you dislike about the product?
- Filters could be improved. They are used mainly as "folders" (which is OK)
- Docs are nice but customization of the design and page is not that easy.
- A bit expensive (IMHO) for more users
- Rigid in some ways, but if you don't want something very specific, it should work
- Mobile apps are OK but not that useful.
- No chat app
- Reports filters for dates suck
- Docs are nice but customization of the design and page is not that easy.
- A bit expensive (IMHO) for more users
- Rigid in some ways, but if you don't want something very specific, it should work
- Mobile apps are OK but not that useful.
- No chat app
- Reports filters for dates suck
What problems is the product solving and how is that benefiting you?
We are using it for ticket management, customer support.
It makes it easy to prioritize our tickets, tag them, and see reports.
The interface is well thought, quick, intuitive and easy to configure. In a week we were using it at 100% capacity. Definitely it changed our customer support.
We also use Docs for customer self service (new to us). Easy to manage.
It makes it easy to prioritize our tickets, tag them, and see reports.
The interface is well thought, quick, intuitive and easy to configure. In a week we were using it at 100% capacity. Definitely it changed our customer support.
We also use Docs for customer self service (new to us). Easy to manage.
Recommendations to others considering the product:
Use it! If you are a small company and wants to fuel your customer support and help desk, go for it.
It's very easy to use, cheap (for what you get), support is nice, you can get stats easily...they have thought about everything. Workflows are easy to configure + tags.
Self support (docs) are a good choice to go with.
It's very easy to use, cheap (for what you get), support is nice, you can get stats easily...they have thought about everything. Workflows are easy to configure + tags.
Self support (docs) are a good choice to go with.
Help Scout Review
What do you like best about the product?
Easy to find content based on tags, and sorts results based on people or conversations. Easy to share client information between multiple agents.
What do you dislike about the product?
Having a conversation assigned to one agent can make it difficult to find for other agents.
What problems is the product solving and how is that benefiting you?
Clean layout for client replies. Less buggy.
Recommendations to others considering the product:
N/a
Consistent updates, useful new features.
What do you like best about the product?
Helpscout has consistently released useful improvements and new features. The support team at Helpscout is quick to respond and very helpful.
What do you dislike about the product?
Can occasionally be buggy. The biggest issue would be reporting, however. The numbers just don't add up sometimes and there isn't a clear description of what each number represents or how it is calculated.
What problems is the product solving and how is that benefiting you?
We use Helpscout for email support, a support doc center and for logging support calls and chats.
Recommendations to others considering the product:
Talk with Helscout representatives to explain your needs and they'll work with you!
Very solid platform!
What do you like best about the product?
Great for small-ish teams needing shared inboxes. Tagging, notes, customizable notifications, the feature set is rich and practical. One small feature that really helped was the ability to response to incoming tickets from an email inbox. It allowed us to respond to requests without logging in (which was convenient when out of the office).
What do you dislike about the product?
Would love to be able to automatically push reminders to teammates with old unanswered tickets. Perhaps this functionality exists and our admin wasn't using it, but it would have been appreciated.
What problems is the product solving and how is that benefiting you?
Customer service/success across a wide variety of users and situations. Kept us organized and accountable as a team.
Intuitive helpdesk tool that helps us help users faster
What do you like best about the product?
The organization. From top-level organization like multiple mailboxes and folders, to tags and labels, to merging conversations and intuitive assigning tools, Help Scout makes it easy to navigate our support queue and get work done efficiently. Help Scout also allows us to create and integrate custom tools and workflows, such as our internal knowledge base and company-specific functions.
What do you dislike about the product?
I'd personally like to see better analytics available in reporting, or more customizable reports, so we could dig deeper into our data to analyze our performance.
What problems is the product solving and how is that benefiting you?
Help Scout is our HQ for all customer interactions and issue tracking, which helps us to manage, organize, and respond to tickets across the company. Help Scout's particular layout and team-oriented features help us to collaborate more effectively on giving our customers great customer service.
Recommendations to others considering the product:
If you want the process of helping your customers to be almost as easy as answering emails in your own inbox, you should definitely give Help Scout a try.
Simple tool for small to medium sized companies
What do you like best about the product?
The simplicity of HelpScout keeps the learning curve low, which means that most team members can get to work quickly after onboarding.
What do you dislike about the product?
