Help Scout
Help ScoutReviews from AWS customer
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Best Solution for Small Teams who Support a Large Customer Base
What do you like best about the product?
Simplicity to use, clear navigation, variate of options at the affordable price
What do you dislike about the product?
Not being able to set somebody offline in chat as an admin when they forgot to sign off.
What problems is the product solving and how is that benefiting you?
We respond to questions and technical problems that our customers raise. Help Scout is very powerful to manage the ticket flow, so the team of 2 deals with a global user base at ease.
Well designed with great customer support.
What do you like best about the product?
The layout of the program, the search function and the previous conversation history on the side panel.
What do you dislike about the product?
Can't say I disliked anything. I have been overall satisfied with Helpscout.
What problems is the product solving and how is that benefiting you?
Collecting data from previous customers that provides a baseline for how I assist other customers to provide a consistent experience.
Recommendations to others considering the product:
Clean layout with the easy interface that should work for all competency levels.
One of my favorite software (and people) on Earth!
What do you like best about the product?
HelpScout's support team is INCREDIBLE! If you have any questions about the software, a support business process, or anything at all, they will go to the ends of the Earth to assist you. Their software is very user-friendly and easy to use and has some really great features. It also creates a very light and friendly support experience for the end user.
What do you dislike about the product?
HelpScout's Docs text editor (where you are writing your knowledgebase articles) is horrendous. This is extremely frustrating because there are dozens of free Text Editor APIs on the market, and our engineering team is implemented one in our product in less than 30 minutes of engineering time that works perfectly. So while they come out with great new features, they are not fixing a core and essential element of a Help Desk software suite, despite it being an extremely low-effort fix. This is infuriating and frustrating to the point that we have considered switching to far worse HelpDesk software (basically any other on the market) because HelpScout's text editor is so poor. However, all of the other upsides, especially HelpScout's amazing team, have so far kept me from doing so. I am hoping this is fixed soon :)
What problems is the product solving and how is that benefiting you?
We use HelpScout to offer email support and a knowledge base from our software product. Our entire support team utilizes it daily, and it is extremely powerful and efficient. The benefits have been running an efficient support department (and offering self-service) to our end users.
Great for organization and tracking data!
What do you like best about the product?
The data that Helpscout tracks on the emails is of great use to our work because it helps on focus on how to take care of tickets more efficiently for ourselves but also our customers.
What do you dislike about the product?
Sometimes customers will reply with edits to a previous email on the chain, and those edits are not easily viewable in the system, but hidden in the "show original message" function.
What problems is the product solving and how is that benefiting you?
We manage websites for our clients, and we mainly use HelpScout for them to email in and have us make changes to the sites or answer their questions. We can track data to help us determine the best ways to go about answering the tickets and solving them, but the tagging system and workflow system also allow us to keep the inbox well organizes.
Great tool for collating internal and external guidance
What do you like best about the product?
Amazing for collating internally produced guidance for the team and for directing clients to recent advice or details of tax schemes
What do you dislike about the product?
Cannot upload pdfs to the site which is annoying
What problems is the product solving and how is that benefiting you?
Easy way to have a shared inbox and an easy way to show and publish guidance for internal teams and clients
It's everything you need to manage your Support tickets
What do you like best about the product?
I like how you can create a separate Inbox for different channels like Support, Tech Support, Sales for different emails. This way, you can collaborate with all Agents and assign the tickets. I also like Reports that show the 360-degree performance of my team and individuals.
What do you dislike about the product?
You cannot manage to reply to social media messages efficiently. I also noticed some glitches in the iOS App. Those are the things I don't like.
What problems is the product solving and how is that benefiting you?
We were looking for a tool that can manage our multiple channels in a single place to get reports to decide KPIs for all agents effectively. Using Help Scout, we overcome this challenge, and everyone in our team is happy with the product.
The best and most enjoyable to use customer support software
What do you like best about the product?
Help Scout is easy for our team to use, helps us provide better support to our customers quicker, and is a tool that we enjoy, not only one we're forced to use.
What do you dislike about the product?
While we could do a little more with their API than we are right now, it would be nice to surface additional customer data on the conversation list itself without having to go into a conversation to see it.
What problems is the product solving and how is that benefiting you?
Help Scout helps us provide excellent support to our customers, understand where our customers are at in their journey, and provides our customers a searchable knowledge base that integrates with our software product.
Help Scout is a great way to collaborate with coworkers to best help customers.
What do you like best about the product?
I like how all of my coworkers can work together on one email so that our customers can receive the best answer possible.
What do you dislike about the product?
The only thing I do not like about Help Scout is sometimes emails received within help scout do not come in formatted correctly, but the email will be formatted correctly in other inboxes such as gmail and outlook.
What problems is the product solving and how is that benefiting you?
We are solving the problem of answering customers in a more timely manner due to all associates having access to all of the customer support inboxes.
Excellent shared inbox software
What do you like best about the product?
The best shared inbox software we have used. Makes customer service easy.
What do you dislike about the product?
I can't think of anything I would like to see differently.
What problems is the product solving and how is that benefiting you?
Shared email
Very convenient and fast to setup
What do you like best about the product?
It's very fast to get a new inbox setup. We could like a bit more settings to mess with, but it got all the basics.
What do you dislike about the product?
A real chat interface, connected with Facebook and Instagram messenger would be lovely. The reporting views should also be divided by inboxs.
What problems is the product solving and how is that benefiting you?
The multi-brand possibility is really great.
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