Help Scout
Help ScoutReviews from AWS customer
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Excellent platform for customer service needs.
What do you like best about the product?
The ease of use. The ability to navigate through emails with ease.
What do you dislike about the product?
The merging of emails can be a bit confusing at times.
What problems is the product solving and how is that benefiting you?
It helps with keeping our customer service needs organized and offers full visibility.
HelpScout is great!
What do you like best about the product?
HelpScout makes it super-easy to handle email support. It does all the basics, like assigning email threads to different people and managing those threads. You can track stats to see which members of your team have helped the most people. I especially like the "merge threads" feature-- users will often send in new emails instead of replying to the previous ones or will send in multiple emails about the same topic. Merging them into one thread helps keep things organized.
What do you dislike about the product?
This is a minor problem, but spam to our support inbox doesn't always get sorted automatically into the spam folder. HelpScout could benefit from a more modern spam filter.
What problems is the product solving and how is that benefiting you?
In addition to me (the company owner), we have 3 paid helpers who review the support inbox and reply to customer questions. HelpScout keeps us all organized, so we can all see who's doing what and avoid stepping on each others' toes.
The Scout's Help
What do you like best about the product?
I like that it easily works with another app like Aircall
What do you dislike about the product?
Sometimes it goes bananas, which is I think is normal with any technology
What problems is the product solving and how is that benefiting you?
Ease of merging accounts from different apps.
Recommendations to others considering the product:
Help Scout indeed helped our organisation run smoothly!
All-in-one tool for CS and Support
What do you like best about the product?
The best about HelpScout is our Account Manager - Sewar Nasser. She is the best Account manager ever, very responsible, responsive, patient, she is always ready to help and navigate us through the features and provide the worrkarounds.
About HelpScout:
All in one tool for our Support. We host docs and emails there. Currently we are switching to HelpScout chat. We were using other tool before since HelpScout doesn't have the chat bot.
HelpScout have many additional features that can be used as the constructor to build your own. We use some of them for the client's navigation through the platform connected to the docs: beacons and In-Apps messages.
About HelpScout:
All in one tool for our Support. We host docs and emails there. Currently we are switching to HelpScout chat. We were using other tool before since HelpScout doesn't have the chat bot.
HelpScout have many additional features that can be used as the constructor to build your own. We use some of them for the client's navigation through the platform connected to the docs: beacons and In-Apps messages.
What do you dislike about the product?
They are not very flexible for the product updates and many additional features are not very adjustable without development involvement. Some custom settings either are not possible or possible with the development from our side. But the good thing, that they have these additional features.
What problems is the product solving and how is that benefiting you?
Support e-mails, Docs (Help documents)
Best help desk software
What do you like best about the product?
Help Scout is super user friendly! I love that you can have one support email and assign emails to different members on your team. I also love that you can leave notes on an email for a colleague to review before sending off. I also appreciate the separation of inboxes so that all emails feel organized depending on the mindset I need to be in when in the help desk (i.e. sales vs support).
What do you dislike about the product?
Sometimes there are bugs with drafts which can be frustrating because I rely heavily on my drafts being saved. I also wouldn't mind a more pretty design and customizable colors for different user accounts.
What problems is the product solving and how is that benefiting you?
Using it as our core help desk in our business. It's helped keep my team more organized and streamlined when it comes to our client support.
Recommendations to others considering the product:
Use it!
Help Scout Review
What do you like best about the product?
I found the following features very useful and make my work efficient. Saved replies save 80% of my time. I also like how I can see what tickets my team members are working on and how we can add notes on tickets.
What do you dislike about the product?
I would like the Forward feature to be more sophisticated as it is in Gmail (i.e. automatically includes attachments, deletes part of the thread (for confidentiality purposes, and edit the recipients.
What problems is the product solving and how is that benefiting you?
Basic HR services and some employee email concerns. The benefit of using HelpScout as opposed to a generic email service is that other members of your team are automatically aligned - it's really good for collaboration.
Help Scout for HR work
What do you like best about the product?
Very quick and easy to navigate. Assignment and tagging help a lot in making sure that everything is being properly managed. The whole interface is very simple.
What do you dislike about the product?
Just the logo/icon for "reply" kind of looks like "back" but I got used to it. Everything works pretty well. Just the quick button to go back to the tab list would be good.
What problems is the product solving and how is that benefiting you?
I handle recruitment and endorsement for upcoming personnel. As a team, it is good to delegate and document responsibilities. The team is more productive and responsible.
Recommendations to others considering the product:
Help Scout can very much ease up the burden of delegation and organization.
great in everything
What do you like best about the product?
very quickly and user friendly. very useful
What do you dislike about the product?
There is nothing I don't like. Recommends to everyone
What problems is the product solving and how is that benefiting you?
responding to user complaints. help scout is presents quickly and conveniently
Good for collaboration
What do you like best about the product?
The fact that I can access all the emails/communications from our clients at the same place and collaborate with my team on working on them.
What do you dislike about the product?
There are downtimes when search is slow, this should improve
What problems is the product solving and how is that benefiting you?
Timely working on client tickets
Excellent software - clean look, great support
What do you like best about the product?
Found their onboarding to be very thorough, love their thoughtful emails with tips and articles, and a great, clean software overall. Clearly designed with a good understanding of what is helpful in a real-life customer service department.
What do you dislike about the product?
No major complaints about this software, so far it's been great.
What problems is the product solving and how is that benefiting you?
Needing an inbox solution that allows for reporting and for several people to work in the same inbox.
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