Help Scout
Help ScoutReviews from AWS customer
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Simple product with tons of functionality
What do you like best about the product?
It's so easy to stay on top of tickets that come in. I don't worry about missing a reply or ever wonder what needs to be done.
What do you dislike about the product?
I wish more options existed for workshops. We would like to add tags based on custom information in tickets.
What problems is the product solving and how is that benefiting you?
The options for passing on notes directly to other users makes communication so much better in our team.
Recommendations to others considering the product:
Give it a shot.
Helpscout Review
What do you like best about the product?
Easy to use platform, and I could respond to tickets easily
What do you dislike about the product?
Lack of features and not as good customer support
What problems is the product solving and how is that benefiting you?
Easy to use platform to respond to tickets and unlimited users
Recommendations to others considering the product:
If you dont need help normally, then this is the right system for you!
Great basic ticketing software
What do you like best about the product?
I love the simplicity and look of the platform.
What do you dislike about the product?
When new tickets come in, I rely on the integrated alerts (in Slack) as new tickets don't appear unless I refresh the inbox page.
What problems is the product solving and how is that benefiting you?
Email based support has been great for sales inquiries and basic questions that don't require any immediate assistance.
Functional
What do you like best about the product?
An easy and simple to navigate tool. It's not particularly robust, but for what we use it for, it is usable.
What do you dislike about the product?
It's not very deep. The view of our inboxes is nice, but I'd like the ability to see all conversations and to see historical information about customers when looking at a conversation.
What problems is the product solving and how is that benefiting you?
It has provided a nice email communications/ticketing system for us. We are also using it to host our knowledge base.
Recommendations to others considering the product:
Make sure you have done your due diligence. This is a decent platform, but may not have all the features you want.
Nice way to manage product help docs
What do you like best about the product?
We are happy with Help Scout. Before using Help Scout, we were self-hosting our own help documentation which got tedious. Now, it is much easier for all staff members to add and edit help articles. The support ticket function is also easy to use and our users are able to easily search for topics on any device. The automatic recommendation widget is also handy and we believe it helps reduce help tickets.
What do you dislike about the product?
It would be great if there were more themes to choose from in terms of layout and style. We customized the CSS in a way that worked for us, but it would be nice to be able to choose a layout with a different look and feel. Maybe some sort of theme directory.
What problems is the product solving and how is that benefiting you?
We're able to receive and respond to support tickets very easily, as well as manage help documentation.
Helpscout review
What do you like best about the product?
It's easy to manage help tickets if your main source of inflow is an email address.
What do you dislike about the product?
There's no live chat integration to provide other avenues of contact for your clients. It didn't scale well with our business once we started to grow beyond using an email address.
What problems is the product solving and how is that benefiting you?
We help people manage private equity via a SaaS platform, and we need more intuitive information from our help tickets like, "What screen were they on when the experienced the error?" or "What browser are they using?" We needed a tool that helped us to glean that information without having to ask every time.
Recommendations to others considering the product:
Help Scout was useful to us in the beginning. It allowed us the email integration and team collaboration on tickets we needed. Their tagging system is very good as well. Our needs just grew beyond only having a support email address for tickets. We needed the ability for clients to contact us in other ways. A live chat integration allows us to observe certain information about the client while they are still on the site, like what feature they were currently using when they experienced an error, or what browser might be causing trouble with our platform. We can get issues resolved faster when we have multiple avenues with which clients can contact us, and we can collaborate and provide better service when the clients are happier and more responsive. Not everyone checks their emails every 2 minutes, but if a push notification for a live chat response goes out, they respond right away.
Efficient and streamlined
What do you like best about the product?
Tracks all current and historical conversations. The assignment feature maximizes workflow and you can tag emails to flow into folders
What do you dislike about the product?
Better searching features for closed tickets/emails that don't have tags
What problems is the product solving and how is that benefiting you?
We handle people operations, tax, accounting and finance for our clients and use helpscout for our daily flow.
Great customer service software
What do you like best about the product?
Easily locate tagged items and assigned messages.
What do you dislike about the product?
Difficult to search through archived messages without having specific info.
What problems is the product solving and how is that benefiting you?
customer supports. favorite benefit is being able to see that a customer has viewed my response.
Help Scout
What do you like best about the product?
Help Scout offers really great assistance and a good product
What do you dislike about the product?
Some bugs in the code have caused minor inefficiencies with work.
What problems is the product solving and how is that benefiting you?
This service provides good record keeping but can be messy to read.
If you haven't used this yet, you are missing out!!
What do you like best about the product?
This was one of the nest decisions my company has ever made! We run over 13 communities with all different email addresses, HelpScout keeps all communication in one place. Easy tagging, searching, task management and more. Plus, everything gets forwarded into HS from Google Apps. What more could you ask for.
What do you dislike about the product?
The only thing I can think of is that the phone app doesn't have all the same capabilities as the desktop app. But, that is ok, better than nothing and you can constantly see improvements coming from their development teams.
What problems is the product solving and how is that benefiting you?
We need to make sure that communications come from the correct email aliases - this makes it so easy. Also, internal communication and "notes" feature helped us keep timely information out of Slack and in one place so we always had a reference.
Recommendations to others considering the product:
Great ease of use, highly customizable, support is quick and responsive and answers in less than 24 hours.
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