Help Scout
Help ScoutReviews from AWS customer
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Overall they're good. They are slow sometimes, but the job get's done.
What do you like best about the product?
The user-friendly software makes it easy to learn and understand.
What do you dislike about the product?
It lags, and could have more use in where you direct your e-mails so you're not wasting time answering uncessacary e-mails.
What problems is the product solving and how is that benefiting you?
My entire team can all answer e-mails as they come in togeather. We can work on things collectively.
Recommendations to others considering the product:
Ensure it's a great model for your company.
I love that emails are shared but it also difficult to search unless you are being exact
What do you like best about the product?
Sharing & searchable with a helps out ID
What do you dislike about the product?
Hard to search, very specific requirements.
What problems is the product solving and how is that benefiting you?
I love the rating options for out agents. I wish our signatures showed between helpscout accounts and also wish the notes showed up easier. I miss a lot of team notes.
Helpscout Usability
What do you like best about the product?
1. Quick and time flexible assistance.
On behalf of the Yellow Card Support fraternity, we are grateful for the timely assistance provided by Sewar Nasser. We have a large client base and trying to make HelpScout work for the Team and our customers have been a little better with Sewar's help.
On behalf of the Yellow Card Support fraternity, we are grateful for the timely assistance provided by Sewar Nasser. We have a large client base and trying to make HelpScout work for the Team and our customers have been a little better with Sewar's help.
What do you dislike about the product?
Helpscout seems not to be compatible with quite a several CRM tools which can be frustrating when you need to link functions.
E.g.Linking Helpscout to a CRM that can send our customers a notification once their ClickUp tickets have been resolved or moved from one stage to the other
E.g.Linking Helpscout to a CRM that can send our customers a notification once their ClickUp tickets have been resolved or moved from one stage to the other
What problems is the product solving and how is that benefiting you?
Customer complaints.
HelpScout being our ticketing system assists us to offer solutions to our customers giving us a central platform to access our customer's issues.
Workload Management has been easy with Helpscout since we are a remote-based company we can manage what the Team does via the platform.
HelpScout being our ticketing system assists us to offer solutions to our customers giving us a central platform to access our customer's issues.
Workload Management has been easy with Helpscout since we are a remote-based company we can manage what the Team does via the platform.
Best Help Desk on the Market!
What do you like best about the product?
Help Scout has allowed us to scale nearly 30+ saas businesses within one master account and allows user scalability with ease. Also, our Account Manager, Sewar, is super hands-on and is a valuable outside contributor to our company. We're in constant communication and always providing ideas for better workflows.
What do you dislike about the product?
There are a few features that the team is currently getting in front which will enhance our usage. Other than that nothing to dislike.
What problems is the product solving and how is that benefiting you?
Scalability and foundational consistency across all our products. It's allowed us to have consistent measuring of desk health and agent performance.
Sewar Nasser
What do you like best about the product?
Ease of use and reporting as well as options for customer self service
What do you dislike about the product?
There is nothing about Help Scout that I dislike
What problems is the product solving and how is that benefiting you?
Customers are being helped in a timely manner due to the ease of use and reporting available. HS is great from a workforce management perspective.
Implementing HELPSCOUT in Liberty Latin America
What do you like best about the product?
Super friendly platform they have, Im sure it was created by people with LOTs of experience in massive emails management as all the features looks like a dream coming true for us. Also the support team has is one of the best customer services I have ever seen, specially our account manager Sewar. She was fantastic at explaining, training and making this dream true for us.
What do you dislike about the product?
Probably the timing it cost for my IT team and Helpscout team to connect the mailboxes, it was long and crazy but we finally did it.
What problems is the product solving and how is that benefiting you?
Im solving the problem of using Outlook to manage 5 mailboxes recieving hundreds of emails per day, MS Outlook is just NOT created for shared mailboxes at all the experience is frustrating for us and our customer. The big benifit of moving to helpscout is the save of timing and headcounts in handling daily emails.
Recommendations to others considering the product:
We in LLA already did the job for you, we search for tons of other similar products, we review and test them and HelpScout is just the best in the market of admin shared mailboxes. Go and get it.
It was my main HelpDesk
What do you like best about the product?
Design, UI, and UX are stunning, the workflow is greater and the best part is the integration you can even add your code.
What do you dislike about the product?
I do not like that they start free for 3 mailboxes after 2 years they just stop the free you have to bay insane money of 20$ for each user, it's a bad move for me so I switch to DoneDone it has all that I need.
What problems is the product solving and how is that benefiting you?
Support for my client on Envato
Recommendations to others considering the product:
If you are a small company you must check DoneDone of Freshdesk they are good.
Help Scout for Business
What do you like best about the product?
Help Scout easily allows our helpdesk admins to respond to tickets, add notes, ping other admins, and distribute tickets as needed. All the functionality you could want from a helpdesk software is right here in HelpScout.
What do you dislike about the product?
There really isn't too much to dislike. A suggestion I would make would be to allow customer consolidation if integrating with an ERP such as Netsuite. For example, one user might put in a few tickets a month but will have multiple customer records because the email is dynamic.
What problems is the product solving and how is that benefiting you?
Help Scout allows our business to easily manage all internal and external needs. We have been able to focus on other parts of our business better and streamline most processes due to this software.
BEST but could have better features
What do you like best about the product?
Help Scout is one of the best and clear looking software.
What do you dislike about the product?
I hate that we cannot merge between two different emails IDs.
What problems is the product solving and how is that benefiting you?
It's easy to use and has made my life easy.
Recommendations to others considering the product:
The CS team is best to talk and help you set up the account
Help Scout is worth it
What do you like best about the product?
Top three things I love about Help Scout
1. Reporting - No more guess-work here. My executive team loves the customizable reports (quantity, response-time, peak hours, etc.) I know what volumes my team deals with each day, week, month, you name it. I can visually see where spikes and dips happen, and really dig into the data. It's super easy.
2. Automating - Saved Replies are a game-changer! No copy + pasting happening here. Saved replies drastically reduce the chance for human error and make things super fast and easy for my team to respond to customers.
3. Customer Service - If I ever have a question for Help Scout, their team is extremely responsive, professional and friendly. They are very organized and attentive - I've never had to repeat myself or follow-up on a request.
1. Reporting - No more guess-work here. My executive team loves the customizable reports (quantity, response-time, peak hours, etc.) I know what volumes my team deals with each day, week, month, you name it. I can visually see where spikes and dips happen, and really dig into the data. It's super easy.
2. Automating - Saved Replies are a game-changer! No copy + pasting happening here. Saved replies drastically reduce the chance for human error and make things super fast and easy for my team to respond to customers.
3. Customer Service - If I ever have a question for Help Scout, their team is extremely responsive, professional and friendly. They are very organized and attentive - I've never had to repeat myself or follow-up on a request.
What do you dislike about the product?
There isn't anything I dislike about Help Scout.
What problems is the product solving and how is that benefiting you?
Our team is more efficient than before. They are able to respond to emails and help customers quickly and easily.
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