Help Scout
Help ScoutReviews from AWS customer
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Lots of easy to use features that speed up your work!
What do you like best about the product?
The Quick Replies are very useful and easy to set up. Editing them is also easy and the reports are very useful.
What do you dislike about the product?
I have not found any features that are lacking or difficult to use.
What problems is the product solving and how is that benefiting you?
Being able to build Help Docs and seeing reports of which work best for your customer base is one of my fave features.
Help Scout is a great all-in-one mailbox
What do you like best about the product?
As a manager, it is easy to see an overview of all conversations going on at any given time, as well as have reporting in regards to metrics like support response times.
What do you dislike about the product?
Would love better API integration as well as the ability to construct and send email templates using user defined variables. Would also like better signature customization options (custom user-defined fields like preferred pronouns, etc).
What problems is the product solving and how is that benefiting you?
Before Help Scout, the team was using individual email inboxes tied to our teams' Google Workspace email addresses. Moving everything to Help Scout has enabled us to vastly increase oversight into our support operations.
Good tool for internal customer care
What do you like best about the product?
I'm a manager if HR and admin teams so HS isn't a daily tool for me. It's very convenient to get notifications to my email about new tickets or notes from my team members.
What do you dislike about the product?
I would say mobile interface and user friendliness should be improved. Every time I have to use HS on my phone I struggle a lot. Reporting (email) isn't familiar with public holidays in my country so SLA aren't accurate enough.
What problems is the product solving and how is that benefiting you?
People and business problems. They are typical HR or Admin questions like how to get certificate, document, laptop issues. Problems are repetitive so search function is really helpful.
Recommendations to others considering the product:
If you're looking for internal customer support tool - help scout is a good option.
HelpScout is a Lifesaver!
What do you like best about the product?
The functionality and the user ability is fantastic. Easy to pick up and saves so much time.
What do you dislike about the product?
There are some custom features I wish it had, but they are open to feedback!
What problems is the product solving and how is that benefiting you?
No problems!
Helpful tool and friendly support staff
What do you like best about the product?
The ability to automate things with workflows and saved replies makes a support staffer's life much easier
What do you dislike about the product?
I wish the reporting was had more capabilities, including tracking effectiveness of saved replies.
What problems is the product solving and how is that benefiting you?
Running support for an online retailer. The main benefit is efficiency.
Help Scout Review
What do you like best about the product?
How organized and easy to use Help Scout is. I love the animations you get when you clear your inbox and it has a lot of helpful and useful tools. One of the my favourite features is the help article feature which is great for clients as well as saving me time when helping customers.
What do you dislike about the product?
Sometimes when I search for a person it doesn't show up even though I know they're in there
What problems is the product solving and how is that benefiting you?
Help Scout aids in customer success by making contact between the company and the clients simple, as well as with providing help articles for the customers to use which make my life easier.
Wonderful Program!
What do you like best about the product?
I really like the options to alter inboxes. This is very helpful and is great for organization skills! Read receipts are extremely helpful by ensuring that the correct person is receiving the email.
What do you dislike about the product?
Not being able to merge emails from different email addresses that even have the same domain. Although I dislike this function I understand the limitation because once something is merged it cannot be undone.
What problems is the product solving and how is that benefiting you?
All customer service-related issues are very easy to access and assign to the correct person. The option to review previous email threads and the search functions are amazing!
Great
What do you like best about the product?
It's a fast and reliable way to reach out our costumers.
What do you dislike about the product?
We've really had no much complains about it, helpscout has served our every need.
What problems is the product solving and how is that benefiting you?
We are solving legal problems, about legal calculation.
Great Software, Great Company
What do you like best about the product?
Easy to navigate, ability to customize the workflow to meet our Team needs. Easy to create docs, integrated Beacon for support pages. Just great!
What do you dislike about the product?
The integration with our CRM could be improved (however that may be an issue on the CRM's side)
What problems is the product solving and how is that benefiting you?
The main problem solved is customers being able to quickly and easily access the support they need - self serve, live or asynchronous Team support. Very easy to hand-off/escalate support requests to the right Team member
Amazing work tool
What do you like best about the product?
Its very easy to use and everything is so easy to keep organised
What do you dislike about the product?
Nothing:) Everything is perfect and nothing to complain at
What problems is the product solving and how is that benefiting you?
Customers issues ans requests. You can keep your tasks very organized with HS
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