Help Scout
Help ScoutReviews from AWS customer
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Great software for Customer Service/Managing tickets!
What do you like best about the product?
HelpScout is user-friendly, easy to navigate, and makes taking care of our customers very simple and quick. I love that they have extra reassurance knowing that they can reach out to us through Helpscout and get their issues taken care of promptly.
What do you dislike about the product?
I genuinely don't see any downsides or anything that I dislike about this software. It's helpful to have all around if you have an extensive customer database and a need to keep things organized.
What problems is the product solving and how is that benefiting you?
Customers reach out with any technical issues they're having or just general questions- and Helpscout makes it easy to keep track of these tickets/conversations.
Recommendations to others considering the product:
My advice is to give it a try if you're curious if it will help increase organization.
review for entry for gift card
What do you like best about the product?
lets me know when an account needs updated or an email is no longer working on accounts
What do you dislike about the product?
i do not have any issues with help scout.
What problems is the product solving and how is that benefiting you?
It's very easy to use.
Helpscout solves our clients issues by making it easy for us to help them
What do you like best about the product?
Easy to use, feels more like a conversation, and it doesn't make the client feel like they are in a ticketing system. We love in-app support and knowledge base features.
What do you dislike about the product?
We wish we could secure the knowledge base website for only our application users so it was not public for everyone to see. Other than that, the app works great.
What problems is the product solving and how is that benefiting you?
The ability to connect quickly with clients over more than just email. Many of our client users do not have work emails or easy access to them so the in-app chat breaks down the client and support communication barrier. We also love the ability to send targeted messages to users to let them know about app issues or updates.
Excellent product, excellent support
What do you like best about the product?
The product is great. Very easy to use and the cost is fair compared with many other helpdesks.
What do you dislike about the product?
It would be good if perhaps we could allow users to have 'view only' access without having to pay a license fee for them.
What problems is the product solving and how is that benefiting you?
Help Scout ensures that we deal with every customer enquiry in an effective manner, and allows us to assign to the correct member of staff to get it dealt with.
Simple, Straightforward, Remarkably Powerful
What do you like best about the product?
Help Scout is great because it does the basics so well and so intuitively. We've tried other solutions in the past and Help Scout seems to get the balance just right. There are more advanced features but it's not blaoted with too many options that you'll never use. Its integration with Slack has also worked incredibly well for us as we've established a flow.
What do you dislike about the product?
There's not much I dislike. Sometimes when I'm working on mobile it could be a bit easier to navigate, but honestly, it works just fine. I frequently use it on mobile when traveling and haven't run into any issues.
What problems is the product solving and how is that benefiting you?
For us, we needed a clean, easy solution to keep track of client emails and make sure we follow through in a timely manner. This, at its core, is the basic solution it solved while allowing us to work collaboratively and asynchronously. The data reporting and statistics are also a bonus that works well for what we need.
Intuitive and Well Designed
What do you like best about the product?
I love how intuitive it is to use. I'm almost never confused about how to do something. I like that we can have multiple inboxes. The time saving features are helpful, such as setting up rules to auto-tag/auto-close conversations.
What do you dislike about the product?
I imagine that some other email help desks have more customizations. I also don't like that you can't send out bulk saved replies. You can only email one customer at a time.
What problems is the product solving and how is that benefiting you?
1) When to staff people
2) Where our customers are getting stuck the most
3) Expanding how we collect customer feedback
It's easy to loop multiple people in on one conversation.
2) Where our customers are getting stuck the most
3) Expanding how we collect customer feedback
It's easy to loop multiple people in on one conversation.
Finally, a platform that supports our entire organization
What do you like best about the product?
Helpscout is truly an all-in-one solution for email support, real-time chat, and knowledge base management, in addition to full-fledged analytics and reporting.
What do you dislike about the product?
I wish there were better built-in tools for customizing the look and feel of Helpscout Docs, but with support for custom JS and CSS, there isn't much that can't be overridden or adjusted given time and effort.
What problems is the product solving and how is that benefiting you?
Since moving our support inboxes and knowledge bases to Helpscout we've crushed all our KPIs leading to faster first responses, faster resolutions, and ultimately more satisfied customers.
Helpscout has empowered our team to more effectively communicate with our clients
What do you like best about the product?
The best part of Helpscout is how easy it is to reply or proactively communicate with clients, all while doing this on multiple communications channels (Live chat and email). It's also very nice and rare to see the continual development of new features since we've been using them.
What do you dislike about the product?
If there was a gripe, it would be nice to see more work on customization of their beacon; however, it's still a newish feature that I know they are still working on and improving.
What problems is the product solving and how is that benefiting you?
We field a wide range of requests from our clients from technical software issues to simple software questions and Helpscout helps us manage and organize these in a way that makes it effortless to work with multiple communications over different spans of handling time.
Backbone of our business, support, and help documents
What do you like best about the product?
Simple startup, yet powerful features. The all in 1 nature of documents, with help popup, that links seamlessly to the support, makes it so easy to roll out great customer service across new businesses
What do you dislike about the product?
Minor limitations in the API, it still has a much stronger integration framework than many other companies. Once the 2 minor updates I've requested are added to the API, we can 100% automate software selling systems deployments
What problems is the product solving and how is that benefiting you?
We use Helpscout as the back end of all our systems, but also resell out to clients and deploy with automation for them. Gives us a super fast, easy install for clients
Makes support almost fun
What do you like best about the product?
Helpscout has a clean and simple user interface that is elegantly integrated with our large set of documentation, website chat support, and integrations with third-party apps like Slack and easy digital downloads which we use for licensing or software as well as our CRM one page.
Managing inbound tickets is a snap as it's easy for anyone to jump on answer and pass tickets on to someone else to help finish up.
Managing inbound tickets is a snap as it's easy for anyone to jump on answer and pass tickets on to someone else to help finish up.
What do you dislike about the product?
The only minus I will give helpscout is that they don't have native app support for live website chat. I suspect they might be working on this but other iOS and android chat support apps are way ahead of the game.
What problems is the product solving and how is that benefiting you?
We Use HelpScout to help our publisher customers implement and troubleshoot our software if needed. We can track Bug reports with tagging as well as feature requests. It's simple and just works.
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