Help Scout
Help ScoutReviews from AWS customer
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Help Scout Helping to Move Our Business Forward!
What do you like best about the product?
Help Scout allows us to track essential metrics in our business that not only help us correct system bugs but help us support our clients. Help Scout provides us with the tools to prioritize where our CS Team and Engineers spend their time. Without Help Scout, we wouldn't have a dynamic and direct communication tool with our clients. Communication is key!
What do you dislike about the product?
We're happy with the functionality of HelpScout but sometimes wish we could dig even deeper into what our customers are doing within our site and the behaviors around when they use Help Scout to reach out.
What problems is the product solving and how is that benefiting you?
We are able to communicate with clients using Mailboxes, Chat Feature, and Ticket Creation. This has given us even more ways to capture feedback and questions from our clients as well as reach out to them with any updates or answers!
Great tool for keeping track of my projects
What do you like best about the product?
I like the ease of seeing the chain of correspondence with clients and various team members.
What do you dislike about the product?
Honestly, there isn't really anything I specifically dislike about it.
What problems is the product solving and how is that benefiting you?
Coordinating various projects with managers and team members. It helps me to keep the workflow a lot smoother.
Recommendations to others considering the product:
I would definitely go for it! It is easy to use, very intuitive and helps to streamline the workflow.
A great way to organize your customer service and delegate tasks
What do you like best about the product?
Our customer service team works with 3 different companies. HelpScout allows us to sort automated emails into folders automatically and makes it easy to assign tasks to each team member across all our brands. The saved responses might be my favorite feature because we can save all the answers to our frequently asked questions and select them from a drop-down. It keeps our messaging consistent and saves a ton of time.
What do you dislike about the product?
The only thing I dislike is that I often get notes sent to my email, and in the past, I've accidentally responded to the customer instead of my colleague who left the note.
What problems is the product solving and how is that benefiting you?
We now have a central location for all our customer service across all our brands and can assign tasks in a way where the whole team can see what's going on. This helps keep us all on the same page and makes us more efficient.
Help Scout has simplified my life!
What do you like best about the product?
When I log in to Help Scout, I can immediately begin my workday in an organized and stress-free fashion. Its user-friendly interface allows me to get all of my work done in a timely manner. Customer care is of utmost importance to us, and thanks to Help Scout's reliable service, I am able to support all of my customer's needs, whether it be through email, phone calls, or chat. The "Saved Reply" feature is my absolute favorite and has saved me so much time in replying to my customers.
What do you dislike about the product?
I used to be able to attach photos to my Saved Replies, and now I'm unable to attach any images. Once in a while, It can be a bit slow when searching through past conversations or using keywords.
What problems is the product solving and how is that benefiting you?
Help Scout helps me stay organized and allows me to give my customers the best care possible. With Help Scout, I can better manage my time on tasks, prioritize issues, and reach out for support from my superiors. I no longer look at a full inbox and feel intimidated. I start from the bottom, tag each email with our custom tags, and start responding to customers based on priority level. I feel a bit spoiled, having used this platform for three years now. It's so user-friendly, and the help I received from the support team is fantastic.
Recommendations to others considering the product:
I would strongly recommend Help Scout to any of my friends and colleagues. I have used other email-based customer support platforms, and Help Scout is by far the best. They win in style, technical support, organizational ability, and attention to detail. We wouldn't be able to offer the exceptional customer care we pride ourselves on without Helpscout.
Using helpscout for over 5 years and very happy!
What do you like best about the product?
Support: Easy to get in contact with real people who are highly technical.
Usage: very easy for new users to get onboarded and navigate the platform quickly. easy enough to customize as well once you learn your own business needs
Usage: very easy for new users to get onboarded and navigate the platform quickly. easy enough to customize as well once you learn your own business needs
What do you dislike about the product?
Feature Updates: We've made several but haven't seen any of them come into the platform yet.
What problems is the product solving and how is that benefiting you?
Answering questions for our clients, and tracking our support volume/KPIs
Perfect mix of pro features with great usability
What do you like best about the product?
We evaulted many ticketing systems, and needed pro-level features (i.e. power user), but with a user interface that makes sense and easy to use while still maintaining access to the advance features. HelpScout fit the bill perfectly!
What do you dislike about the product?
The only complaint we have is with the tagging system - some users may like free-form tags, but it makes reporting harder since there isn't a permission to prevent users from creating similar tags.
What problems is the product solving and how is that benefiting you?
We have a team answering client emails, and in the past, multiple agents would start replying to the same email, and sometimes our agents gave conflicting info - we love the collision detection feature! We also use HelpScout to report on volume, type of questions, etc, which helps us determine staffing needs for the customer relations group.
Great platform for mid-size companies
What do you like best about the product?
It lets me tag other people in a task to eliminate me having to send an email! Efficient and easy
What do you dislike about the product?
Honestly, I don't think there is anything I don't like! I have not run into any problems using it or malfunctions with the software.
What problems is the product solving and how is that benefiting you?
We use all of our incoming office calls to be filtered out through Helpscout. It saves our receptionist lots of time and cuts down on direct phone traffic
HelpScout works!!
What do you like best about the product?
HelpScout provides our company with a secure email system to direct all inquiries for the entire team to have access to. Customer issues are addressed in a timely manner as emails are open for everyone not stuck in one person's inbox. Would recommend this software to any company with more than one employee working on the same or similar tasks.
What do you dislike about the product?
So far not really anything to dislike. If I had to choose, I would say searching is not my forte.
What problems is the product solving and how is that benefiting you?
We are able to have better communication with our customers. It is in written form so there is little or no misunderstanding of messages. Having communication in writing enables traceability to be able to connect messages from same customer.
Easy and useful platform
What do you like best about the product?
The interface is intuitive and straightforward. I have three inboxes set up and share this with four other staff members. One of my favorite features is adding notes as we assign clients to one another for continuity.
What do you dislike about the product?
I wish it integrated with Acuity Scheduling rather than having to go through Zapier. It would be great to compile reports from both platforms and have them "talk" to one another.
What problems is the product solving and how is that benefiting you?
HelpScout allows me to reply to inquiries through the website quickly. Hence, there is minimal delay in getting back to people, which improves productivity and reduces the chance of losing messages in my Outlook inbox. HelpScout also makes it easy to keep notes on clients. When I communicate with them, I can easily see where we left off in previous conversations.
Great for our small team
What do you like best about the product?
Ticket thread management; multi-user; documentation library; beacon
What do you dislike about the product?
notifications could be more independent from the operating system - too easy to miss.
What problems is the product solving and how is that benefiting you?
Ability to manage support tickets better; support documentation library
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