Help Scout
Help ScoutReviews from AWS customer
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The best email support tool for small teams
What do you like best about the product?
The UX is by far better than competitors
What do you dislike about the product?
Isn't really built for the voice of customer.
What problems is the product solving and how is that benefiting you?
Handling customer support via email-only channel.
The benefits are a simple tool to use and admin which can't be said about others.
The benefits are a simple tool to use and admin which can't be said about others.
Great Product
What do you like best about the product?
I like how things can be organized this and how easy to use some of the features are. The UX is also something very easy to use.
What do you dislike about the product?
I dislike how there are a few things that aren't present such as having a parent-child function or more options to customize ticket filtering.
What problems is the product solving and how is that benefiting you?
I problem is see that we've been solving is in regards to statistics. The benefits I've seen was keeping an organized workflow.
Recommendations to others considering the product:
Make customization with more features and perhaps more article on how to use it to it's fullest.
customer support representative
What do you like best about the product?
I like how you can assign, write internal notes, and create workflows
What do you dislike about the product?
I wish you could embed videos into the email
What problems is the product solving and how is that benefiting you?
Organize tickets with tags and via the search bar and can communicate with other team members easily
Recommendations to others considering the product:
review help center articles or reach out!
Easy to use
What do you like best about the product?
I like the UI, it's simple and easy to use. The knowledge base is also pretty simple. The ability to create and send pre-defined saved responses is great! I also love that I can see my results compared with my teammates (response times, ratings, # of emails answered, etc).
What do you dislike about the product?
Needs more productivity tools. Sometimes we have issues that take months to get resolved. So when a user reaches out to follow up with a previous issue, I'd like to be able to merge the tickets so it's all in one thread- but when you merge them, it makes the reply back time months old. It'd also be nice to preview/hide an email in a thread since some of ours are really lengthy and make reviewing tickets (to the beginning ) hard.
What problems is the product solving and how is that benefiting you?
We are a SaaS company so we do a lot of troubleshooting. I like being able to assign tickets to different support members. The integrations with salesforce and jira are great!
Recommendations to others considering the product:
This is a great tool for those looking for easy support for their customers.
Invaluable resource
What do you like best about the product?
Help Scout helps our small team manage a mountain of email and customer exchanges. It's highly customizable using tags, and the reporting tools are awesome.
What do you dislike about the product?
I wish they made a Help Scout for personal emails
What problems is the product solving and how is that benefiting you?
We can work in more efficient manner since we can always access history. It helps when someone is out of the office but an email needs an immediate answer.
Recommendations to others considering the product:
Don't think twice, you'll be glad you went with them!
A multifunctional platform that serves multiple diverse teams.
What do you like best about the product?
Integrate multiple boxes with different purposes, assign tasks to specific people easily.
What do you dislike about the product?
add some colors to the platform and boxes
What problems is the product solving and how is that benefiting you?
Communication with different branches in different locations.
Communication with external providers
OTA's
Communication with customers
Communication with external providers
OTA's
Communication with customers
Saves our teams about 50hrs a week
What do you like best about the product?
HelpScout is much more than a shared inbox.
Yes, we went from having 6 Outlook shared inboxes to one centralized place for all customer, vendor, and team communications.
What I like the most:
Collaboration. If there's one thing that HS does best is taking team collaboration to the next level:
- Notes with @mentions
- Automatic workflows
- Shared folders
- Email notifications
- Hubspot integration
Search. Visibility across the entire organization and the ability to search.
For us, the ability to search for tickets across all company inboxes is very powerful.
Custom fields. We leverage custom fields for critical info about the ticket in question. Maybe it's a link to a Salesforce record or the customer's work order.
Easy & Fast Setup. Need website live chat? Need docs?
If you've got 10minutes you could set up both in less than that.
UI. The user interface is stellar. I spend hours working in Helpscout every day and don't go home with a headache.
Yes, we went from having 6 Outlook shared inboxes to one centralized place for all customer, vendor, and team communications.
What I like the most:
Collaboration. If there's one thing that HS does best is taking team collaboration to the next level:
- Notes with @mentions
- Automatic workflows
- Shared folders
- Email notifications
- Hubspot integration
Search. Visibility across the entire organization and the ability to search.
For us, the ability to search for tickets across all company inboxes is very powerful.
Custom fields. We leverage custom fields for critical info about the ticket in question. Maybe it's a link to a Salesforce record or the customer's work order.
Easy & Fast Setup. Need website live chat? Need docs?
If you've got 10minutes you could set up both in less than that.
UI. The user interface is stellar. I spend hours working in Helpscout every day and don't go home with a headache.
What do you dislike about the product?
Not able to link tickets to each other. You can merge tickets easily but for that, you need the main contact email to be the same on the two emails you're merging.
Also would love to see a native integration with Asana.
Also would love to see a native integration with Asana.
What problems is the product solving and how is that benefiting you?
Collaboration across all teams with notes and @mentions
Visibility across all customer communications with powerful search features
Helping customers in real-time via Live Chat
Visibility across all customer communications with powerful search features
Helping customers in real-time via Live Chat
Easy to use Customer Support software
What do you like best about the product?
I feel very supported by the Help Scout team. They provide great information to help our team use the software. I love how integrated the mailbox is with our knowledge docs. Clients can reach us in a variety of ways through Help Scout and we also enjoy using the messaging feature.
What do you dislike about the product?
The saved replies that we use for customer emails sometimes lose their images. It is a problem that Help Scout hasn’t been able to resolve yet.
What problems is the product solving and how is that benefiting you?
Our entire team can work together to resolve customer questions quickly. The ability to share our expertise through saved replies and knowledge docs speeds up our response time to clients. We can track top client questions by tagging them.
Great Email System
What do you like best about the product?
Overall, great email system. I just this platform for work. It's an all-in-one system that allows me to perform my work tasks easily and quickly. The support team is also great and help you problem-solve issues quickly.
What do you dislike about the product?
Honestly, there isn't anything I dislike about HelpScout. I would recommend trying to upgrade some of its features. It does all the basics I need for work but it would be great if it had more cosmetic change features.
What problems is the product solving and how is that benefiting you?
Helpscout allows me to send emails to coworkers and clients. It's a simple system to learn that helps me solve all move problems and increase daily productivity.
Help Scout is a great way to stay organized and on top of your emails!
What do you like best about the product?
What I like the best from Help Scout is how organized and how quickly I am able to communicate with my customers.
What do you dislike about the product?
Nothing at all! I have no complaints what so ever
What problems is the product solving and how is that benefiting you?
I work in Customer Sevice. I am able to communicate with all parties in 1 app.
Recommendations to others considering the product:
Do it! Youll employees will thank you
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