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.
It just works - well considered user experience and very easy to use.
What do you like best about the product?
It gives you 3 options for messages so that you can control when an email is no longer 'active' so you won't accidently forget an email. It also allows you to add a note to emails which means you can discuss with colleagues how to respond to the email without accidentally emailing the customer. I also love that you can assign emails between team members.
What do you dislike about the product?
The only issue i have is when an email has been assigned it moves into the folder of the person you've assigned it to (which is good) BUT when the customer replies, the reply goes to the person (and not the group inbox) so it is easy to miss, especially if the person isn't working that day. We try to reply to all emails within 24 hours, and this issue can add a delay to our replies (as we don't always notice).
What problems is the product solving and how is that benefiting you?
You can discuss how to respond to the email by adding a 'note' to the email, and it's easy to manage action required emails, and quickly ignore any advertising emails.
Very polished, solid platform.
What do you like best about the product?
HelpScout is a very polished, solid platform, and over the years, I can barely count on my fingers the times I haven't been able to use it due to some downtime or any technical issue. This is quite important, as having a stable and quick support platform is extremely important for me.
There are keyboard shortcuts for a lot of actions inside the platform, which improves productivity a lot.
I frequently use the Beacon, Knowledge Base, and Live Chat features, all exceptionally well done, relatively easy to use and customize - also to integrate, if you have some coding chops. I haven't used the Messages feature yet due to lack of time, so I can't comment on that one.
Their support team is excellent too. Every time I needed them for some reason, they were prompt, resourceful, and polite.
Regarding pricing: it has been surprisingly stable over the years, at least for me. There was only one more significant change I noticed – and it was a good move – where they added a more straightforward plan with new features.
There are keyboard shortcuts for a lot of actions inside the platform, which improves productivity a lot.
I frequently use the Beacon, Knowledge Base, and Live Chat features, all exceptionally well done, relatively easy to use and customize - also to integrate, if you have some coding chops. I haven't used the Messages feature yet due to lack of time, so I can't comment on that one.
Their support team is excellent too. Every time I needed them for some reason, they were prompt, resourceful, and polite.
Regarding pricing: it has been surprisingly stable over the years, at least for me. There was only one more significant change I noticed – and it was a good move – where they added a more straightforward plan with new features.
What do you dislike about the product?
I would like them to improve the “Save replies” feature, especially the pop-up menu accessed via a button in the message editor. It's one of the features I use the most. Any improvement there would directly reduce my daily app usage time.
For example, there is currently no fuzzy search and no way to edit the saved reply using the pop-up menu itself.
So, for example, to fix a typo in a saved reply, I need to perform several steps: exit the editor, load the “Saved Replies” window, find the message, make an edit there and then save it. All this is needed before I can go back to the editor.
I frequently spend a lot of time fixing saved replies after loading them in the editor. It would be awesome to be able to open the saved reply from the editor itself to make edits there or even delete the entry from the pop-up.
I currently have thousands of saved responses distributed in separate mailboxes. Many of them are duplicated or outdated because of these limitations. Because there's no fuzzy search and no central place to edit them all, finding and managing all this content is quite difficult using the web app. Also, there is no way to export or import them in batch, which would ease the management issues.
The mobile app also needs improvements, as it lacks lots of features present in the web app.
These improvements alone would decrease the time it takes to use the app.
For example, there is currently no fuzzy search and no way to edit the saved reply using the pop-up menu itself.
So, for example, to fix a typo in a saved reply, I need to perform several steps: exit the editor, load the “Saved Replies” window, find the message, make an edit there and then save it. All this is needed before I can go back to the editor.
I frequently spend a lot of time fixing saved replies after loading them in the editor. It would be awesome to be able to open the saved reply from the editor itself to make edits there or even delete the entry from the pop-up.
I currently have thousands of saved responses distributed in separate mailboxes. Many of them are duplicated or outdated because of these limitations. Because there's no fuzzy search and no central place to edit them all, finding and managing all this content is quite difficult using the web app. Also, there is no way to export or import them in batch, which would ease the management issues.
