Help Scout
Help ScoutReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
388 reviews
from
External reviews are not included in the AWS star rating for the product.
Our Customer Service Is Awesome With Help Scout
What do you like best about the product?
Help Scout has helped us step up our customer service. Before, we used shared email inboxes and had many problems with duplicated effort, accidental deletion of emails, and inability to track customer service issues. Help Scout changed all of that. One of my favorite features is the "traffic cop," which allows users to see in real-time who among their co-workers is currently reading and/or responding to a specific email from a customer. I also like the ability to add notes to an email conversation that are only seen internally and the ability to "mention" a co-worker on a particular conversation so that he/she is brought into the loop to help solve the customer's issue when needed.
What do you dislike about the product?
I'd like to see a few more admin-level settings, like the ability to control which users can create new tags. But honestly, I would categorize these things as my pie-in-the-sky wishlist items. I wouldn't say these are "dislikes." The Help Scout team seems to be continually developing the platform and adding new features, and they welcome regular feedback from their clients on how to improve it.
What problems is the product solving and how is that benefiting you?
Mostly it has just taken our customer service to a new level, which is a big win.
User Friendly
What do you like best about the product?
Customize chat docs.
I can create an article and prompt the chat after a few min. of a customer is on a page
I can create an article and prompt the chat after a few min. of a customer is on a page
What do you dislike about the product?
When you reply to an email it is atomically closed.
What problems is the product solving and how is that benefiting you?
customer inquires are being solved
Fantastic Product and Customer Service
What do you like best about the product?
Their support team is super responsive and goes above and beyond to help whenever we need anything! We don't need a major solution like Zendesk, and 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 truly don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication about them 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 are able to 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!
When Help Scout rolled out their new chat feature with their Beacon, I really appreciated that they understood that some of their customers won't be able to utilize chat. They built in the ability to turn this fancy new chat feature off yet still allow the use of Beacon for contact forms and help docs. That's huge in my eyes to be able to customize for exactly what I need for my unique user base and their needs.
When Help Scout rolled out their new chat feature with their Beacon, I really appreciated that they understood that some of their customers won't be able to utilize chat. They built in the ability to turn this fancy new chat feature off yet still allow the use of Beacon for contact forms and help docs. That's huge in my eyes to be able to customize for exactly what I need for my unique user base and their needs.
Recommendations to others considering the product:
Be open and honest with the onboarding and sales team when evaluating Help Scout! They were immensely helpful to me when I was considering them.
The best in customer service monitoring and client retention
What do you like best about the product?
I love the integration between our e-commerce software and Help Scout. The ability to see the client name, order number, amount paid and status of the order without opening the website or any other communication has saved us a ton of time.
What do you dislike about the product?
I can honestly say that there is nothing we've disliked over three years with HelpScout.
What problems is the product solving and how is that benefiting you?
We use it to support e-commerce customers after the purchase with any order support or item support questions needed.
Recommendations to others considering the product:
Honestly, this product has made customer support so easy for our company. We tag customer questions and can see what is working and not working monthly, our response time has improved significantly. It even pulls support messages made on Twitter, Instagram, and Facebook into HelpScout, so everything is in one place. The customer support is second to none. I have never had a better experience with software support.
Helpscout makes working through my customer support queue a breeze
What do you like best about the product?
The support review queue is very well made and easy to navigate. The saved replies functionality is powerful and helps increase my productivity as I'm going through my queue.
What do you dislike about the product?
I would like to be able to decide whether to include the satisfaction rating prompt into a reply or not - sometimes it's just not suitable to add.
What problems is the product solving and how is that benefiting you?
Dealing with my email customer support queue. The benefit is that I am now much less stressed about it compared to when I was dealing with it via just my email.
Shocking how much better HelpScout is vs Front
What do you like best about the product?
- Clean user experience and interface
- Simple to use, not buggy (I encountered a huge amount of bugs with Front)
- LOVE that they are a B-corp and have a "helpscout for good" program supporting non-profits
- Simple to use, not buggy (I encountered a huge amount of bugs with Front)
- LOVE that they are a B-corp and have a "helpscout for good" program supporting non-profits
What do you dislike about the product?
- Probably doesn't have as many advanced integrations and automations as other platforms (it's more simplified in its approach)
What problems is the product solving and how is that benefiting you?
HelpScout powers our operations infrastructure from a shared inbox.
Excellent tool for managing customer support tickets
What do you like best about the product?
The functionality in HelpScout is straightforward and intuitive to use. It's easy to assign and reassign tickets to the correct people and ensure they're all followed up on.
What do you dislike about the product?
Some of the navigation can be a bit confusing when first being introduced to the tool but once you get up and running, it does not cause any issues.
What problems is the product solving and how is that benefiting you?
In my use case, customer support tickets that need to have a sales rep follow up on are assigned to me. From there, I assign them to the correct rep. It's nice because if the rep does not follow up or if the customer repsonds, we get notifications so we can make sure that someone gets in contact with the customer ASAP.
Help Scout - Making being productive A LOT easier!
What do you like best about the product?
Before Help Scout, I was managing all of our requests inside my inbox. I would forward emails to co-workers for them to help. Now co-workers can log in and grab tickets as they come in, or I can quickly assign them right inside the system. The option to see only tickets assigned to me also removes the overwhelming feeling of a full inbox. We recently started using tags as well, and that has been a game-changer as well. Also, seeing the notes pass right into our Slack channel helps speed up the process and keeps everyone on the same page.
I am looking forward to learning about the other features and implementing them as well.
Thank you for making me and my team more productive.
I am looking forward to learning about the other features and implementing them as well.
Thank you for making me and my team more productive.
What do you dislike about the product?
I have no grips about Help Scout. I think it would be awesome to have training webinars. Disclaimer there may be webinars; I may not have found them yet.
What problems is the product solving and how is that benefiting you?
Staying organized and productive becomes more difficult as a company begins to grow. You realize you now need an entire support team vs one support person. Then you realize you need a product to help organize support tickets and keep track of the tickets. This is where Help Scout came into play for us.
Recommendations to others considering the product:
Try it. You will love it. We haven't once considered another platform since signing up.
Delightful CRM
What do you like best about the product?
I really appreciate the thought Help Scout has put into their CRM. It's easy to use and get started with. Everything is straightforward and they've minimized the learning curve. They offer everything you need for your company to stay connected with your customers. The couple times I've spoken with a customer service representative they have always been pleasant and their answers were easy to understand.
What do you dislike about the product?
So far I haven't really found anything I don't like. Everything has worked properly.
What problems is the product solving and how is that benefiting you?
Help Scout let's us display our help articles on our own site via a beacon when a user is logged into their account or dashboard. It offers convenience to our customers and helps us look like we're on top of it!
Recommendations to others considering the product:
If you want to have a scale ale CRM solution without needing to watch videos and hire a specialist chose Help Scout. It will save you time and frustration.
Easy integrations, great interface
What do you like best about the product?
the ability to integrate multiple sale channel inboxes and handle all support request in one place.
What do you dislike about the product?
reporting could do a little better. I would love to be able to customize reports.
What problems is the product solving and how is that benefiting you?
handle request from multiple sites into one.
showing 131 - 140