Help Scout
Help ScoutReviews from AWS customer
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Good software for customer success and onboarding
What do you like best about the product?
it's easy to integrate, quite simple to use on the day to day and the team behind it are very helpful to it's customers. The startup plan they offer is affordable, specially considering the disparity of currency value between our country and USD.
What do you dislike about the product?
Wouldn't say it is a dislike, more of a worry. Fee readjustments after our 1st year startup discount grace period is over will hit us hardly as right now our currency is 7x lower than USD, but I presume them to be able to make the adjustments in pricing required by our company. With the disparity between currencies, it can become very expensive to use real soon, depending on the size of your team.
What problems is the product solving and how is that benefiting you?
We're addressing the need of live chatting with our customers and stopping to use Whatsapp or other messaging tools where we didn't have access to the full customer history of chatlogs. Also, the knowledge database has been very useful to document use cases of our platform, thus allowing to invest in customer training cheaply when compared on having to deal with more and more 1 on 1 meetings.
Help Scout was exactly what we needed!
What do you like best about the product?
We weren't able to host the knowledgebase on our website so having Help Scout host it as well as the mailbox on theirs was extremely helpful for us.
What do you dislike about the product?
It would be nice if HelpScout had seamlessly integrated translation of our knowledgebase into different languages at the click of a button.
What problems is the product solving and how is that benefiting you?
Chat feature, knowledgebase, beacons. These were ready to use once set up so the benefit is the speed at which to get this all up and running so that we don't have to reinvent the wheel.
Good choice for small and growing business with clear pricing and also reasonable
What do you like best about the product?
The most thing I liked was their sales team that presented a Demo for us. they care about our needs not just sell what they want! also, I like their clear and simple pricing. you can forecast and plan for your cost. for example, other tools like intercom or HubSpot have very complex pricing and I didn't see sincerity and care in their attitude. Also, I liked the UX of the panel, it was so simple. I just have a problem with features for workflows, I mean proactive human-based support.
Oh also report tab is perfect!! simple and so useful! It makes our performance management so easier for both managers and employees.
Oh also report tab is perfect!! simple and so useful! It makes our performance management so easier for both managers and employees.
What do you dislike about the product?
as I said in comparison to intercom doesn't have features for proactive and friendly support. and SLA features. and because we're Shopify app developer we need merchandise review for our growth but helpscout have a feature that customer can end the chat. we don't like this feature and we wanted to disable it but we can't
What problems is the product solving and how is that benefiting you?
easily chat with customers. Anthony in their team was perfect because he understood me and helped me a lot. reasonable and clear pricing is perfect.
Help Scout Product Review
What do you like best about the product?
Quick integration process, excellent sales & customer service during the onboarding process.
Once you get started, things are quite intuitive, it is easy to navigate and very responsive. The customer reviews are great - this allows us to see right away what we can do better, or what we did great.
Once you get started, things are quite intuitive, it is easy to navigate and very responsive. The customer reviews are great - this allows us to see right away what we can do better, or what we did great.
What do you dislike about the product?
I don't have many criticisms or feedback to share. I'm quite pleased with the service. I suppose that it would be nice to offer the ability to take actions in WooCommerce directly through Helpscout - for example, cancel an order, or one-click tracking numbers in the Help Scout interface (currently you have to click into the order, and then take all the actions directly in WooCommerce). But this is really not that big of a deal.
What problems is the product solving and how is that benefiting you?
Team communication has improved. We have centralized all of our customer service inquiries, which saves time and improves our response rate.
Our supply chain is currently compromised with the recent events in North America, so it's hard to quantify any revenue increases due to Help Scout, but we certainly haven't lost any business due to HS, and I'm confident that as we scale our business, HS will help us provide the same great service to many more customers.
Our supply chain is currently compromised with the recent events in North America, so it's hard to quantify any revenue increases due to Help Scout, but we certainly haven't lost any business due to HS, and I'm confident that as we scale our business, HS will help us provide the same great service to many more customers.