There's not a great range of features or integrations, so we often have to use multiples tools when it would be nicer to have a single support platform.
What problems is the product solving and how is that benefiting you?
Great at resolving high volumes of email and chat requests. We also use their Docs tool which works as a nice, low-level knowledge base.
Recommendations to others considering the product:
It's not an all-inclusive tool (not a ton of useful integrations and no ability to create tickets), so HelpScout seems best for small to medium size teams with mild to moderate customer support volume.
Really Really Bad Product and Support
What do you like best about the product?
That it has a free trial. Otherwise, it's awful.
What do you dislike about the product?
- Hundreds of bugs never get fixed. Bad support
What problems is the product solving and how is that benefiting you?
I realized the benefits of zendesk.
Help Desk Meets Shared Inbox & Email Decluttering Tool
What do you like best about the product?
The UI/UX of Help Scout is beautiful. You can tell that they put a lot of thought into the design of the tool. The functionality is incredible as well. With "Workflows" to identify inbound emails and direct them/assign them where you need them to go based on many different triggers, very powerful.
I have actually decluttered my inbox significantly by creating a "mailbox" within Help Scout which is called "newsletters" and I have all of the great articles that I am subscribed to go to Help Scout instead of directly to my inbox. Now when I go to my G Suite inbox, I know that the emails showing there are time sensitive and important.
It is also a gem for the help desk side of things. Managing inbound support inquiries from clients is a joy within Help Scout. So much in-fact that we have been pushing Help Scout to our own clients because it has worked so well for us!
I have actually decluttered my inbox significantly by creating a "mailbox" within Help Scout which is called "newsletters" and I have all of the great articles that I am subscribed to go to Help Scout instead of directly to my inbox. Now when I go to my G Suite inbox, I know that the emails showing there are time sensitive and important.
It is also a gem for the help desk side of things. Managing inbound support inquiries from clients is a joy within Help Scout. So much in-fact that we have been pushing Help Scout to our own clients because it has worked so well for us!
What do you dislike about the product?
I really wish there was some type of timer that could begin when you start working on a support ticket. It does not even natively integrate with Harvest which would be great. We really need to be able to know how much time we spend solving individual support tickets (sometimes to bill clients based on the time spent).
It would be great if there was some type of "live chat" functionality baked into the Beacon which you can host on your site. Having competitors similar to Intercom, it would be great to kill two birds with one stone versus getting our clients set up on a help desk + live chat service. Would be awesome if they could integrate this.
It would be great if there was some type of "live chat" functionality baked into the Beacon which you can host on your site. Having competitors similar to Intercom, it would be great to kill two birds with one stone versus getting our clients set up on a help desk + live chat service. Would be awesome if they could integrate this.
What problems is the product solving and how is that benefiting you?
Customer support, info requests, sales requests, email decluttering, alert system (for the IT side of our business, alerts get pushed into Help Scout and we can monitor them nicely from there depending on whether or not we have to take action).
Recommendations to others considering the product:
If you do not currently have a Help Desk, are sharing an inbox between employees, or have an out of control inbox, a Help Desk is a must-have. Especially one like Help Scout which is built very well for these use-cases and is very easy to use. Yet powerful.
Great for general support
What do you like best about the product?
It has a nice API, which allows integrating data from other systems inside, in the sidebar
What do you dislike about the product?
The API is nice but lacks customizations in the interface. Maybe for security matter, or standardizing, but it would be great to have more freedom on the output of each app.
What problems is the product solving and how is that benefiting you?
Communication with our clients by email (the most common, for now). Good for many team members have access to one email inbox
Recommendations to others considering the product:
You can try it free with one inbox. Worths a try. And give the API a try. The option to display data from your ecommerce or account system with customer's data right in the ticket is great to improve the context.
Easy to Use
What do you like best about the product?
It's easy to use, doesn't require extensive training for someone new to the team, it's a simple interface but very intuitive to use. The Happiness Scores and Workflows are some of the best features.
What do you dislike about the product?
There is no Android App, livechat features and not many integrations.
What problems is the product solving and how is that benefiting you?
We use it for our Helpdesk and it was great to build our FAQs and knowledge base. We have been able to automate a lot of the processes that used to be done manually, saving up al lot of much time.
Recommendations to others considering the product:
Make the switch! I think it offers the best value out of all the helpdesk tools.
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