Help Scout
Help ScoutReviews from AWS customer
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Love Helpscout
What do you like best about the product?
It's just smart and we love the features
What do you dislike about the product?
nothing at all- I like all features Helpscout has been great. The downside? They send annoying emails on how to improve life. My boss and I dislike this.
What problems is the product solving and how is that benefiting you?
quick or saved replies and great reporting
Recommendations to others considering the product:
do it.
Great Tool!
What do you like best about the product?
I like the newly added ability to tag people into your convo threads! It makes things easier when you're looking to get the feedback from multiple users instead of assigning to individual parties.
What do you dislike about the product?
I miss that search would auto-populate suggested items, now you have to type the full name/item in search and scroll through your options. A small step but it takes away from productivity times in the long run if you're doing multiple searches in a day.
What problems is the product solving and how is that benefiting you?
Connecting with members to find solutions asap for various questions, and being able to get the info needed from different teams (billing, leadership, events, etc) to follow up. Also being able to tag emails with various key words to make sorting easier and efficient.
Recommendations to others considering the product:
Bringing back the "smart-generation" for the search menu, I preferred when search didn't send you to a new page prior to the update that occurred with it earlier this year.
Help Scout Agent
What do you like best about the product?
I really liked that Help Scout required the use of the physical telephone rather than getting calls on the computer as well as having the canned messages for emails. That was helpful
What do you dislike about the product?
There was a high volume of calls that our company never received
What problems is the product solving and how is that benefiting you?
We solved customer inquiries and requests in our CS department
Recommendations to others considering the product:
I would recommend to test out the system to ensure you are receiving all of the calls the customers are making
Helpscout is a decent email management software
What do you like best about the product?
I like that you can have multiple people inside the same email inbox.
What do you dislike about the product?
The reporting is not that helpful and it's a bit confusing how they force a specific workflow.
What problems is the product solving and how is that benefiting you?
It allows you and multiple members of your team to easily access the same inbox and multiple inboxes inside 1 login.
Efficient platform for seamless customer service management
What do you like best about the product?
Before using Help Scout, our company utilized a shared Outlook folder to manage customer service emails. This was naturally a little unorganized and led to duplicate responses and forgotten messages. Help Scout allows our team to easily assign tasks to coworkers, track whether or not replies have been sent, and add notes. We have never been more organized with customer service!
What do you dislike about the product?
There is not much that I dislike about Help Scout. If I had to choose something, it would be that it is possible to accidentally send a response to a customer if you reply to an email. To be fair, they do warn about this, but some coworkers who use the service less often than others have still done this accidentally in less than ideal situations. I wish there was a way to turn off this functionality altogether (unless I am unaware of how to do so)!
What problems is the product solving and how is that benefiting you?
We are solving lost time because we can save common replies and assign tasks to the correct individual. We are making our customer service more efficient and timely because we can check tasks and close tasks in a timely and organized fashion.
Helpful product facilitates crucial communications
What do you like best about the product?
I can assign the appropriate conversations to myself to make sure I never miss communications from clients and can answer their questions right away.
What do you dislike about the product?
The overall organization system takes a little time to get used to. If your not entering the site via a link to a particular conversation, it can be tough to find what you need quickly.
What problems is the product solving and how is that benefiting you?
I am communicating with clients who have questions about article they are hoping or attempting to submit for publication. Help Scout keeps each conversation organized so I can see who had previously responded and make sure we are giving clients the best possible answers across the board.
Recommendations to others considering the product:
Take some time to get acquainted with the platform and all its features before you start communicating with clients.
Good program but confusing interface
What do you like best about the product?
I love that it's easy to edit and maintain articles. I can quickly and easily make changes when necessary and creating new articles is also an easy process.
What do you dislike about the product?
I dislike that we only have one admin login for all members of the support team. I'm not sure if this is just the way we have it set up or if that is something that is built into Help Scout but it makes auditing changes to articles very difficult. I also don't like that when logging in it automatically drops you into the edit view as opposed to the regular view. This results in accidental changes being made to documents without users even knowing that they have done it.
What problems is the product solving and how is that benefiting you?
We are creating and maintaining an internal and external knowledge base for our product RentLinx.
I wish I could manage my personal email in Help Scout
What do you like best about the product?
Help Scout makes it easier for me to do my job. It's simple, personal, and powerful. The keyboard shortcuts have become second nature to me, and I often find myself wanting to use HS commands in Gmail. I really love that way it looks and feels like personal emails for our customers while allowing our team to share a support inbox. Love the fun rewards when you clear the queue.
What do you dislike about the product?
I sometimes miss the more powerful triggers and automations from Zendesk, but I've come to embrace some of the simpler functionality of HS. I really wish you could pin notes to the top of tickets and turn off the email notifications for @mentions. The Android app also seems pretty buggy whenever I try to use it, but it's way better than trying to use HS on a mobile browser. And there was this one time HS deleted our API key because of a credit card payment issue, which really wasn't cool as they didn't inform us they did that so we could rectify it immediately.
What problems is the product solving and how is that benefiting you?
We use Help Scout for all of our customers and vendor communication. We wanted a simple shared inbox and ticketing solution that didn't feel like ticketing.
Recommendations to others considering the product:
Help Scout is awesome for doing support on a small team. It's personal for your customers, and delightful for your team to use. This would be my first recommendation for any team looking for help desk software.
Director of Sales and Support
What do you like best about the product?
It's integration with Slack. It's very easy to use, and we can separate channels by function. Also, love the canned responses and ability to provide attachments to emails.
What do you dislike about the product?
Not much. Very good platform. Love the integrations with other APIs. I wish they had a live chat feature though.
What problems is the product solving and how is that benefiting you?
Email Support for company. Benefits are the ease of use in managing support emails.
Good software for a core email based teams
What do you like best about the product?
Great UI, good interface and great workflow capabilities. + integration with a lot of apps
What do you dislike about the product?
Ability to use auto distribution based on skill, reporting lacking badly, future dating & eta determination by email.
What problems is the product solving and how is that benefiting you?
Good robust self serve / basic email management
Recommendations to others considering the product:
Good for basic startups and has all the tools minus what I've reviewed and mentioned on the points before.
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