Recommendations to others considering the product:
Great onboarding process, easy to set-up and get started. Very effective tool.
Great solution for new or established companies
What do you like best about the product?
It is easy to use, works great on mobile, and has been a reliable ticketing and communication tool for our startup.
What do you dislike about the product?
There are a few features some of the "bigger" solutions provide like merging tickets, but these little items can easily be worked around (notes in tickets, etc)
What problems is the product solving and how is that benefiting you?
Support ticketing, targeted messaging, beta program management, knowledgebase
Recommendations to others considering the product:
Great solution for your business. I have used several "more advanced" solutions like Zendesk and Desk, and HelpScout really rivals these in terms of functionality. My current company is small still, but I would be confident and comfortable using Help Scout even at my former larger company post-merger.
Great & Easy to send and Receive Mail.
What do you like best about the product?
Help Scout has always helped me receive and send mail from and to multi-company, and always look profissional.
Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly!
Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly!
What do you dislike about the product?
I genuinely don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication is transparent with quick resolutions.
What problems is the product solving and how is that benefiting you?
Help Scout enables our users to not feel like a number in our queue. The user experiences emailing back and forth with us in a friendly conversation while we can track all the required things on our end through the platform. Ticket numbers exist, but there's no reason a user needs to see them!.it Help me to send mail easily
Recommendations to others considering the product:
Their support team is super responsive and goes above and beyond to help whenever we need anything!
Collaborative and Easy to Use
What do you like best about the product?
Supporting our end users was very easy via Helpscout. We were able to easily collaborate with the features that were available to us. I also appreciated that you could easily set saved replies and automated workflows to make the process less manual.
What do you dislike about the product?
I would have appreciated the ability to create a user-facing resource library as a complement to the help desk function that we used Helpscout for. It would have been really helpful if there was a one stop shop for all user support resources.
What problems is the product solving and how is that benefiting you?
Helpscout is our primary customer-facing helpdesk. It enables us to quickly and easily respond and troubleshoot any issues that arise with the use of our product.
Recommendations to others considering the product:
I would recommend the use of Helpscout if you want a solution that is easy to use and allows for constant collaboration between all internal teams.
Great Tool For Support
What do you like best about the product?
Ease of use of the platform. Love that the whole support team can use this as a centralized platform for support emails.
What do you dislike about the product?
No real cons, but it can be challenging to figure out how we can setup notifications so that you stay on top of things.
What problems is the product solving and how is that benefiting you?
Centralized communication for all of the support team and staying on top of customer issues. Helpscout provides added visibility.
Support ticketing made surprisingly easy
What do you like best about the product?
They have got a Shared Mailbox, Which is extremely easy to use. With absolutely no clutter or whatsoever!
Their UI is Clean and well organized. Most of the new employees find themselves comfortable using the tool.
Their UI is Clean and well organized. Most of the new employees find themselves comfortable using the tool.
What do you dislike about the product?
There's not much going on in the Omni-Channel Supporting. The email is part of the support environment, and other Support Software has a lot going on supporting Omni-Channel Systems.
What problems is the product solving and how is that benefiting you?
Our Support Team finds it extremely easy to transition from Zendesk. We used Helpscout to support our internal staff & also for IT Helpdesk. We found the Beacons Useful; People find it easier to navigate answers through it.
Help Scout - Business Review
What do you like best about the product?
Help Scout allows our IT team to collaborate on tickets while also helping us balance our workload. The documentation system is really great; commenting and notes are essential. Overall very happy with Help Scout.
What do you dislike about the product?
The reports tab could use an overhaul. It would be nice to generate reports on how many tickets each IT staff member cleared out over time. The spam functionality has never been utilized by us either.
What problems is the product solving and how is that benefiting you?
Help Scout allows us to document and track issues across the business. Not only limited to strictly IT, Help Scout allows us to monitor and track ERP upgrades and similar functions as well.
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