The mobile app also needs improvements, as it lacks lots of features present in the web app.
These improvements alone would decrease the time it takes to use the app.
What problems is the product solving and how is that benefiting you?
Helpscout has been an invaluable part of my business for seven years. I've been using it myself this whole time, so I can adequately say that I know the ins and outs of it. I carried out all my support activities using the Help Scout apps (mobile and desktop).
Recommendations to others considering the product:
Overall, I recommend HelpScout as an excellent solution for building a top-notch support platform for your business.
HelpScout Rocks!
What do you like best about the product?
I like the simplicity of the interface and UI.
What do you dislike about the product?
I wish that there were more generated reports and automation, like Zen Desk has.
What problems is the product solving and how is that benefiting you?
We've been able to track our contacts, reporting metrics, and pain points our members have. We can then communicate this to our product and marketing owners.
Help Scout really helps a lot
What do you like best about the product?
I love that all is in a specific order, I can find something in just few seconds, and have control about every team.
What do you dislike about the product?
Maybe, sometimes is a minor bug that makes it slow, but just for a few moments.
What problems is the product solving and how is that benefiting you?
It is so quickly for responding to our customers, and review all the last items of the same or new thing.
Great for Content Inquiries
What do you like best about the product?
As a content manager, I use HelpScout every day to field incoming guest post and linkbuilding requests for our five blogs. I love how easy it is to keep track of ongoing conversations and flag spammy inquiries so I don't have to keep dealing with them. Ain't nobody got time for that!
What do you dislike about the product?
The only thing I don't like is how the interface automatically redirects me to a different ticket once I've responded to a ticket. It would be nice if I could just stay on the same page.
What problems is the product solving and how is that benefiting you?
Like I said, HelpScout is great for flagging spammy inquiries. It's a time-saver, because I don't have to keep dealing with the same spammy message senders over and over again.
Help Scout has completely changed how we handle support requests and implementations!
What do you like best about the product?
Having worked with Zendesk before, the difference was night and day. Our team enjoys Help Scout because of the ease of use, user-friendly platform, reporting and more!
What do you dislike about the product?
We have no complaints! Support is always quick to respond and helpful when we need guidance. If we could somehow have an area to separate onboarding/implementation vs. support tickets, that would be helpful.
What problems is the product solving and how is that benefiting you?
We can use reports to provide operational highlights to our board and investors. We benefit significantly from the Slack and Salesforce integrations for more visibility.
Recommendations to others considering the product:
I highly recommend help scout for anyone who needs a shared inbox for support tickets! Most accessible to set up and quick to go live (within minutes)!
Help Scout review
What do you like best about the product?
I like the ability to assign task to team members and the tracking feature.
What do you dislike about the product?
It doesn't "mesh" with the other system , Zywave, that I use for client tasks and sometimes I have to double up on activities.
What problems is the product solving and how is that benefiting you?
Answering questions on benefits and assisting with claims.
Great way to provide Great Customer Support
What do you like best about the product?
Helpscout is a great tool to provide the best customer service possible to interact with clients while sharing the email with your team. The feedback feature is also quite helpful!
What do you dislike about the product?
At this moment there isn't much to dislike about helpscout.
What problems is the product solving and how is that benefiting you?
Being able to work with my team in an efficient manner while keeping the line of communication to one person on the outside, helps make problem-solving for customers very efficient.
Simplicity
What do you like best about the product?
The simplicity of the product is what makes this really appealing.
What do you dislike about the product?
I don't have much to share on this front.
What problems is the product solving and how is that benefiting you?
We communicate with our customers and allow them to get in touch with us.
Best Customer Service Tool We've Ever Experienced
What do you like best about the product?
Ease of use. Ability to collaborate efficiently.
What do you dislike about the product?
There is no option to snooze tickets. Please do it, guys!
What problems is the product solving and how is that benefiting you?
Managing customer service is not possible through email which was we used to do before. Help Scout allows us to manage it perfectly and it also lets us see the performance of each individual agent as well as the whole performance.
showing 161 - 170